ac8f58b6-56f4-43ac-8fa6-6a73475dcffc
Professional Summary
Dependable, passionate and loyal leader offering over 20 years of consistent career progression in the areas of hotel and call center operations for a multi-million-dollar Las Vegas based gaming company. Customer-centric management experience of daily operations for 10 – 50+ employees, multi-property departments with a focus on hotel reservations in and outside of Las Vegas. Additional experience managing PBX, Sales and Revenue departments.
Employment history
Call Center Manager, Bahringer, Pfeffer and Johnson. West Alexanderton, Virginia
Jun. 2016 – Present
This position began when two existing multi-property call centers were consolidated into one, for a total of 7 properties. Most recently, three additional, out of state properties have been added to the department. In addition to the department consolidations, new call systems have been installed, Cisco and Mitel.
- Instrumental in the consolidation of two call centers by providing needed statistics, creating schedules, merging policies, conferring with telecommunication department to ensure all phone lines are transferred properly.
- Communicated with upper management at both properties as well as Corporate to ensure timeline and needed actions were followed.
- Oversee the daily operations of a multi-property, 50+ team member call center exceeding 2,500 incoming calls per day.
- Promote an environment of exceeding guest expectations by advocating for consistent training, call coaching and leading by example.
- Direct, plan, and implement policies, objectives, or procedures to ensure continuing operations, maximize service levels, and enhance overall guest experience by working with all levels within the organization.
- Create call reports, queries, and solicit information related to incoming calls, reservation conversion and lost calls to review and identify areas needed for improvement.
- Attend and participate in property and company meetings as a representative and advocate of the department.
- Work with HR and department leaders to interview, hire or dismiss team members, conduct investigations for misconduct and respond to employee concerns.
- Handle event packages for multiple properties, including proposing the package pricing, building packages in PMS and handling the ticket distribution.
- Provide input and direction on applications, systems and changes affecting the department.
Sales, PBX and Reservation Manager, Nader, Dare and O'Kon. Port Shirastad, South Dakota
Mar. 2006 – Dec. 2007
With the announcement of the closing of the Stardust I was again promoted within the company to Sales, PBX and Reservations manager for three properties in downtown Las Vegas. Here I initially focused on Groups and Reservations with a strong Hawaiian market trend.
- Reorganized positions to include a revenue supervisor and complete office remodel to maximize use of space and appearance.
- Daily operations for Group Sales, Reservations, Revenue and PBX for all three properties.
- Implemented changes from charter and bus group arrivals to individual marketed customers by working with the casino marketing team resulting in higher gaming and room night revenues averaging over 90% occupancy rates.
- Decreased “no show” reservations by over 12% as a result of requiring first night deposits on all reservations, followed by PCI compliance regulations procedures being put into effect.
- Actively worked with Vacations Hawaii, a travel agency owned by Boyd Gaming, to accommodate large airline charted and non-chartered groups directly from Hawaii to Las Vegas.
- Installed new call systems to track call volume, employee answering behaviors, hold times and lost call reporting.
- PBX personnel changes to allow for an onsite supervisor for better customer service and communication between departments, improved policy and procedures to follow a more corporate guideline related to employee relations, PTO and shift bidding
- Created hotel group sales contracts with assistance from our legal department ensuring most current and fair legal practices are being upheld related to groups of 10 more hotel rooms doing business with Boyd Gaming.
- Cooperated with the Las Vegas Visitors Authority and Downtown Fremont Events to host travel agent site inspections and blocking of rooms for concert events.
Reservation & PBX Manager, Grant-Heller. Carolynefort, Alaska
Dec. 2003 – Oct. 2004
As the first major promotion managing room reservations, multi-level employees and PBX departments I excelled at communicating with all departments and other management.
- Oversaw the daily operations for Reservations and PBX departments for a 1,550+ room hotel and 30+ employees located in the heart of the Las Vegas Strip.
- Provide input and direction on applications, systems and changes affecting the departments such as installing a new PBX phone switch and acted as key point person to marketing for further development of the multi-tier promotions to gaming customers.
- Assisted with the development of the Revenue department for this property.
- Directed, planned, and implemented new policies, objectives, and/or procedures to ensure continuing operations, maximize service levels, and enhance overall guest experience.
Revenue Supervisor, Sawayn-Parisian. South Queenieville, Kentucky
Mar. 1998 – Dec. 1998
This new position was created to accommodate the growing wholesale and dotcom industry as well as to assist the property in maximizing room revenue in all areas by actively overseeing occupancy trends within the hotel and the city.
- Coordinated with Reservation Manager to review and adjust hotel occupancy and rates.
- Created reports to track occupancy and revenue, breaking down different areas of reservation contribution.
- The point person to work directly with wholesale companies, managing rates, availability and anything related to the reservations. Attended any training or meetings relevant to these companies and our business.
- Implemented event packages to include proposed pricing, building packages in PMS and handling the ticket distribution. Events such as NASCAR, National Finals Rodeo and Pro Bull Riders in addition to property specific events.
- Work with all levels within the organization to discuss issues or resolve problems.
- Attend and participate in property meetings to present and discuss upcoming and future hotel revenue performance.
- Managed Reservation department employees in the absence of a department manager for a brief time.
Front Desk Supervisor, Shanahan, Treutel and Marks. Kuhicview, North Dakota
Feb. 1997 – Apr. 1997
- Supervised a shift of employees at the hotel front desk.
- Handled guest and employee complaints, concerns and suggestions.
- Managed and reviewed the daily hotel availability to ensure the highest occupancy possible.
Education
South Bins, Lavellemouth, Wyoming
Bachelor of Science, Hotel Management, Nov. 1994
Skills
Project Management
LMS/Property Management System
SharePoint
Cisco Phone System
Microsoft Office
HBSI Channel Management System
Mitel Telecommunication System
call center manager
- Weekly reviews with the following functions to ensure that operational is being run smoothly and as planned”
- Communicate client with operational achievements
- Timely and accurate delivery of operational reports
- Develop and sustain a work environment that motivates high performance; recognizes and rewards individual and team excellence; and encourages employee loyalty
- Working with the client to check opportunities for expansion in order to identify expansion sizing, and pricing and contract amendment if needed
- Ensure productivity meets service and quality standards
call center manager
- Ensure that the call center team has the tools and skills they need to provide “WOW” service to our members and potential members when they call, email, or live chat the credit union.
- Actively pull phone recordings and call reports to assess the quality control of the service the team provides.
- Responsible for setting goals for the development of the call center team and coaching the team to meet those goals.
- Take part in the day to day operations of the call center by answering phones, emails, and live chats, responding to manager’s requests, and being the point of contact for upset or concerned members.
- Assist the online loan team with pulling and processing loan applications for VISA and personal loans.
call center manager
- Train new recruits and current members of team with continuous learning.
- Directed training of new team members and mentored each to promoteproductivity, accuracy and friendlyservice.
- Researched complex problems and resolved issues in a timelymanner.
- Responded to customer requests with friendly, knowledgeable service andsupport.
- Provide client with technical support, understand customer needs when using aproduct, direct dealing with Alberta Transportation, SGI &MPI.
- Developed work-flow charts and diagrams to ensure production team compliance withclient (Government) deadlines.
- Managed creative projects from concept to completion while managing outsidevendors.
call center manager
- Managed a team of approximately 90 employees including Supervisors, Leads, Trainer and Customer Service Representatives
- Assisted with all procedures in transitioning to a new vendor and finalizing the closure of the call center
- Assist with storage of documents based on retention schedule
- Assisted multiple departments with their daily operations, e.g., back office, mailroom, image review, storefront, and call center
- Work directly with the client, TXDOT with escalated customers
- Completed hiring and termination of employees
- Updated reports sent directly to the client
call center manager
- Study quality outcomes through different channels and correlate data in order to stand on customers satisfaction drivers
- Study complaint management cycle to identify are for improvement
- Engaged in hiring process to ensure that partner is hiring the agreed calibers
- Daily reporting to UAE management team in terms of operational results/challenges
call center manager
- Answer calls, work with passengers.
- Sell tickets and support customers
- Collaborated with various departments for troubleshooting
- Prepare reports for different departments or upper management
call center manager
- Conducted terminations.
- Liaison between the Customer Service Agents, Account Management and Client Executive Team.
- Lead and manage call center projects such as incentive programs and process improvements.
- Responsible and accountable for meeting departmental Service Level Agreements.
call center manager
- Establish strong long term relationship with the clients and its representatives, and communicate on operational achievements and issues on a regular basis
- Achieve and Maintain SL% objectives
- Identify and develop AHT target plan consistent with operations new processes upon clients’ request
- Develops and specifies accounts’ operational objectives (medium-term and annual planning) according to the Customer Relationship Management strategy and to the quality standards
- Coordinates and ensures development of the account and the performance management of account staff
- Defines training units needs and implementation as well
- Analyzes and evaluates operational results, takes appropriate actions for improvement
call center manager
- Managing BO team of Jawwy TV service.
- Coordinate with Intigral and marketing for business SLA & KPIs.
- Managing and increasing the performance and efficiency of the staff.
- Ensure that all daily needs and tasks are completed successfully.
- Performing other ad-hoc duties as requested by high management
- Managing and improving the functional processes, policies, and techniques in assistance of the company’s objective.
call center manager
- Establish strong long term relationship with partner/vendor
- Achieve and Maintain SL% objectives for all LOBs
- Develops and specifies accounts’ operational objectives (medium-term and annual planning) according to the high level management strategy
- Analyzes and evaluates operational results, takes appropriate actions for improvement, and corrective actions when needed
- Communicates operational issues, with the concerned interface via the proper media to ensure the enhancement of the operation flow
- Develop and sustain a work environment that motivates high performance; recognizes and rewards individual and team excellence
- Define process gaps between different LOBs to ensure delivering outstanding experience for end user
call center manager (usairways.com)
- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (upselling, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor telephone handling and other procedures
- Evaluate performance with KPI (accuracy, call-waiting time etc.)
call center manager
- Managed 15 employees
- Responded to customer inquiries via email, phone, and chat
- Implemented quality assurance metrics
- Provided onboarding for new employees
- Expanded services and departments
- Created new training programs
- Updated customer facing interaction protocols
call center manager
- Organization and supervision of the sales teams
- Monitoring of customer satisfaction
- Definition and monitoring of team leaders goals
- Initial and ongoing training of customer advisors
- Develop quality employees within the call center to take over leadership positions
call center manager
- Managed team of 15-30 inbound customer service agents.
- Resolve internal complaints through conducting coaching sessions with customer service agents.
- Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. questions regarding policies and procedures.
- Evaluate employees’ job performance and conformance to regulations and recommend appropriate personnel action.
- Handled escalated calls with members.
- Participated in bi-weekly client conference calls to go over team metrics and call handling.
- Assisted in First Call Resolution Pilot and implementing new process to assist in resolving claim issues in first call.
call center manager
- Answered representative’s questions, guided them through difficult calls or issues;
- Leaded team meetings;
- Prepared reports and analyzed call center data to improve processes;
- Assisted other management team members in identifying trends and establishing call center goals.
call center manager
- Achieved record of keeping the service level performancefixed at 98% for 1 year.
- Worked on project strategies & development.
- Managed 2 supervisors, 15 call agents and 2 admin staff.
- Completed conversions of all contract employees to permanent employees in approximately 2 weeks
call center manager
- Manage two sites, with a team of over 180 employees
- Ensure adherence to required contract performance standards, deadlines, and proper procedures
- Hiring manager responsible for assisting with recruiting, interviewing and selecting employees based on staffing plans
- I9 Verifier
- Payroll processor for the TxDOT business unit
- Review reports pertaining to the Service Level Agreement and Key Performance Indicators
- Consistently provides support to staff as a mentor to allow for continual self-growth and assist in establishing goals
call center manager
- Instrumental in the consolidation of two call centers by providing needed statistics, creating schedules, merging policies, conferring with telecommunication department to ensure all phone lines are transferred properly.
- Communicated with upper management at both properties as well as Corporate to ensure timeline and needed actions were followed.
- Oversee the daily operations of a multi-property, 50+ team member call center exceeding 2,500 incoming calls per day.
- Promote an environment of exceeding guest expectations by advocating for consistent training, call coaching and leading by example.
- Direct, plan, and implement policies, objectives, or procedures to ensure continuing operations, maximize service levels, and enhance overall guest experience by working with all levels within the organization.
- Create call reports, queries, and solicit information related to incoming calls, reservation conversion and lost calls to review and identify areas needed for improvement.
- Attend and participate in property and company meetings as a representative and advocate of the department.