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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
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More Job Descriptions for :
1
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.
2
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
3
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
4
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.
5
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.
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