Experience

Connections Housing

• United States
• Events Services
• 1 - 100 Employee

• Vice President Operations

  • Sep 2016 - Present

  Las Vegas, Nevada Area Responsible for the oversight and management the Operations Department compromised of staff who serve as primary contacts for clients and their events. Responsible for understanding client and attendee needs, delivering targeted solutions to housing teams, and achieving client objectives. Assist in high level project management as well as training new and existing team members. Work directly with the COO in implementing "Connections Way" service deliverables. Work closely with other departments… Show more Responsible for the oversight and management the Operations Department compromised of staff who serve as primary contacts for clients and their events. Responsible for understanding client and attendee needs, delivering targeted solutions to housing teams, and achieving client objectives. Assist in high level project management as well as training new and existing team members. Work directly with the COO in implementing "Connections Way" service deliverables. Work closely with other departments to achieve the best outcome for client and customer.

• Housing Services Manager

  • Mar 2013 - Sep 2016

  Las Vegas, Nevada Area Research, contract, and completed event set up in respective city of event. Ensure client has necessary hotel accommodations for their entire event, as well as complimentary rooms and concessions. Manage all client staff hotel arrangements. Build events in Passkey reservation system and manage inventory on a daily basis. Create marketing plans to boost hotel bookings for each event. Completed billing and gathered information for invoicing after each event. Handle day to day IT operations and… Show more Research, contract, and completed event set up in respective city of event. Ensure client has necessary hotel accommodations for their entire event, as well as complimentary rooms and concessions. Manage all client staff hotel arrangements. Build events in Passkey reservation system and manage inventory on a daily basis. Create marketing plans to boost hotel bookings for each event. Completed billing and gathered information for invoicing after each event. Handle day to day IT operations and troubleshoot computers systems as well as errors. Assist with daily office functions/operations.

• Reservation Supervisor

  • Mar 2012 - May 2013

  Las Vegas, Nevada Area Ensure agents adherence to policies and procedures while monitoring agent’s customer service skills to maintain quality standards. Handled customer service and problem resolution for any reservations or event logistics matters to ensure customer satisfaction. Assisted Housing Managers with all Call Center/Reservation staff assignments. Responsible for all in-office credit card/payment processing. Created and implemented a sales incentive program to add to company/event profitability.… Show more Ensure agents adherence to policies and procedures while monitoring agent’s customer service skills to maintain quality standards. Handled customer service and problem resolution for any reservations or event logistics matters to ensure customer satisfaction. Assisted Housing Managers with all Call Center/Reservation staff assignments. Responsible for all in-office credit card/payment processing. Created and implemented a sales incentive program to add to company/event profitability. Managed smaller group and event blocks. Responsible for Inventory Management Controls in Passkey. Assist with daily office functions/operations.



Manpower Staffing

• China
• Human Resources
• 400 - 500 Employee

• HelpDesk Support For UPS

  • Jul 2011 - Oct 2011

  Las Vegas, Nevada Area Take incoming calls from UPS external customers regarding technical issues for UPS shipping software called Worldship. Asked probing questions to determine the root cause of the issue and followed approved trouble shooting procedures to resolve the problem. Recorded calls in the HDFS (Helpdesk Field Service) system for tracking and monitoring of case status and resolution.



Cox Communications

• United States
• Telecommunications
• 700 & Above Employee

• 3 Product Technical Support

  • Jan 2011 - Jul 2011

  Las Vegas, Nevada Area Assist with connections and installation between Cox equipment and Customer owned equipment. Responded effectively and accurately to customer inquiries in a sincere, courteous, and professional manner, by remaining knowledgeable of company products, services and policies. Resolved a full range of technical customer service related problems and complaints by promptly and professionally gathering essential information, and determining appropriate steps to satisfactorily resolve issues.



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Customer Self Install

  • Mar 2009 - Jan 2011

  Las Vegas, Nevada Area Effectively and efficiently troubleshoot customer internet problems to be able to connect to their High Speed Internet services. Helped to upsell products for a global and well-known company while ensuring a satisfying customer experience. Helped customers set-up DSL modems provided by AT&T at a Tier1 level of support. Kept track of customer information in CRM Management systems. Work as a team player to keep numbers and feedback higher than established average in call center. Generated over… Show more Effectively and efficiently troubleshoot customer internet problems to be able to connect to their High Speed Internet services. Helped to upsell products for a global and well-known company while ensuring a satisfying customer experience. Helped customers set-up DSL modems provided by AT&T at a Tier1 level of support. Kept track of customer information in CRM Management systems. Work as a team player to keep numbers and feedback higher than established average in call center. Generated over $400 in referrals for the company in one week. Show less



PrideStaff

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Customer Service Temp Ahern Rentals

  • Jun 2008 - Nov 2008

  Las Vegas, Nevada Area By gathering information from various construction companies regarding project information, provided high-level clerical, administrative, and customer support to construction businesses for leading construction equipment Rental Company. Compiled information into notices for data entry into the AS400 system and Lienwriter. Answer all incoming calls and directed them to the correct associate. Organized and distributed all incoming faxes to appropriate department. Generated 150-200 Liens and… Show more By gathering information from various construction companies regarding project information, provided high-level clerical, administrative, and customer support to construction businesses for leading construction equipment Rental Company. Compiled information into notices for data entry into the AS400 system and Lienwriter. Answer all incoming calls and directed them to the correct associate. Organized and distributed all incoming faxes to appropriate department. Generated 150-200 Liens and Pre-Lien notices every week. Organized and successfully executed all front office tasks in a timely manner. Show less



Sahara Casino

• Gambling Facilities and Casinos
• 1 - 100 Employee

• Room Reservation Agent

  • Sep 2004 - Apr 2007

  Las Vegas, Nevada Area Provided excellent customer service while selling hotel bookings for medium sized casino on the Las Vegas strip. Convert inbound calls into confirmed hotel reservations through suggestive sales techniques. Maximize corporate profits by selling upgraded reservations and packages. Enter reservations from wholesale companies into AS400 system. Highest sales for four months consecutively. Significantly reduced call hold times. Implemented a retention program to encourage frequent visits