Customer Service Manager
Resume:
CORY BENWAY
**** ******* ***. * Las Vegas, NV ***04
******.****@*****.***
CAREER PROFILE
Over 13 years of HR experience within the hotel/casino industry
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Experience in all HR areas including Labor Relations, Training, Employee
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Services, and Compensation
Over five years of Labor Relations experience including contract negotiations,
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management training, grievances, arbitration and union avoidance
Extensive knowledge in areas of customer service, diversity, employee
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pride/retention and management development having successfully created and
implemented such programs for two major Strip hotel/casinos
Former schoolteacher having taught high school and elementary aged students.
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Award winning stage performer, public speaker and instructor who is comfortable
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performing for or instructing/facilitating groups of participants from one-on-one to
small groups to audiences of 2000 or more.
KNOWLEDGE, SKILLS AND ABILITIES
Microsoft Office – Proficient in Word, Excel, Outlook, PowerPoint and Photoshop.
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Experience with Infinium, AS4000 payroll system, Kronos timekeeping program,
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TalentWorks training program, and CaseTracker case management program.
Exceptional public speaking skills.
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Ability to maintain confidentiality of sensitive information
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Ability to establish and maintaining effective working relationships with line-level,
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management and executive level employees.
Good organization skills.
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Skills in preparing and maintaining records, writing reports, and responding to
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correspondence.
Knowledge of union contracts and strong working relationships with top union
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representatives.
EDUCATION HISTORY
Diploma/Accelerated Certificate Las Vegas High School
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Various Training Certificates (including) MGM Resorts Int.
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Microsoft Office Word, Excel, PowerPoint, Photoshop
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Diversity
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Law and Employment
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Understanding Collective Bargaining Agreement
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Effective and Positive Leadership
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o Motivation and Coaching
WORK HISTORY
Director of Human Resources July 2009 - August 2012
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Circus Circus Hotel & Casino
Directed and supervised the day-to-day activities of the Human
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Resources division and its staff of 11 – 14 employees.
Assisted the Vice President of Human Resources with strategic planning
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and goal setting for the HR division, as well as handle all issues in his
absence.
Served on the property Executive Committee formed to create and
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implement property wide programs regarding diversity, customer service,
sustainability, property knowledge and employee pride.
Served as the executive chair to the property’s diversity council in charge
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of creating and implementing a property wide diversity program. Also
served at master facilitator for diversity classes.
Served as the “Voice of Circus Circus” including voiceovers for company
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videos (CCLV and Corporate), phone trees and the introduction of
Midway Acts.
Oversight of all property videos, including script writing, filming,
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voiceovers and editing.
Direct oversight of the Employee Relations Department its duties and
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staff of four.
Please see specific duties under Employee Relations Manager.
Employee Relations Manager October 2007 – July 2009
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Circus Circus Hotel & Casino
o Creation and implementation of departmental and property policies
and procedures.
o Oversight of Union grievances, arbitrations and employee councils.
o Administered and interpreted collective bargaining agreements for
a total of nine unions: Culinary, Bartenders, Teamsters, Operating
Engineers, Carpenters, IATSE, IATSE Wardrobe,
o Lead internal investigations regarding employee misconduct,
harassment and discrimination and policy violations.
o ADA and FMLA advisement and accommodation/LOA review and
approvals
o EEOC and NERC case investigations assistance
o Oversight of Unemployment
o Oversight of Light Duty program in conjunction with corporate
worker’s compensation program.
o Counseled, guided, disciplined, trained supervisory and
management level employees.
o Advised management and executive level staff on matters of
federal, state and local laws.
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Development and Services Manager October 2005 – October 2007
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Circus Circus Hotel & Casino
Initial creation, implementation and oversight of employee training
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programs including topics such as policies and procedures, customer
service, understanding your collective bargaining agreement, union
avoidance and computer training
Implemented a property wide e-learning management-training program
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consisting of over 300 online training modules.
Creation and implementation of property wide employee communications
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program which included employee newsletter, daily pre-shift information,
property back-of-the-house signage and all employee meetings.
o Creation, implementation and oversight of programs such as Employee of
the Month, Employee of the Year, Take Pride property awareness and
employee recognition program, Employee Emergency Relief Fund VOICE
employee giving program
o Creation, implementation and oversight of employee functions such as
holiday party and gift distribution, diversity cultural celebrations, and
employee lost and found/retail sales benefiting the company’s employee
giving program.
Training Coordinator September 2000 – October 2005
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The Mirage Hotel & Casino
Oversight of the initial processing of new hire employees including I-9
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work authorization cards and position requirement cards such health,
alcohol awareness and/or sheriffs card.
Facilitation of New Hire Orientation including topics such as policies,
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diversity, and safety.
Schedule and coordinate all training classes for management and line-
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level employees including class enrollment and tracking, participant
reminder, as well as coordination with class instructors from both within
and outside of the property.
Assist the Director of Training with day-to-day operations and strategic
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planning for future courses. `
Office Services Attendant June 1999 – September 2000
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The Mirage Hotel & Casino
o Specific Mailroom and Docutech job duties available upon request.
Teacher – Kindergarten and Preschool November 1993 – June 1999
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Griffith United Methodist School
o Specific teaching job duties available upon request.
- References available upon request -
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