Customer Service Manager

**** **. **** ******* #****, Henderson, NV

89052319-***-****(***************@*****.***

Cassie Anderson, PHR

Objective

To truly live my passion in the Training and Organizational

Development field by utilizing my Human Resources experience while

challenging myself daily in a new career.

Experience

11/2007-present Excalibur and Luxor Hotel & Casino Las Vegas, NV

Training Manager

Designed and facilitated classes to develop skills for managers and

line employees, including the Situational Leadership class in the

Leadership Excellence Series and a Resume and Interviewing class

Developed the class schedules and processes and also instructed and

supervised other trainers to present the courses.

Promoted Skillsoft eLearning courses, registered participants and

followed-up with users of the system

02/2009-09/2009 Excalibur Hotel & Casino Las Vegas, NV

Pool Manager

Recruited, hired and trained a staff of 45 full- and part-time pool

employees. Managed scheduling and on-going customer service, CPR,

first aid and first responder training.

Developed training and incentive programs for pool and spa staff

. doubled revenue from cabana sales compared to previous summer.

Maintained an

average 80 percent occupancy for cabanas

. generated an addition $600 to $1,000 per week in spa upgrades

. developed new revenue-generating opportunities and trained staff to

sell them.

03/2006-11/2007 Boyd Gaming Corporation Las Vegas, NV

Sr. Employee Learning and Development Specialist

Developed leadership classes in the Future is Now series, created to

help grow and develop the leadership skills of Boyd Gaming management

Prepared members of the Learning and Development team with the

materials needed to successfully facilitate a class; coordinated

set-up and schedules for all training classes

Launched the Diversity initiative to the supervisory team members at

all 9 Nevada properties

Education

08/2000-12/2004 University of Iowa Iowa City, IA

Bachelor of Arts

Major in Communication Studies, Minor in Business Administration

Diversity Champion Workshop: 38 Flavors

12/2007

Rapport Leadership International: Leadership Breakthrough

One 2/2008

Rapport Leadership International: Leadership Breakthrough Two

12/2009

References: Available upon Request

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