Customer Service Manager
Resume:
D iane Simbari-Ma r k
Gardnerville, Nevada 89410
Summa ry of Qualifications
** ***** ********** ** ******** service and operations. Excellent skills in oral and wri t ten
communication, t raining, staffing, recruiting, hi ring, retention, employee relations issues,
development plans, appraisals, time management, performance appraisals and budgeting.
P roven abilities in developing and exceeding call quality metrics and conversion to sales.
Successful in controlling labor costs utilizing part-t ime and on-call staff during f luctuations in
call volume and constant monitoring of calls handled.
P rofessional Experience
H a r rah’s/Ha rveys Lake Tahoe, S tateline, Nevada M arch
2004 to August 2008
Training Operations Manager, May 2008 to August 2008
Rewrote front office t raining manual, t rained new hires in all front office processes including
check in/checkout, posting charges, billing disputes, cashiering and customer service to ensure
consistency for both properties. Trained existing staff on gaming and intra-property tools to
i mprove job knowledge and improve customer service. Assisted front office as needed to ensure
s taffing was adequate and management present during peak times. Position eliminated.
Contact Center Manager, November 2004 to May 2008
Managed the Harrah’s Northern Nevada off-site property contact center for Harrah’s properties
located in Stateline and Reno, Nevada. Inbound reservations calls taken for rooms, shows,
restaurants and events. Produced and submitted monthly and ad hoc reports t racking call center
costs, t rends and market demand. Managed wholesale room blocks and rates via GDS and
I n ternet channels on a daily basis to ensure maximum occupancy and revenue goals were
achieved. Consistently reduced and controlled costs by increasing part-t ime and on-call agents to
f lex schedules as demand changed. Successfully revamped employee incentive program to retain
s taff and reduce hiring and t raining costs. Updated and executed call quality and customer
service standards including call monitoring, verbiage protocols, length of calls, hold t imes and
marketing initiatives. Handled and resolved employee relations issues, recrui tment, hiring,
terminations, progressive discipline, appraisals and development plans. Center closed due
regionalization of all Harrah’s properties’ inbound calls to Las Vegas. Was t ransferred to
p roperty as Hotel Operations Manager, where I was in charge of t raining for front office and VIP
agents, for both Lake Tahoe properties.
Hotel Manager, March 2004 to November 2004
Responsibilities included managing front office, bell desk, valet, concierge and hotel operators’
budgets, appraisals, employee issues, hi ring, coaching and termination. Responsibilities also
i ncluded yield management of hotel room revenues, assuring customer satisfaction through a
r igorous company program, evaluating and re-wri ting front office cashiering and accounting
p rocedures to reduce department revenue losses, and ensure state and federal regulations were
consistently followed. Accepted request to run the Northern Nevada customer contact center
w hen manager position became available.
Resume of Diane Simbari-Mark cont’d
H a r rah’s Las Vegas, Las Vegas, Nevada June 2000 to December 2003
Reservations Manager
Responsibilities included managing room reservations agents and hotel operators in a dynamic
i nbound call center while controlling labor cost and ensuring union regulations were in terpreted
and enforced. Forecasted and analyzed room occupancy, and maximized room revenues for 6
market segment in a 2600 room, center strip property. Maintained relationships with third party
partners to ensure hotel occupancy was maximized on same day. Implemented and maintained
company calls quality standards and metrics. H i red, coached, disciplined, and staffed according
to labor agreement. Worked closely with HR and Labor Relations on employee issues and
participated in grievance hearings. Assisted with contract negotiations for Teamsters’ hotel
reservationists, front office staff and hotel operators in 2002-2003, and participated in boards of
review for non-union personnel. Performed supervisory appraisals and conducted quarterly
meetings with staff. Managed all room segments, including wholesale, group sales, casino,
leisure and special events. Produced annual budget and reduced labor costs by controlling
s taffing levels during volume shifts. Relocated with husband’s career and was offered Hotel
M anager position for Ha rrah’s Lake Tahoe.
E ducation
B.A., General Studies, 1987, University of Arizona, Tucson Arizona
H uman Resources Studies Certificate, 2010, Cornell School of Industrial and Labor
Relations
A 6 month program covering all aspects of Human Resources, including employee relations and
employment law, recruiting, hi ring, retention, benefits, organizational culture, and
compensation. Completed June 2010.
I n terests/Activities
P.E.O. –Philanthropic Education Organization (an international women’s organization that
p rovides funding to assist women at all levels of higher education).
Computer Skills
MS Excel, Word, Outlook, PowerPoint
IAD/LMS Hotel Property Management System (front office, accounting, payroll, packages)
HODES IQ (some experience)
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