Customer Service help desk it

DOUGLAS M. JEFFRIES

**** ***** *** * *** Vegas, NV 89081 702-***-**** *******@*******.***

Dynamic, ambitious, and results-driven Business Analyst and Hospitality Professional with broad based experience in Project Management, Operations, Information Technology, and Staff Development. Eager to integrate exceptional business acumen, development of technology solutions, and a deep and rich understanding of tactical business planning toward supporting the goals of a progressive employer. Core competencies include:

Windows/Agilysys/iSeries/LMS/Opera/HotSOS/ShowGate/ShowNet/ResNet/MS Office/VB Script/HTML/JavaScript

Research/Analysis/Data Collection/Identify Key Metrics/Trend Analysis

Succession Planning/Org. Development/Business Analysis/Process Improvement PROFESSIONAL HISTORY

2014 to Present: Zephyr Partners Solutions, Las Vegas, NV - Call Center Specialist

Optimized hotel occupancy results through the implementation of policies, proceedures and marketing strategies, resolved complaints, and enhanced business results through key pricing and marketing strategies.

Provided leadership and oversight to staff in delivering exceptional customer service to all guests and maintained compliance with day to day business requirements; leveraged exceptional communication and client relations skills to effectively and efficiently achieve KPI and SLA standards. 2008 to 2010: Las Vegas Sands Corporation, Las Vegas, NV - Business Analyst

Contribute technical savvy and business acumen in defining project requirements; make determinations regarding user requirements, work flow processes and operations needs to deploy technical solutions to support critical business goals.

Perform extensive analysis and develop business models for the integration of mainframe data between 2 existing companies; collaborate with internal team members to drive cohesion in processes and procedures, and establish critical project paths to ensure timely completion of requirements.

Effectively apply project development and management methodologies to include story boarding and Use Case applications; provide second-tier support for all COTS and proprietary applications. 2006 to 2008: Bally’s Hotel and Casino, Las Vegas, NV - Hotel Operations Supervisor

Led day to day business operations, delegated authority and assigned responsibilities; assisted in completing front desk activity reports, implemented key performance goals and metrics, and trained staff in all facets of customer service, problem resolution and business expectations.

2005 to 2006: Agilysys, Inc, Las Vegas, NV - Install Support Specialist, Hospitality Solutions Group

Trained clients on features and functionality of LMS, ARTS, ShowGate, ShowNet and ResNet applications;

Assisted product installation and file building expertise to optimize user performance.

Provided second level application support for all products 1996 to 2005: Mandalay Resort Group, Las Vegas, NV Internet Programmer - Corporate Internet Marketing

Spearheaded the creation and maintenance of show ticket purchasing applications; developed and deployed creative internet marketing campaigns, designed layout for booking pages, and assisted in the creation of new features to enhance 3rd party online applications.

Interpreted usability studies to define new opportunities for improvement; leveraged strong technical savvy to support booking applications, train the user community, and implant upgrades and changes to website. Hotel Application Support - Corporate Information Technology

Provided hands-on technical support and assistance for end-users utilizing Cognos Impromptu applications; oversaw LMS upgrades, user training, and software installation strategies to optimize functionality and performance results. Assistant Manager Reservations/Hotel Operations Supervisor – Luxor Hotel Casino

Optimized hotel occupancy results through the implementation of key policies and procedures; developed and managed a high performance staff, resolved complaints, and enhanced business results through key pricing and marketing strategies.

Provided leadership and oversight to hotel staff in delivering exceptional customer service to all guests and maintained compliance with day to day business requirements; leveraged exceptional communication and client relations skills to effectively and efficiently resolve complaints and issues.

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