SUSAN M. CASERMA

**** **** *** ******

Las Vegas, NV 89148

Cell - 702-***-****

Email - acef7c@r.postjobfree.com

Work Experience

September 2011 – March 2014 – Zephyr Partners Solutions, Las Vegas, NV

• Office Manager – September 2013 to March 2014 - Manage the day to day operations of the office, including managing the

cleaning staff, ordering of office supplies, maintaining the company and conference room calendars and handling the mail.

Interact with ZPS executives, managers and team members, as well as building management. Recruit and hire new agents.

Most recently hired 26 agents for a new account. Continued to train new PBX Supervisors until they are comfortable in their

new positions

• PBX Manager – September 2011 to September 2013 - Oversee the day to day operations of two accounts totaling ten properties

and manage 15 operators. Prepare weekly schedules and training materials. Train new operators. Ensure that all ZPS and

client policies and procedures are followed by all team members. Correspond with ZPS and Account management. Proficient

in Word, Excel, PowerPoint, Outlook Email, inContact, Opera, HotSOS, LMS and all ZPS programs.

January 2011 – September 2011 – Riviera Hotel & Casino, Las Vegas, NV

• Marketing Coordinator – Assist Marketing Manager with the day to day operations of the Marketing Department. This

included working closely with all hotel departments, vendors and entertainers.

May 1996 – September 2010 – Station Casinos, Las Vegas, NV

• May 2008 – September 2010 – PBX Supervisor – Worked side by side with department manager on the day to day operations

of the PBX department. Responsibilities included the preparation of schedule, payroll, prepare training documents, report

preparation of HotSOS issues and monitoring operator productivity. Prepare team member evaluations and coaching. Ensure

that all policies and procedures of the PBX department are followed by all team members. Work with team members on any

challenges that may occur while performing their daily job functions. Train new PBX operators. Proficient in i3, LMS,

Outlook, Excel, Word, PowerPoint, HotSOS, JD Edwards and Kronos.

• November 2006 – May 2008 – PBX Supervisor – Red Rock Casino Resort & Spa - Worked side by side with department

manager on the day to day operations of the PBX department. Responsibilities included the preparation of schedule, payroll,

prepare training documents, report preparation of HotSOS issues and monitoring operator productivity. Prepare team member

evaluations and coaching. Ensure that all policies and procedures of the PBX department are followed by all team members.

Work with team members on any challenges that may occur while performing their daily job functions. Train new PBX

operators. Proficient in LMS, Outlook, Excel, Word, PowerPoint, HotSOS, JD Edwards and Kronos.

• February 2006 – November 2006 – PBX Trainer - Red Rock Casino Resort & Spa – Prepared all training materials and

trained newly hired team members using the policies and procedures set forth by PBX management. Assist team members in

the absences of the manager or supervisor. Answer incoming calls, enter and monitor HotSOS issues, page jackpots, email slot

counts and log guest wake up requests.

• May 1996 – February 2006 – PBX Operator - Texas Station Gambling Hall & Hotel – Answer incoming calls for Texas

Station and Fiesta Rancho hotels. Page guests, announce jackpots, set and log guest wake up requests. Monitor

communications over Security radios and relay information on emergency panels.

Education

SUNY Farmingdale, Farmingdale, NY, A.S. Degree

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