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Customer Service Training: Human Resources

Location:
Walls, MS
Posted:
May 10, 2017

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Resume:

AMANDA R. HEAD

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

Southaven, MS 38671

Tel: 662-***-**** Cell: 662-***-****

Email: acz8ef@r.postjobfree.com

WORK HISTORY

Jun 2014

to

Present

Engagement Advisor

Caesars Entertainment/Horseshoe Casino

Robinsonville, MS 38664

Administer programs to effectively influence and support the strategic direction for the property. Work in partnership with property leaders, Training/Recruiting and Employee Relations to implement high impact practices and programs designed to maximize performance and results via a consistent and meaningful employee experience.

Successfully implemented programs that support, develop and engage a diverse workforce

Provided exceptional customer service internally and externally

Demonstrated an upbeat and positive attitude

Ability to guide employees to proper resources whenever help was/is needed

Ability to communicate effectively with all levels of the organization

Ability to develop creative solutions to challenging problems

Consistently showed a genuine interest in employee progress

Excels in training, leading and motivating people

Keeps full alert to the weakness, strengths, and opportunities facing the organization

Proven ability to develop programs to improve the effectiveness and overall operation of the organization

Effectively formulates strategies, tactics and action plans to achieve results

Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business

Ability to communicate effectively verbally to all levels of the organization

Ability to monitor department metrics to identify trends and make recommendations for positive change

Ability to provide management with periodic reports of team's progress Oct 2006

to

Jun 2014

Sr. Training Specialist

Caesars Entertainment/Horseshoe Casino

Robinsonville, MS 38664

Partner with and worked closely with the HR team and Operations to determine and develop specialized training needs for the departments. Design and produce training aids and support material. While working closely with business partners to improve training. Monitor and evaluate the progress and effectiveness of training and development programs and made recommendations for improvements.

Served as trusted advisor to guide business decisions

Supported business partners in identifying and the development of employees for key leadership positions

Partner with department managers to determine skills and experience needed for positions

Ensured positive relations within the business

Advised and assisted with design of instructional systems to facilitate department needs

Acted as an internal consultant to assist management in the analysis and identification of organizational issues and development

Ensured business partners have the appropriate talent pipeline

Facilitated branded training program as needed

Conducted development planning and follow up for leaders attending training Dec 2004

to

Oct 2006

Training Manager

Caesars Entertainment/Horseshoe Casino

Robinsonville, MS 38664

Oversees training development and implementation. Carried out supervisory responsibilities in accordance with the departments/organization's policies and applicable laws.

Designed and implemented training courses

Monitored performance of employees, to determine the needs of positions

Designed recurring training programs based on performance

Ensured that training classes are designed to be participative, through the use of role play, on the job training and audio-visual aids

Communicated on a regular basis with appropriate department, and ensured that training programs reflected their needs

Identified and communicated Training needs to HR Shared Services and Centers of Expertise

Served as a trusted advisor to guide business decisions and is sought out for training related decisions

Drove the Caesars culture through the mission, vision, values and expected behaviors and customer service principles

Performed well in crisis situations

Placed high priority in developing effective solutions to customer needs May 1999

to

Employment Manager/Recruitment

Caesars Entertainment/Horseshoe Casino

Dec 2004 Robinsonville, MS 38664

Plan and carry out policies relevant to all phases of Human Resources. Supports and cultivates new ideas and methods to deliver business solutions. Deliver assignments/projects on time and completed all aspects before delivering to internal clients.

Worked closely with department managers to identify unique and specific staffing needs and scheduling considerations ensuring maximum productivity and employee satisfaction

Conducted workforce assessments and plans/executes reduction in force when needed

Partner with business partners to ensure proper execution of HR programs and policies

Overseen daily input of Personnel Administration data

Participated as part of the interview team for all exempt and non-exempt level position

Investigated and respond to employees' complaints or grievances regarding work environment

Reviewed and provided counsel on, performance and disciplinary documentation

Assisted in budget development

Ensured ordering and storing of applications benefit, licensing and new hire supplies

Understand benefits package to make wage increases recommendations

Drove business diversity initiatives aligned with companywide strategy

Monitored legal compliance with federal, state and gaming laws

Act as a role model and presented oneself as a credit and encourages others to do the same

Responsible for project management, establishing and meeting timelines, attention to detail and to follow-through

Coordinated posting through local and corporate JOB Feb 1995

to

May 1999

Employment Rep/Lead/Supervisor

Caesars Entertainment/Horseshoe Casino

Robinsonville, MS 38664

Delivered assignments/projects on time and completed all aspects before delivering to internal clients.

Coordinated internal and external recruitment efforts including reviewing open requisitions

Developed communication for recruitment and benefits

Conducted interviews for exempt and non-exempt positions and make recommendations to hiring supervisor and managers accordingly

Trained new supervisors/managers on proper hiring/interviewing procedures and process

Assisted in educating external network and community members on job openings and requirements

Resolved insurance/benefits issues as needed

Attended public speaking engagements as necessary

Recommended disciplinary actions or disciplines employees

Supervised and monitor work of employees

Monitored legal compliance with federal, state, and gaming laws EDUCATION

Aug 1984

to

May 1985

Northwest Community College

Senatobia, MS 38664

Medical Records Clerk

MEMBERSHIPS

Toastmaster's International -

Empower individuals to become more effective communicators and leaders

Provides supportive and positive learning experience

Developed communication and leadership skills, resulting in greater self- confidence and personal growth

SOFTWARE/SYSTEM SKILLS

Advanced computer skills using Microsoft Word, Excel, Publisher, PowerPoint and the Internet

REFERENCES

References will be provided upon request



Contact this candidate