Services Manager Customer Service

Tyree J. Brown

**** ******** **, *********, ** **044 562-***-**** ***********@*****.***

EMPLOYMENT HISTORY

Villa Services Manager (Loft Services Manager), SkyLOFTS at MGM Grand 05/2023 — Present

Las Vegas, Nevada

Led a 5-star, Forbes-trained staff, ensuring adherence to cleaning standards and company policies while fostering a positive work environment and enhancing staff effectiveness through feedback and training. Conducted daily inspections to meet Forbes and MGM standards, digitized operations to reduce errors, and streamlined report building. Resolved guest complaints professionally, redesigned privacy door hangers, and implemented a Summer Conservation program for improved guest comfort. Managed inventory, master keys, and equipment, eventually introduced a new key management system and ensured accurate daily reporting and work order tracking. Instructed staff on safe cleaning practices, adhered to legal and company standards, and improved Workday Learning compliance from under 10% to 100%. Monitored productivity, tracked staff performance, and supported various projects to enhance efficiency. Rigger, James Thomas Productions

10/2022 — Present

Las Vegas, Nevada

Oversee setup and teardown of automation systems and equipment, directing local crews in assembly and disassembly. Responsible for repairing and maintaining gear while ensuring safety and compliance with OSHA regulations and Best Practice Safety Standards. Maintain high aesthetic and quality standards and continuously improve efficiency and safety. Hotel Operations Assistant Manager, Caesars Entertainment (Planet Hollywood Hotel Resort and Casino)

11/2022 — 02/2023

Las Vegas, Nevada

As the Hotel Ops Manager, I excelled in delivering outstanding customer service by consistently surpassing guest expectations and aligning with the company mission. I managed and supervised Front Desk Agents, Valet, Parking, Bell, Door, and Baggage Handlers, overseeing recruitment, training, and performance management while ensuring adherence to company policies. I developed and enforced Standard Operating Procedures, managed budgets, and controlled expenses to enhance operational efficiency. My role involved reviewing shift reports, handling financial discrepancies, and maintaining accurate billing and payment systems. I addressed guest complaints, resolved vehicle claims, and implemented programs to boost satisfaction and efficiency. I ensured compliance with legal and safety standards, led emergency training, and maintained key control procedures. Also, I provided leadership and mentorship to staff, oversaw various hotel operations without senior management, and fostered effective communication across departments, demonstrating my ability to manage diverse tasks and teams effectively.

Tyree J. Brown

2970 Bothwell Pl, Henderson, NV 89044 562-***-**** ***********@*****.*** Night Audit Supervisor (Hotel Manager on Duty), Stations Casinos (Red Rock Hotel Resort and Casino)

9/2021 — 3/2022

Las Vegas, Nevada

As a Night Audit Supervisor, I consistently deliver exceptional service by meeting and exceeding guest expectations and living the company mission. I supervise and manage Night Audit Staff, ensuring optimal staffing levels, schedule adherence, and effective resource management. I provided leadership to overnight housekeeping and liaised with Security to maintain hotel order. I oversee hotel operations without senior management, ensure compliance with emergency procedures, and prepare detailed financial reports, including revenue summaries and audit checks. I act in multiple roles, such as Hotel Manager on Duty and Concierge Chef, while maintaining a thorough knowledge of hotel amenities and surroundings.

Bingo Agent, Stations Casinos (Palace Station)

7/2021 — 9/2021

Las Vegas, Nevada

As a Bingo Agent, I manage the sale and accounting of Bingo cards and mobile units, ensuring accurate funds handling. I actively circulate the Bingo room to assist players and maintain a smooth gaming experience. I also handle the collection and return of mobile units. I am committed to delivering exceptional customer service and ensuring compliance with all gaming laws, internal controls, company policies, Title 31, and federal regulations. Integrated Services Retention Manager (WFH), AT&T (Sutherland Global Services) 3/2021 — 9/2021

Las Vegas, Nevada

I handle and resolve customer and client inquiries related to services, products, billing, equipment, claims, and reports across multiple contact channels. My responsibilities include improving customer retention through targeted programs and services, using mechanized systems to manage service orders and requests, and maintaining a comprehensive knowledge of company products, services, and promotions. I make tailored recommendations based on customer needs for features, accessories, upgrades, and rate plans and efficiently process purchases using operational systems. Tax Associate (Seasonal - WFH), Intuit Inc (TurboTax Live) 2/2021 — 6/2021

Los Angeles, California

I ensure accurate and complete customer data entry in tax returns while maintaining high- quality interactions and experiences. I effectively troubleshoot and resolve issues by applying established practices and company policies and addressing routine tax support inquiries. I possess proficiency in technology and computer operations, utilizing government websites and toolkits to provide accurate answers. I document customer interactions thoroughly and represent the Intuit TurboTax brand by showing empathy, personalizing the experience, and empowering customers with confidence in their tax filing.

Tyree J. Brown

2970 Bothwell Pl, Henderson, NV 89044 562-***-**** ***********@*****.*** Insurance Retention Specialist IV, Automobile Club of Southern California 9/2015 — 6/2020

Los Angeles, California

I deliver exceptional customer service by promoting AAA products and services, effectively retaining and re-enrolling at-risk accounts, and handling cancellations and payment issues. As a leading agent, I guide members through insurance renewals and present unique products and promotions. I consistently meet performance goals, including service quality, product referrals, and productivity, while mentoring and developing new employees.

Public Relations/Information Officer / Executive Producer & Technology Engineer, Greater Zion Church Family

3/2015 — Present

Compton, California

As a versatile professional, I manage social media and website content, oversee graphic design, and handle videography, photography, and editing. My experience includes providing customer Service, maintaining computer networks and internet systems, and serving as the Executive Producer for the "What’s Up with That" radio show on KJLH. Tax Preparation Assistant, LA Tax Prep

1/2015 — 6/2020

Long Beach, California

Assisted clients with completing tax documents and identifying the appropriate forms for their tax liabilities. Reviewed documents to ensure compliance with fiscal rules before submission and processed an average of 40+ 1040/1040X and 10+ 1040 forms with daily schedules.

Bail Agent in Training, DMCG, Inc. dba Bail Hotline Bail Bonds 6/1/2013 — 12/2014

Riverside, California

I Provided exceptional customer service by managing up to six phone lines simultaneously, drafting contracts and agreements, and performing data entry to build client files. I also assisted the bail agent with various clerical duties to support efficient operations. Restaurant Manager / Developer, DMCG, Inc. dba “Pro bition Kitchen & Whiskey” 2/1/2013 — 6/24/2013

Riverside, California

Oversaw a restaurant's comprehensive design and setup, including hiring complete front and back- of-house staff. Developed and implemented policies, procedures, and standard operating procedures to ensure efficient operations. Delivered exceptional customer service while managing inventory, supplies, and uniforms. Ensured all restaurant equipment was maintained, cleaned regularly, and in proper working condition. Handled daily funds and deposits to ensure financial accuracy and integrity. Tyree J. Brown

2970 Bothwell Pl, Henderson, NV 89044 562-***-**** ***********@*****.*** Captain / Chief of Operations, Acuity Security (formally Ironclad Private Security) 4/1/2011 — 3/1/2013

Lake Forest, California

Coordinated comprehensive employee relations, including task delegation, hiring, training across various security domains, shift scheduling, performance reviews, and terminations. Provided regular oversight of security officers, significantly reducing theft for a major national client. Managed client relationships, conducted random post inspections and patrols, and handled detainment and arrest of shoplifters. Assistant Manager, Café Sevilla Restaurant & Night Club 2/10/2010 — 9/15/2012

Long Beach / Riverside / San Diego, California

Developed the company’s first Employee Handbook for Night Club Operations and introduced training programs that boosted employee performance and motivation. Achieved a dramatic increase in guest satisfaction from 86% to 98% across three regional locations within four weeks. Addressed and promptly resolved client feedback and complaints, using existing and new policies developed from evolving best practices in client relations. Enhanced guest satisfaction and employee retention by overhauling training practices for all staff levels, including management. ACTIVITIES

I enjoy spending time with family and friends, engaging in indoor and outdoor activities and sports, volunteering for various non-profit organizations, including my church, and participating in activities such as biking, working out, cooking, grilling, watching movies, camping, hiking, swimming, and more. I consider myself a modern Renaissance man. EDUCATION & TRAINING

1. Forbes Trained

2. Nevada Gaming License

3. PTIN Certification

4. Certified Tax Professional

5. National Registry of Emergency Medical Technicians — United States Registry 6. BSIS Licensed Security Guard

7. CPR Certified Health Care Provider Level — American Heart Association 8. California, New Mexico, Texas, Maine, and N. New England Resident Personal Insurance Lines Broker-Agent

9. OSHA 10/30 Certified

10. Forklift, Scissor Lift, and Boom Lift Certified

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