ALANA BAILEY
Las Vegas
Summary
Administrative Specialist with a strong background in Customer Service Contributing to the ongoing identification, development, and implementation of quality customer service and operational improvement initiatives. Passionate about safety and security, performance of SOP's, workflows, policies, and children and families; emphasis on those abused, neglected, and fragile. Exceptional track record of success in: supervising, mentoring, training, and coaching the administrative staff, and delegating assignments to ensure maximum productivity.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Sales and Marketing Agent
Wynn Las Vegas
Las Vegas
01.2025 - Current
- Produced sales documents, finalized deals and filed records.
- Recognized security risks to properly handle situations.
- Maintained relationships with existing clients through regular contact and follow-ups.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
- Identified customer needs by asking questions and advising on best solutions.
- Cultivated and preserved business relationships with prospective customers and market influencers and generated new clients and business partners, resulting in increased revenue.
- Listened to customer needs to identify and recommend best products and services.
- Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
- Greeted and assisted customers to foster positive experiences.
Talent Acquisition Specialist
MGM Resorts International
Las Vegas
01.2024 - Current
- Acted as liaison between candidates, hiring managers, and human resources personnel throughout hiring process
- Prepared offer letters and negotiated compensation packages with successful applicants
- Facilitated internal mobility by posting open positions internally before exploring external sources
- Participated in job fairs and other industry-related events to promote company's employer brand
Customer Care Coordinator
MGM Resorts International
Las Vegas
08.2021 - 01.2024
- Assist guests with their requests/inquiries regarding their experience
- Multi-task while recording guest's information into multiple reservation systems and ensuring maximum data integrity and accuracy
- Work with all other departments to ensure a smooth response to guest requests
- Review and respond to communication with MGM Rewards members through multiple email channels
- Investigate and resolve MGM Rewards members inquiries regarding tier level and/or tier credit adjustments
- Assist with password resets, online assistance and merging multiple accounts
- Create, modify room, entertainment and dining reservations within MGM Resorts International properties for members
- Perform other job-related duties as requested
Customer Service Representative
Signature Flight Support
Oakland
01.2020 - 07.2021
- Facilitated quality customer service integral to generating repeat and referral business, by providing prompt response in addressing needs and resolving issues
- Received callers providing exceptional listening skills to determine the nature of their call, in order to clearly and precisely address their inquiries in a professional manner
- Organized customer information and account data for business planning and customer service purposes
Office Manager
PACT Adoption/ State Farm Insurance
Emeryville
02.2016 - 12.2018
- Provided efficient and professional administrative and clerical service to colleagues and supervisors; provided excellent customer service to external and internal customers
- Answered multi line phone system and ordered office supplies to ensure adequate stock
- Successfully coordinated office operations accounts payable and accounts receivable, vendor and client relations, and email and mail correspondence
Pit Clerk
Aria Resort & Casino
Las Vegas
10.2015 - 02.2016
- Verified customer credit and issued markers
- Monitored and reported cash transactions
- Provided support to pit boss/ management team, kept track of patron's government tax amounts, rating slips, issued credit lines and referred patrons to gaming cashiers
- Prepared collection reports to supervisors
Customer Service Representative
Verizon Wireless
Las Vegas
07.2011 - 09.2015
- Identified opportunities to improve the customer service experience, processes, and communication as needed
- Promoted a positive team environment, continuously evaluated and identified opportunities to drive process improvements that positively impacted the customer experience
Education
Bachelor - Business Management
University of Phoenix
Skills
- Social Work
- Counseling
- Cross-functional Collaboration
- Case Management
- Training and Development
- Conflict Management
- Public Speaking
- Presentations
- Finance
- Accounting
- Relationship Management
Certification
- Zoom
- Microsoft
- Adobe
- Aviation Systems
- Patron Management-LME-MPE-OPRAH-Cleo-Bloomfire
Professional And Community Involvement - Leadership
Team Lead, 2007-2009
Professional Highlights
- Awarded highest seller of the month.
- Impeccable management reviews and compliments regarding strong work ethic.
- Multiple certifications in technology and applications.
Timeline
Sales and Marketing Agent
Wynn Las Vegas
01.2025 - Current
Talent Acquisition Specialist
MGM Resorts International
01.2024 - Current
Customer Care Coordinator
MGM Resorts International
08.2021 - 01.2024
Customer Service Representative
Signature Flight Support
01.2020 - 07.2021
Office Manager
PACT Adoption/ State Farm Insurance
02.2016 - 12.2018
Pit Clerk
Aria Resort & Casino
10.2015 - 02.2016
Customer Service Representative
Verizon Wireless
07.2011 - 09.2015
Bachelor - Business Management
University of Phoenix