Ashley Silva
Las Vegas,NV
Summary
Professional with over 13 years of experience supporting guests, employees, and daily operations in a fast-paced hospitality environment. Throughout my career at Caesars Palace, I have built a reputation for being dependable, detail-oriented, and someone others turn to when issues need to be resolved. My experience includes working with hospitality software systems, such as Agilysys, LMS, Book4Time, investigating billing and account discrepancies, documenting issues. After completing the UNLV Cybersecurity Professional Program, I am pursuing opportunities in technical support where I can combine my customer service background, problem solving abilities, and growing technical knowledge to help user and contribute to a strong support team
Overview
13
13
years of professional experience
Work History
Receptionist Administrator
Caesars Palace Hotel And Casino
Las Vegas, NV
08.2013 - Current
- Support daily operations through guest assistance, appointment management, reservation coordination, and issue resolution.
- Utilize Agilysys hospitality systems, LMS, Maximo, Book4time, and Excel to support daily operations.
- Provide front line support in a fast-paced, high-volume environment.
- Troubleshoot billing discrepancies, account issues, and service concerns while ensuring timely resolution.
- Handle high-volume phone communications while maintaining excellent customer service standards and accurate documentation.
- Escalate complex issues to management.
- Create training materials and conduct onboarding sessions for new employees.
- Track operational data and reporting metrics using excel spreadsheets.
- Manage front desk operations, ensuring efficient guest check-in and check-out processes.
- Analyzed guest feedback to identify areas for improvement, driving enhancements in service delivery.
- Maintain a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
Education
UNLV Continuing Education Cybersecurity Program - Cyber Security
University of Nevada, Las Vegas
Las Vegas, NV06-2025
High School Diploma -
Las Vegas Academy of The Performing Arts
Las Vegas, NV06.2009
Skills
- Customer Support & Issue Resolution
- Hospitality Technology Support
- Agilysys POS Systems
- Basic Networking skills
- LMS Systems
- VPN Fundamentals
- Linux Fundamentals
- Ticketing & Escalation Processes
- Incident Documentation
- Excel Reporting & Data Tracking
- Windows Operating Systems
- Typing Speed: 60-80 WPM
Timeline
Receptionist Administrator
Caesars Palace Hotel And Casino
08.2013 - Current
UNLV Continuing Education Cybersecurity Program - Cyber Security
University of Nevada, Las Vegas
High School Diploma -
Las Vegas Academy of The Performing Arts