BILLY VINCENT
North Las Vegas,NV
Summary
Result driven Customer service professional with 10+ years of experience across travel, account services, and team supervision. Proven ability to resolve complex issues, improve customer satisfaction, and lead high-performing teams. Strong communicator with a focus on efficiency, relationship-building, and delivering consistent results in fast-paced environments. Willing to relocate: Anywhere
Overview
18
18
years of professional experience
1
1
Certification
Work History
Lifestyle Manager
Tengroup
Las Vegas, NV
10.2024 - 06.2026
- Arranged travel logistics by booking flights, accommodations, transportation, dining, and excursions based on client preferences.
- Provided travel recommendations by offering advice on destinations, local attractions, and unique experiences.
- Managed travel logistics by addressing last-minute changes, cancellations, and special requests for a seamless travel experience.
- Developed relationships with hotels, airlines, tour operators, and travel partners to obtain optimal deals and benefits for clients.
Housekeeping Supervisor
Flamingo Hotel and Casino
Las Vegas, NV
08.2023 - 12.2025
- Supervisory over 15 house keepers daily
- Directed inventory organization and delegated tasks within teams to optimize operations.
- Managed room assignments and responded to guest service requests to elevate satisfaction levels.
- Oversaw coordination of maintenance and concierge services to enhance guest experiences. Led payroll processing efforts and resolved discrepancies to ensure record accuracy.
Customer Service Supervisor
C3 Connections
Henderson, NV
02.2019 - 08.2023
- Team Lead position responsibility of managing team members' daily performance, provide coaching and up-training
- Monitored call metrics and call listening for better members engagement
- Reviewed quality assurance scores and other account management measures
- Performance reviews and company compliance reports
Travel Consultant
TELUS
Las Vegas, NV
04.2016 - 02.2019
- Dedicated agent for American Express Travel
- Inbound Calls and Emails
- Providing members with travel options: flights, hotel and packages
- Providing concierge services reviewing card benefits and points in travel
- Resolve member disputes with plan and/or billing providing refunds, cancellations and renewals
Government Programs
United Health Services
Las Vegas, NV
02.2014 - 04.2016
- Assisted inbound inquiries from Medicare and Medicaid members regarding plan options and benefits information.
- Processed prior authorizations for medications and submitted billing claims efficiently.
- Supported team morale by providing coworkers with gifts and positive encouragement, fostering strong relationships.
- Facilitated transportation assistance and conducted benefits reviews.
- Reviewed account and prescription benefits to ensure clarity on out-of-pocket expenses and balances.
Loan Associate
Trends Acts Loans
Las Vegas, NV
11.2008 - 05.2012
- Processed payday advances for online shoppers and facilitated recovery and collection efforts.
- Assisted in resolving failed funding issues and reprocessing loans.
- Handled accounts payable fraud investigations and managed payment arrangements and consumer disputes.
- Reviewed loan renewals and conducted pay increase evaluations.
Education
Associate of Arts - Pharmacy
Kaplan College
NV01.2012
High School Diploma -
Las Vegas High School
NV06.2001
Skills
Automobile claims
Online booking platforms
Outbound calling
Recruiting
Cash drawer securing
Fraud
Client relationship development
Provide clear communications of expectations and goals Resolving customer and agent inquiries and issues, technical
Computer networking
Departments with company Travel Counselor Desktop Support
Support and troubleshooting applications as needed Continuous communication with OM, Training, and other
Telecommunication
OSHA
Auditing experience within hospitality industry
CRM software
Travel agency experience
Print magazines
Windows
Operations management
HRIS
Travel agent experience
Automotive rental insurance claim management
Google Docs
Microsoft Powerpoint
Customer complaint resolution
Travel planning
Team leadership
Front desk
LAN
Client file management
Delegation
Medical office experience
Relationship management
VPN
Financial transaction processing
Team Management
Amadeus
Casino chip counting machine operation
Order entry
Multi-line phone systems
Travel planning software
Account management
Team development
Paratransit
Data analysis skills
Accounting systems
Delivery driver experience
Microsoft Office
Banking
DOT (Department of Transportation) regulations
DNS
Inside sales
Written communication
Business hotel experience
Sabre Global Distribution System
OPERA
Healthcare management
LMS
Citrix
Night shift scheduling
Technical Proficiency
Microsoft Windows Server
Determine and maintain team members attendance, matrix, and Desktop support
Microsoft
Medical terminology
Attending educational professional development
Hotel management
Logistics management
Operating Systems
Cash drawer handling
Office experience
Time management
Guest services
Sales
Conflict management
Casino compliance and regulation
Linux
Travel scheduling
Project management
Objection handling (sales technique)
Global distribution systems (GDS)
Individual consumer customer service
Organizational skills
Credit card payment processing
Pharmacy Technician Experience
Risk management
GDS
Accounting
Balancing end-of-day transactions
Hotel experience
User Interface (UI)
Network Support
Live Chat
Independent research
Application Support
Training & development
Certification
- Driver's License
- Certified Records Manager (CRM)
- CDL A
- OSHA 10
- First Aid Certification
- Asbestos Certification
- CDL B
- Forklift Certification
- Passenger Endorsement
Languages
Haitian Creole - Fluent
Multilingual
English
Bilingual
Spanish
Timeline
Lifestyle Manager
Tengroup
10.2024 - 06.2026
Housekeeping Supervisor
Flamingo Hotel and Casino
08.2023 - 12.2025
Customer Service Supervisor
C3 Connections
02.2019 - 08.2023
Travel Consultant
TELUS
04.2016 - 02.2019
Government Programs
United Health Services
02.2014 - 04.2016
Loan Associate
Trends Acts Loans
11.2008 - 05.2012
Associate of Arts - Pharmacy
Kaplan College
High School Diploma -
Las Vegas High School