Brett Blackburn
Brooklyn,OH
Summary
Results-driven professional with over a decade of experience in operations management. Proven ability to streamline processes, implement training programs, and foster strong team collaboration, leading to improved customer satisfaction and performance metrics.
Overview
21
21
years of professional experience
Work History
General Manager
America's Best Contacts and Glasses
Fairview Park, OH
07.2014 - 07.2026
- Oversaw budgeting processes, ensuring alignment with business objectives and financial targets.
- Developed and implemented training programs for staff to improve service delivery and efficiency.
- Led operational strategies to enhance customer experience and optimize store performance.
- Analyzed sales data to identify trends and adjust inventory management practices accordingly.
- Streamlined workflows across departments, resulting in improved team collaboration and productivity.
- Established key performance indicators to monitor staff performance and drive accountability.
- Managed budget implementations, employee reviews, training, and created schedules.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
Front Desk Manager
Kalahari Resorts & Conventions
Sandusky, OH
03.2011 - 10.2012
- Managed daily front desk operations, ensuring seamless guest check-in and check-out experiences.
- Supervised and trained front desk staff, promoting service excellence and teamwork.
- Resolved guest inquiries and concerns promptly, enhancing overall satisfaction ratings.
- Implemented efficient scheduling and staffing protocols to optimize front desk coverage.
- Analyzed guest feedback to identify areas for service improvement, driving operational enhancements.
Front Desk Agent
MGM Grand Resort & Casino
Las Vegas, NV
09.2005 - 11.2010
- Managed guest check-in and check-out processes, ensuring efficient service delivery.
- Resolved guest inquiries and concerns, maintaining high satisfaction levels.
- Coordinated room assignments and special requests with housekeeping and maintenance teams.
- Trained new front desk staff on procedures and customer service standards.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
Education
High School Diploma -
Morrison R. Waite High School
ToledoSkills
- Operations management
- Leadership and team building
- Effective leader
- Training and coaching
- Problem resolution
- Strategic leadership
- Team player
- Efficient multi-tasker
Accomplishments
Customer Service - As General Manager, earned the highest NPS score within entire district for 2025 as well as previous years.
Customer Service - As sales associate, earned a CHAMPS pin every year of employment while working for America's Best Contacts & Eyeglasses which is received in recognition of outstanding personalized customer service.
VIP work - During employment at MGM Resort and Casino, was selected to work VIP events, during which I would check in celebrities, professional athletes and royalty. An honor bestowed only upon the most diligent and trust-worthy front desk agents.
Timeline
General Manager
America's Best Contacts and Glasses
07.2014 - 07.2026
Front Desk Manager
Kalahari Resorts & Conventions
03.2011 - 10.2012
Front Desk Agent
MGM Grand Resort & Casino
09.2005 - 11.2010
High School Diploma -
Morrison R. Waite High School