Barbara Blue
Las Vegas,Nevada
Summary
Dedicated professional with strong background in training and development, customer service, and leadership. Highly effective at educating people at all different skill levels, driving team performance and ensuring high-quality service delivery. Strong communication and problem-solving skills, combined with proactive approach to team management.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Guest Engagement Representative
Trump International Hotel Las Vegas
12.2008 - Current
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Conducted new-hire training and provided coaching to address in inefficiencies when required.
Hotel Division Training Manager
MGM Grand Hotel
12.1993 - 04.2008
- Developed and facilitated management training courses in service standards, performance management, coaching, diversity, sales, supervisor orientation and guest service.
- Evaluated employee performance to determine the effectiveness of implemented training programs.
- One of two primary principle designers for the MGM Diversity training program delivered to over 800 managers/supervisors.
- Created mentoring programs to facilitate knowledge sharing between experienced employees and new hires, fostering a supportive work environment.
- Developed engaging learning materials for various learning styles, ensuring maximum comprehension and retention.
- Collaborated with department managers to identify and address specific training requirements.
- Fostered relationships with external partners/vendors to provide specialized trainings when needed or beneficial to the division''s objectives.
- Enhanced employee performance by developing comprehensive training programs tailored to divisional needs.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Increased overall productivity with targeted training sessions addressing identified skill gaps.
Education
Western High School
Las Vegas, NVSkills
- Customer Relationship Management
- Goal-oriented mindset
- Meticulous attention to detail
- Data entry proficiency
- Performance Improvement
- Staff education and training
- Problem-Solving
- Project Management
- Sales Strategies
- Process Improvement
Certification
Coach Training Institute - CTI
CPCC Professional Coactive Coaching Certification 2008
Certified Trainer - Maximum Service Excellence - Freeman Group
Rapport Leadership International - Master Graduate
Timeline
Guest Engagement Representative
Trump International Hotel Las Vegas
12.2008 - Current
Hotel Division Training Manager
MGM Grand Hotel
12.1993 - 04.2008
Western High School
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