Dana Freitas
Las Vegas,NV
Summary
Accomplished Operations Manager with a proven track record at MGM Resorts, leading a team of 25 with a focus on performance management and employee relations. Expert in HR compliance and training development, I excel in creating inclusive environments and enhancing team performance. Skilled in conflict resolution and fostering positive engagement, I drive operational excellence and employee satisfaction.
Overview
15
15
years of professional experience
Work History
Mother
Stay At Home Mom
Las Vegas, NV
05.2015 - Current
Operations Manager
MGM Resorts
Las Vegas, NV
04.2013 - 05.2015
- Directly led a team of 25 reservation agents at the Contact Center by carrying out responsibilities in accordance with the organization's policies and applicable laws
- Communicated and followed up to ensure that reservation agents were fully informed of all new information. related to products, procedures, guest needs and company related issues, changes or actions
- Managed team training; planned, assigned and directed work, appraised performance, rewarded and disciplined employees; addressed complaints and resolved problems confidentially and effectively
- Thoroughly documented team members absence and performance reviews through various avenues
- Monitored guest phone calls to observe reservation agents demeanor, technical accuracy, and conformity to company's policies
- Accomplished call center human resource objectives by assisting in recruiting, selecting, hiring, training, coaching, and counseling agents
- Overseed reservation agents leave of absence and ADA requests were submitted in compliance with company policies and FMLA laws
Assistant Manager
MGM Resorts
Las Vegas, NV
05.2011 - 04.2013
- Assisted with training, developing and coaching a team of 25 employees to manage all MGM Resorts properties in Las Vegas and Detroit
- Addressed guest complaints and resolved issues
- Monitored reservation agents phone calls and provided positive and constructive feedback to team members
Reservation Specialist
MGM Resorts
Las Vegas, NV
08.2009 - 05.2011
- Provided personalized service to guests for all shows, restaurants, and rooms located within the MGM Resorts International properties
- Engaged the customer to capture maximum cross-sell and up-sell opportunities
Education
Bachelor of Science - Kinesiology
UNLV
Las Vegas, NV05-2010
Skills
- Employee Relations: Conflict resolution, mediation, and fostering positive employee engagement
- Performance Management: Conducting employee evaluations, setting goals, and providing feedback
- HR Compliance: Knowledge of labor laws, including FMLA, ADA, and OSHA regulations
- Training & Development: Implemented employee training and development programs Roll out of SOP's
- Diversity & Inclusion: Promoting inclusive workplace initiatives and policies
Timeline
Mother
Stay At Home Mom
05.2015 - Current
Operations Manager
MGM Resorts
04.2013 - 05.2015
Assistant Manager
MGM Resorts
05.2011 - 04.2013
Reservation Specialist
MGM Resorts
08.2009 - 05.2011
Bachelor of Science - Kinesiology
UNLV
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