Deanna Antenorcruz
Las Vegas
Summary
Call center professional with commitment to excellence and operational efficiency. Known for driving team collaboration and delivering results in dynamic environments. Expert in process optimization and employee development, ensuring smooth operations and high customer satisfaction.
Overview
20
20
years of professional experience
Work History
Call Center Operations Manager
MGM Resorts International - CORP
08.2021 - Current
- Managed a team of 12-14 employees
- Monitored and evaluated call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Completed multiple projects at the same time in a high paced environment
- Prepare and issue monthly performance reports to agents
Managed Network & Electrical Service Manager
Encore Event Technologies
01.2019 - 08.2021
- Coordinate and lead customer consultations for Convention set up
- Consult with internal resources to convey event requirements, budget expectations, and timelines.
- Develop and maintain internal and external networking systems and infrastructures.
Assistant Reservations Manager
MGM Resorts International - CORP
09.2010 - 09.2012
- Managed and booked show, restaurant, and room reservations for 13 MGM Resort properties.
- Coach and mentored agents on a daily basis to ensure 5 Diamond Customer Service
- Analyzed call volume, abandonment, and staffing levels to ensure the department runs smoothly
Room, Restaurant, & Show Reservations Supervisor
MGM Resorts International - CORP
05.2005 - 09.2010
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Formulated and enforced Service Center policies, procedures, and quality assurance measures
- Provided exceptional customer service to upset or unsatisfied guest and resolved the issue within a timely manner.
Education
Bachelor of Science - Hotel Management
University of Nevada, Las Vegas
05-2005
Skills
- Client relationship building
- Escalation handling
- Coaching and mentoring
- Quality assurance
Timeline
Call Center Operations Manager
MGM Resorts International - CORP
08.2021 - Current
Managed Network & Electrical Service Manager
Encore Event Technologies
01.2019 - 08.2021
Assistant Reservations Manager
MGM Resorts International - CORP
09.2010 - 09.2012
Room, Restaurant, & Show Reservations Supervisor
MGM Resorts International - CORP
05.2005 - 09.2010
Bachelor of Science - Hotel Management
University of Nevada, Las Vegas
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