Jon-Norman DeFries
Las Vegas
Summary
Results-oriented management professional skilled in leading high-performing teams and driving organizational success. Expertise in strategic planning, performance management, and relationship building that promotes collaboration and a positive work culture. Committed to achieving and exceeding operational objectives.
Overview
11
11
years of professional experience
Work History
District Manager
Bake the Cookie Shoppe
Las Vegas, NV
02.2026 - 07.2026
- Led district-wide performance improvement initiatives to enhance operational efficiency and customer satisfaction.
- Developed strategic action plans to optimize inventory management and reduce waste across multiple locations.
- Mentored store managers on best practices in team leadership, sales strategies, and customer engagement techniques.
- Analyzed monthly sales data to identify trends and implement targeted marketing strategies for revenue growth.
Project Coordinator
RMC Facilities Services, Inc.
Yorba Linda, CA
10.2022 - 05.2025
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Developed and maintained project documentation, enhancing clarity and compliance with standards.
- Analyzed project performance data to identify trends and inform strategic decision-making initiatives.
- Mentored junior staff in project management best practices, fostering professional development within the team.
Collections Account Manager
Barclays
Las Vegas, NV
05.2022 - 10.2022
- Surpassed performance metrics for average handle time and promise to pay commitments.
- Facilitated payment plans for card members to eliminate overdue debt.
- Coordinated with cross-functional teams to resolve account discrepancies and enhance customer satisfaction.
- Developed training materials for team members to enhance performance and compliance standards.
Front Desk Representative
Wynn Resort
Las Vegas, NV
03.2015 - 05.2022
- Coordinated front desk operations, providing exceptional customer service and addressing inquiries effectively.
- Managed guest check-in and check-out processes, ensuring smooth arrival and departure experiences.
- Implemented efficient reservation management practices, optimizing booking accuracy and reducing errors.
- Trained new staff on front desk procedures and customer engagement strategies, enhancing team performance.
Customer Service Representative
Hawaiian Airlines
Las Vegas, NV
06.2016 - 12.2019
- Improved customer satisfaction by actively listening and addressing concerns promptly.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed ticketing and reservation systems to ensure accurate bookings for customers.
- Assisted in training new team members on customer service protocols and systems.
Education
High School Diploma -
Kamehameha Schools
Honolulu, HI01-1999
Skills
- Retail management
- Operations management
- Sales strategy
- Budget management
- Strategic planning
- Recruiting and hiring
- Staff development
- Team building practices
- Customer relations
- Attention to detail
- Leadership skills
Accomplishments
- Supervised team of 80 staff members.
- Collaborated with team of 25 in the development of Royal Kai Lani.
- Resolved product issue through consumer testing.
Timeline
District Manager
Bake the Cookie Shoppe
02.2026 - 07.2026
Project Coordinator
RMC Facilities Services, Inc.
10.2022 - 05.2025
Collections Account Manager
Barclays
05.2022 - 10.2022
Customer Service Representative
Hawaiian Airlines
06.2016 - 12.2019
Front Desk Representative
Wynn Resort
03.2015 - 05.2022
High School Diploma -
Kamehameha Schools
AWARDS AND ACHIEVEMENTS
July 2020 Employee of the Month
September 2018 Employee of the Month
WE Strategy Q1 2018 Committee Member
December 2016 Employee of the Month
September 2015 Employee of the Month
November 2013 Tops in Hotel Operations
2013 Visitors Industry Charity Walk Chairperson
2012 Visitors Industry Charity Walk Chairperson
2010 Aloha United Way Chairperson
2008 Quality Team Player