KAMIE BEST
Maricopa,AZ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
1
1
Certification
Work History
GUEST SERVICE PROGRAM MANAGER
Gila River Resorts & Casinos
01.2017 - Current
- Human Resources – leading Guest Service, L&D and Recognition teams
- Create and manage Guest Service & Human Resource Specialty Programs department goals
- Develop, execute and manage ongoing learning & development courses to meet business needs
- Drive and increase G.I.L.A Way service standard behaviors to increase exceptional service experiences for both internal and external guests
- Oversee the professional development of team members in all departments by creating advanced education plans
- Mentor Pathways Mentorship Program participants and create professional development strategies
- Manage budgeting and staffing needs to reach enterprise wide departmental goals
- Create, lead and execute special projects as assigned by the Executive Team
- Deliver quality results within ongoing filming projects including recruiting, new hire orientation training and guest service initiatives
- Inform team members and leadership on changes to programs to increase internal communication and organizational effectiveness
- Continually analyze service and retention trends to identify organizational needs
- Promote and refine ongoing engagement programs
HR TRAINER
Gila River Resorts & Casinos
07.2013 - 01.2017
- Facilitated trainings to encourage guest service and HR functions
- Delivered curriculum development
- Implemented training methodologies, techniques and tools to inspire employee engagement
- Provided individual coaching and consulting for front-line, supervisory and director level employees
- Developed marketing materials to increase participant interest and achieve successful class enrollment
MARKETING COORDINATOR
Gila River Resorts & Casinos
10.2012 - 07.2013
- Project management services and coordination of timelines and deadlines for:
- Events, promotions and event collateral
- Promotional mail pieces
- Promotional materials and signage
- Took ownership of all marketing timelines and deadlines and relentlessly followed through
- Ordered all event and promotional collateral, proofing all materials for accuracy and completeness and receiving all necessary approvals
- Used supplied tools to accurately track deadlines and to-dos, both internally and externally
- Maintained compliance with regulations, internal control submissions and department policy and procedure
MARKETING AND EVENT SERVICES COORDINATOR
Harrah’s Ak, Resort and Casino/Caesars Entertainment
01.2011 - 01.2012
- Promoted from Promotions Associate to Marketing Services Coordinator within 1 year
- Project management services and coordination of timelines and deadlines for:
- Events, promotions and entertainment
- Direct mail and database
- Sales and bus program
- Internal Graphic Design
- Coordinated with internal departments to ensure that promotional success
- Used supplied tools to accurately track deadlines
- Coordinated direct mail offers using EMS, LMS and Cognos
PHILOSOPHY SPECIALIST
Philosophy Inc
01.2004 - 01.2011
- Trained Account Executives/Coordinators/Freelancers on Philosophy product benefits and application
- Responsible for increasing sales for events and in order to meet/exceed daily sales goals
- Promoted through tenure from Sales Associate, to Counter Manager, Customer Care Specialist, to Education Coordinator at Corporate Office and consulted as a Specialist/
EDUCATION COORDINATOR
01.2009 - 01.2010
- Coordinated and facilitated all aspects of training and development for the Education Department and Corporate members to include all materials, reports, demonstrations, training, feedback, and travel
CUSTOMER CARE SPECIALIST
01.2007 - 01.2009
- Participated in 2007 infomercial due to extensive product knowledge and customer communication
- Responded to customer calls, e-mails and orders daily to ensure customer satisfaction
- Placed charity/PR/employee orders
COUNTER MANAGER
01.2004 - 01.2007
- Responsible for managing full time associates
- Built and maintained a strong, loyal customer base of over 250 clients
- Maintained efficient inventory levels
- Increased annual sales from $43k to $350k in 3 years
Education
PhD Candidate - General Psychology, Industrial and Organizational Psychology
GRAND CANYON UNIVERSITY
LEARNING, Everything DiSC Certified Practitioner LANGEVIN LEARNING, Certified Instructor/Facilitator LANGEVIN LEARNING, Certified Technical Trainer LANGEVIN LEARNING, Certified Training Needs Analysis LANGEVIN LEARNING, Certified Instructional Design -
Master of Science - Psychology, Industrial and Organizational Psychology
GRAND CANYON UNIVERSITY
2015
Bachelors of Science - Psychology
UNIVERSITY OF PHOENIX
2013
Skills
- CORE COMPETENCIES & TALENTS
- Process Redesign & Change Management
- Training & Service Programs
- Contract Negotiations
- Team Building & Leadership
- Strategic Business Planning
- Recruiting & Retention Initiatives
- DESIGNATED ACHIVEMENTS
- Steer initiatives that garner awards including Bare International “Experience Research” & “Client Choice”
- Develop first-ever service driven onboarding, training, development and retention team
- Oversee the direction, selection and design of the realignment of the Guest Service Program
- Manage and lead the development of performance-based and non-performance-based recognition programs
- Establish platform and systems to manage all incoming guest inquires as well as User Review Site feedback
- Operational Systems Monitoring
- Supply Purchasing
- Report Preparation
- Policies and Procedures
- Staff Training
- Solution Coordination
- Budget Administration
- Brand Standards Audits
- Facilities Management Software
- Employee Performance Evaluations
- Vendor Sourcing and Relations
- Correcting Discrepancies
- Team Meetings
- Team Goals
- Creative Solutions
- Special Event Coordination
- Project Requirements
- Data Communications
- Workflow Processes
- Employee Retention
- Program Promotion
- Compliance Requirements
Accomplishments
- Manages team of 8 staff members.
- Achieved organizational-wide improvements by introducing DiSC Personality Assessments for improvements in areas of communication, team building, leadership coaching and efficiencies.
- Documented and resolved service breakdowns which led to company-wide service scores elevating from 94% to 99% within 3 years.
- Collaborated with team of 15 in the development of hiring efforts to acquisition 700 new team members.
Certification
- Certified Instructor/Facilitator, Langevin Learning - 2013
- Certified Training Needs Analysis, Langevin Learning - 2014
- Certified Instructional Design, Langevin Learning - 2015
- Certified Technical Trainer, Langevin Learning - 2015
- Certified Everything DiSC Practitioner, Wiley Learning - 2022
Timeline
GUEST SERVICE PROGRAM MANAGER
Gila River Resorts & Casinos
01.2017 - Current
HR TRAINER
Gila River Resorts & Casinos
07.2013 - 01.2017
MARKETING COORDINATOR
Gila River Resorts & Casinos
10.2012 - 07.2013
MARKETING AND EVENT SERVICES COORDINATOR
Harrah’s Ak, Resort and Casino/Caesars Entertainment
01.2011 - 01.2012
EDUCATION COORDINATOR
01.2009 - 01.2010
CUSTOMER CARE SPECIALIST
01.2007 - 01.2009
PHILOSOPHY SPECIALIST
Philosophy Inc
01.2004 - 01.2011
COUNTER MANAGER
01.2004 - 01.2007
PhD Candidate - General Psychology, Industrial and Organizational Psychology
GRAND CANYON UNIVERSITY
LEARNING, Everything DiSC Certified Practitioner LANGEVIN LEARNING, Certified Instructor/Facilitator LANGEVIN LEARNING, Certified Technical Trainer LANGEVIN LEARNING, Certified Training Needs Analysis LANGEVIN LEARNING, Certified Instructional Design -
Master of Science - Psychology, Industrial and Organizational Psychology
GRAND CANYON UNIVERSITY
Bachelors of Science - Psychology
UNIVERSITY OF PHOENIX
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