Lidia Diaz
North Las Vegas,NV
Summary
With 23 years of dedicated expertise in customer service, I bring a wealth of experience to the field of data analysis. My background is rooted in a commitment to understanding and enhancing customer experiences. As a seasoned data analyst, I leverage my extensive knowledge to extract actionable insights, drive informed decision-making, and optimize processes. My unique blend of customer-centricity and analytical prowess positions me as a valuable asset in delivering data-driven solutions that align with organizational goals.
Overview
19
19
years of professional experience
Work History
Casino Optimization Analyst
The Venetian Hotel Resort Casino
12.2014 - 12.2023
- Responsible for connecting (coding) patrons to Executive Hosts that meet policy criteria
- Responsible for assigning (gemfiring) patrons to Executive Hosts that meet policy criteria
- Running SQL queries, analyzing data, and providing Excel reports for stakeholders
- Providing timely reports on daily patron arrivals, high-level/high net-worth patrons, Asian and Latin patron host reports
- Creating and maintaining dashboards for stakeholders
- Training new Executive Hosts on company systems and policies related to coding/gemfiring
- Generating reports on detailed findings and giving recommendations to stakeholders
- Identifying clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals
Resort Services Training & Communications Agent
The Venetian Resort Hotel Casino
04.2005 - 12.2014
- Execute training classes for newly hired Team Members and train them on all policies, procedures, and programs
- Compose and edit training manuals and materials
- Ensure that all Team Members are providing every guest with 5 star/5 diamond service
- Monitor Team Member's calls and provide feedback
- Provide follow-up training and coaching
- Ensure that all management and team members are thoroughly trained on all systems used by the department
- Assist the department in taking calls when call volume rises
Education
Associate of General Studies -
College of Southern Nevada
Las Vegas, NVBachelor of Science - Project Management
College of Southern Nevada
Las Vegas, NV03.2024
Skills
- SQL and Databases
- SAS Programming
- MS Excel Proficiency
- MS Power Business Intelligence (BI)
- MS PowerPoint
- Process Improvements
- Documentation and Reporting
- Root Cause and Workflow Analysis
- Data Research and Validation
- Business Operations Analysis
- Idea Development and Brainstorming
Languages
Spanish
Native or Bilingual
Timeline
Casino Optimization Analyst
The Venetian Hotel Resort Casino
12.2014 - 12.2023
Resort Services Training & Communications Agent
The Venetian Resort Hotel Casino
04.2005 - 12.2014
Associate of General Studies -
College of Southern Nevada
Bachelor of Science - Project Management
College of Southern Nevada
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