Michael Morra
St Highland,CA
Summary
Personable and dedicated Hospitality Professional with experience in customer service, transportation, leadership, and sales. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Player's Club Ambassador
Yaamava' Resort & Casino
07.2022 - Current
- Delivered exceptional customer service to every Guest by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved Guest inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with Guests and staff.
- Responded to Guest requests, offering excellent support and tailored recommendations to address their needs.
- Assisted Guests with technology services and troubleshooting advanced concerns.
- Hosted Guests at VIP events to ensure highest level of care was given during each exprience.
Founder & Consultant
Prosperous Consulting LLC
03.2021 - 12.2022
- Defined company roles and responsibilities to establish and enhance processes.
- Developed and Executed strategies that led to increased productivity and operational efficiency.
- Utilized strong customer service skills, data analysis, market research and project management to deliver actionable insights and recommendations to clients.
- Building and maintaining long-term relationships with clients, resulting in repeat business and referrals
- Leveraged expertise to provide customized solutions that addressed clients’ unique challenges and Goals
- Managed end-to-end project lifecycle, from initial client meetings to final deliverables, ensuring high-quality and timely results.
- Collaborated with cross-functional teams to implement strategies and solutions, driving tangible business outcomes.
Senior Guest Services Representative
Yaamava' Resort & Casino
03.2022 - 07.2022
- Maintained high customer satisfaction standards to meet or exceed Yaamava' Brand Standards.
- Handled Guest issues with confidence, using complex problem solving skills to provide an effective resolution.
- Suggested additional services to Guests in order to meet upsell goals.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
Driver
Ontrac Garage Door Company
08.2010 - 03.2022
- Delivered goods and services to customers on time and in excellent condition
- Utilized GPS to optimize routes and continuously meet estimated delivery times
- Monitored traffic conditions and applied defensive strategies to avoid accidents
- Drove trucks to and from job sites to deliver workers and supplies
- Verified contents of inventory loads against shipping papers to determine discrepancies
- Collected Products and correctly secured load to uphold safety standards and reduce damage
- Checked vehicle after shift for damage
- Inspected vehicles before and after every trip to assess performance and maintenance requirements
- Performed activities on time while maintaining regular attendance and punctuality to support scheduling and work coverage
- Loaded and unloaded merchandise efficiently to meet demanding route targets
Education
Bachelor of Science - Business Management
University of Phoenix
Associate of Arts - Human Rights
US Institute For Diplomacy And Human Rights
Skills
- Identifying Client Goals
- Marketing Analytics
- Player Engagement
- Conflict Management
- Business Development and Planning
- Team Member Development
Accomplishments
- Donations to St Jude Children's Hospital
- Delivered Christmas gifts with Quaid Harley Davidson Toy Run event to Loma Linda Children's Hospital for 3yrs
- Other Accomplishments:
- Accepted nomination into The National Society of Leadership and Success
- I completed the beginning course for the Lean Six Sigma Series of certifications, and currently have completed the White Belt Level
- Certificates of Completion
- Being an Effective Teammate
- Best Communication Option
- Interpersonal Communication: Communicating with Confidence
- Customer Service Fundamentals: Building Rapport in Customer Relationships
- Communicating Across Cultures
- Effective Communication for Remote Teams
- Developing Strong Customer Relationships
- Problem Solving Fundamentals
- Bank Secrecy and Anti-money Laundering
- Human Trafficking
- Responsible Gambling
- Hazard Communication
- Workplace Violence Prevention
- Harassment Prevention
- Role in Maintaining Safe Environments
- Good Cyber Hygiene
- Safeguarding Confidential Company Information
- Data Protection and privacy
- Protecting and Handling Confidential Information
- Leadership Essentials: Motivating Employees
- Leadership Skills
- Management Skills
- Time Management
- Business Writing
- Creating a Culture of Appreciation
- Identifying Conflicts of Interest
- Introduction to Supervision
- Introduction to Office Administrative Management
- Leadership and Management Skills for Business: Managing Employees
Affiliations
The National Society of Leadership & Success
Certification
Lean Six Sigma - White Belt
Volunteer Work
- Volunteer Support for St. Jude Children's Hospital
- Coordination and Volunteer Support for Quaid Harley Davidson Toy Run
- Volunteer Support for Loma Linda Children's Hospital
Timeline
Player's Club Ambassador
Yaamava' Resort & Casino
07.2022 - Current
Senior Guest Services Representative
Yaamava' Resort & Casino
03.2022 - 07.2022
Founder & Consultant
Prosperous Consulting LLC
03.2021 - 12.2022
Driver
Ontrac Garage Door Company
08.2010 - 03.2022
Bachelor of Science - Business Management
University of Phoenix
Associate of Arts - Human Rights
US Institute For Diplomacy And Human Rights
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