Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Nicholas Butler

Phoenix,AZ

Summary

A dynamic leader with hands-on experience in customer service and hospitality, possessing a talent for navigating challenges and finding effective solutions. Strong problem-solving skills and a proactive approach enable excellence in new tasks and delivery of exceptional results. Known for adaptability, creativity, and a results-oriented mindset, committed to making meaningful contributions and advancing organizational goals.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Training Coordinator

MedAire
07.2023 - Current
  • Provided support to flight crews in the Business Aviation sector by organizing and coordinating MedAire's specialized AHA CPR training sessions located in New Jersey, Georgia, California, and Texas, as well as managing virtual classes through Zoom
  • Developed and oversaw travel schedules for instructors, encompassing flight reservations, hotel accommodations, and ground transport arrangements
  • Contributed to the development of an online training calendar accessible to clients and account managers, aimed at reducing email traffic and streamlining the scheduling process
  • Collaborated with the warehouse team to ship and deliver training kits to crew members and hangars for virtual and on-site training sessions
  • Cultivated and sustained relationships with vendors at flight education centers
  • Handled email and telephone inquiries from clients
  • Delivered weekly and monthly reports on educational revenue and contributed to goal-setting for the Sales team
  • Achieved a 2% increase in Education Revenue from FY22-23 to FY23-24 by leveraging my expertise in scheduling, sales, and customer service
  • Maintained accurate records of employee participation in training events, tracking progress toward learning objectives.

Operations Supervisor

McKesson
10.2020 - 06.2023
  • Managed a team of 26 agents who operated across three distinct work queues, reviewing, finalizing, and monitoring prior authorization requests for patients
  • Successfully assumed control of a workflow project, expanded the core team, and overhauled the training materials, leading to enhanced work quality and a higher daily completion rate of claims through the application of Six Sigma principles
  • Performed call audits and provided coaching to team members to maintain quality standards and achieve accuracy in patient satisfaction
  • Conducted interviews for account coordinator and leadership positions
  • Overhauled the onboarding process and contractor termination procedures within my direct organization by collaborating with HR and Operations Managers
  • Served as a committee member for the monthly and quarterly employee recognition program to enhance acknowledgment of our employees' accomplishments
  • Developed and delivered content for All Hands Employee meetings, and provided training to other leaders on PowerPoint to enhance employee engagement
  • Conducted daily and bi-monthly meetings with my team to establish goals, review production figures, and discuss daily/monthly statistics to achieve metrics
  • Overseen training sessions, developed training scenarios, and conducted detailed step-by-step procedures through Microsoft Teams and Webex to ensure new hires' retention

ReSort Reservations Supervisor

The Westin Kierland Resort & Spa
07.2018 - 09.2020
  • Handled room, group, event, golf, and dining reservations for three distinct resort properties: The Westin Kierland Resort & Spa, The Westin Palm Springs, and The Phoenician Luxury Resort
  • Oversaw daily operations and managing a team of 11 staff members
  • Organized weekly meetings to review department performance and set monthly and annual goals
  • Coordinated with third-party vendors and internal departments to ensure the accuracy of reservations and billing settlements, thereby guaranteeing guest satisfaction
  • Performed call audits and provided individual coaching to guarantee that all calls adhered to quality standards
  • Assessed agent upsells to ensure precise commission payments and to promote the team's monthly revenue targets as part of the sales team
  • Organized staff scheduling to guarantee guest service, meet operational requirements, and achieve financial goals
  • Provided support to the team by managing phone calls during periods of high volume
  • Addressed guest inquiries and requests to surpass expectations

Front Office Manager

Sheraton San Diego Hotel & Marina
07.2013 - 05.2017
  • Managed a team of over 40 associates across four sub-departments: Front Office, Guest Services, Bell Team, and Shuttle Drivers
  • Provided direct assistance to the team during times of staff shortages or high volumes of guest requests, including support with check-ins/check-outs, responding to guest calls and radio dispatches, aiding the bell team with luggage and room transfers, and transporting guests to and from the airport using the company vehicle
  • As the Hiring Manager for the department, I was responsible for scheduling and conducting interviews with candidates and coordinating with HR to facilitate new hire orientations
  • Worked with local colleges, job fairs, and employment agencies for recruitment
  • Worked with international employment agencies for global recruitment and to coordinate J1 Visa application and confirmation
  • Verified the staff’s upsells to ensure accuracy and commission payout
  • As an Upgrade Coordinator, I led our property to become the top revenue generator in upgrade sales across the western region through the implementation of incentive programs and team competitions

Education

Global Studies -

Arizona State University online
11.2024

General Studies -

MiraCosta College
Oceanside, CA
01.2013

General Studies -

El Camino College
Torrance, CA
01.2011

Bachelor of Arts -

Art Insititute of San Diego
San Diego, CA
01.2009

High School Diploma -

Oceanside High School
Oceanside, CA
05-2004

Skills

  • Management
  • Leadership
  • Team building
  • Customer service
  • Sales
  • Supervisory
  • Managerial
  • Microsoft Office Suite
  • Tableau
  • Salesforce
  • Attention to detail
  • Creative thinking
  • Critical thinking
  • Empathy
  • Anticipation
  • Quick learner
  • Adaptability
  • Collaboration
  • Communication
  • Coaching and Mentoring
  • Verbal and written communication
  • Virtual Training
  • Presentation

Certification

  • AHA CPR Certified, 01/01/23
  • Six Sigma White Belt and Yellow Belt Certified, 01/01/22
  • Hospitality Manager: Leadership, American Hotel & Lodging Association, 01/01/20
  • Certification in Hospitality & Tourism Management, Florida Atlantic University, 01/01/20
  • Certification in Teaching Business English Internationally, ITTT, accredited through Fort Hayes State University, 01/01/17
  • 120 Hour TEFL/TESOL International Certificate, UniTEFL International, Chiang Mai, Thailand, 01/01/17

Timeline

Training Coordinator

MedAire
07.2023 - Current

Operations Supervisor

McKesson
10.2020 - 06.2023

ReSort Reservations Supervisor

The Westin Kierland Resort & Spa
07.2018 - 09.2020

Front Office Manager

Sheraton San Diego Hotel & Marina
07.2013 - 05.2017

Global Studies -

Arizona State University online

General Studies -

MiraCosta College

General Studies -

El Camino College

Bachelor of Arts -

Art Insititute of San Diego

High School Diploma -

Oceanside High School

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