Paola Thompson
Las Vegas
Summary
Resourceful professional with a strong background in front facing and call center operations along with guest coordination. Notable skills in managing high-volume inquiries, computer software, educating customers, and implementing process improvements to enhance service quality and efficiency.
Overview
17
17
years of professional experience
Work History
Inbound Call Center Representative
Cox Communications
03.2025 - Current
- Managed high-volume inbound calls to address customer inquiries and concerns effectively.
- Resolved billing and technical issues with relevant departments to provide timely solutions.
- Educated customers on service plans, promotions, and troubleshooting techniques to enhance satisfaction.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes and finalize sales.
Butler Coordinator
Resorts World Las Vegas
11.2021 - 03.2025
- Opening team member.
- Collaborated with various departments to ensure seamless guest experiences during events and special occasions.
- Developed and implemented efficient processes for handling guest inquiries, enhancing response times and service quality.
- Organized and coordinated special events, reservations, and dining arrangements, maintaining high service standards and attention to detail.
- Knowledgeable in HotSOS, Opera, Microsoft office outlook, excel, powerpoint, and teams.
Status Board Operator
Wynn Las Vegas
01.2009 - 09.2017
- Monitored real-time operational data to ensure optimal performance across various departments.
- Collaborated with management to adjust workflows based on status board indicators and operational needs.
- Trained new staff, enhancing team efficiency and accuracy in operations.
- Implemented process improvements based on feedback, resulting in streamlined communication across teams.
Education
High School Diploma -
Palo Verde High School
Las Vegas, NV06-2005
Skills
- Fluent Spanish
- Data entry
- Multitasking and organization
- Customer service
- Decision-making
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Office including; Excel, Word, Outlook and Powerpoint
Languages
Spanish
Native or Bilingual
Timeline
Inbound Call Center Representative
Cox Communications
03.2025 - Current
Butler Coordinator
Resorts World Las Vegas
11.2021 - 03.2025
Status Board Operator
Wynn Las Vegas
01.2009 - 09.2017
High School Diploma -
Palo Verde High School