Patience Burton
North Las Vegas,NV
Summary
I'm an accomplished resort services representative who is seeking new opportunities leveraging my ability to learn quickly, along with my experience within the industries. I’m able to manage teams of various size with my levels of experience. I focus on the details in a fast-paced environment. I love to help create a positive workflow environment. Also,I love giving any guest visiting our beloved city the star treatment they everyone truly deserves.
Overview
10
10
years of professional experience
Work History
Resort Services Suite Reservations
The Venetian Resort Hotel Casino
Las Vegas, NV
02.2023 - 04.2026
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Developed and maintained courteous and effective working relationships.
- Learned and adapted quickly to new technology and software applications.
Customer service Chat team leader
04.2021 - 09.2022
- Responsible for assisting Point Pick up Drivers with active delivery issues such as cancellations, missing deliveries, and confirming deliveries etc. Keeping first response time under 12 seconds with a high 80% CSAT rate. Assist with training new chat agents.
Club One Brand Ambassador
10.2019 - 03.2020
- Responsible for informing guests of all hotel promotions and upcoming events within the hotel. Provide excellent customer service. Collecting potential new sign ups with portal handhelds. Proficient in oasis 360 and side cart.
Training Coordinator and Supervisor
09.2016 - 03.2018
- Train all new hires in LMS and OPERA systems and company policies. Provide Osha Safety policies to all employees within departments. Perform OSHA safety Inspections. Processing group Reservations 10-15 rooms. Processing and conducting 30-90 day reviews. Creating subgroups for Casino Marketing.
Lead Agent Supervisor
07.2016 - 09.2016
- Process reservations in up to 35 reservations per 8 hr shift, handling wholesale reservations (Booking.com, Orbitz.com, etc.) supervising on a swing shift (2pm-10pm) 8-10 agents per shift. the shift abandonment was kept under 10% under the department avg. during the duration of my shift 2-5% avg. per day with overall abandonment. Processing closing paperwork FSP, Stay and plays, End of day numbers.
Call Center Agent
04.2016 - 07.2016
- Process 45-65 reservations in OPERA and LMS with in a 8 hour shift, keeping conversion rate 45%-75% per 8 hour shift, taking 85+ calls per 8 hour shift
Education
Diploma - undefined
Eldorado High School
Las Vegas, NV06-2007
Skills
Windows 10/8/7
LMS
OPERA
MOS
Excel
Microsoft Office
Delegation of Responsibility
Oasis 360
AWARDS
Supervisor of the Month (February 2018), Affinity 5 Customer Service (August 2017, November 2017, February 2018)
Timeline
Resort Services Suite Reservations
The Venetian Resort Hotel Casino
02.2023 - 04.2026
Customer service Chat team leader
04.2021 - 09.2022
Club One Brand Ambassador
10.2019 - 03.2020
Training Coordinator and Supervisor
09.2016 - 03.2018
Lead Agent Supervisor
07.2016 - 09.2016
Call Center Agent
04.2016 - 07.2016
Diploma - undefined
Eldorado High School