Director, Customer Satisfaction Assurance
Harrah's Entertainment | Caesars Palace
Gained distinction as a stalwart professional with the ability to think strategically, identify “waste” in the business, develop solutions to difficult problems, inspire staff at every organizational level (across all functional areas), lead change, and act as advocate to internal and external customers.Selected numerous times to lead task force teams at other Harrah’s Entertainment properties in an effort to help these groups breakthrough performance plateaus.
- Optimizing the Experience – Responsible for developing, implementing, executing, measuring, and enhancing service culture, service process, and labor effectiveness for the entire property.Achieved success with the use of basic Lean Six Sigma tools, statistical reporting, customer surveys, third party mystery shopping, support from Planning and Analysis, real-time tandem assessments with department leadership, creating service standards, establishing service level agreements, developing union-compliant performance programs, and by engaging teams in interactive training sessions.
- Creation of Synergies – Acted as a consultant to identify and ensure synergies across operations, marketing, training, and human resources.
- Training and Internal Communications – Developed training curricula for management and line-level employees.Facilitated training activities for all Harrah’s Entertainment properties in Las Vegas.Redefined internal communications by integrating digital channels into the mix.
- High Level Management – Reported directly to the President.Member of the Executive Committee (Senior Staff).Involved in dialogue and contributed to decisions concerning capital projects, property staffing, collective bargaining agreements, marketing efforts, policy changes, and strategy in general.
Positions also held: Acting Director of Customer Satisfaction Assurance, Manager of Customer Satisfaction Assurance