Luxor & Excalibur Resorts
Asst. Telecom Manager | Sr. Wireless Coordinator
January 2007 — Present
Oversee day-to-day operations of the Luxor & Excalibur PBX departments consisting of 4 PBX Lead Operators and 8 PBX Operators per department.
Provide daily oversight of all wireless operations for nearly 800 end users in a dual property role.
Daily monitoring of Market Matrix Friendliness Scores ensuring Customer Satisfaction.
Designed and oversaw PBX remodel & relocation with Guest Services behind Front Desk.
Coach and assist in the development and growth of all employees.
Development of new customer service guidance and initiatives for PBX and external departments.
Manage employee payroll and record keeping for time and attendance paying close attention to detail in call trends for varied seasonal demands.
Seasoned knowledge of the Teamster Bargaining Agreement Contract and full comprehension in the importance of working closely with all parties in delivering successful negotiations during grievance processes
Implemented and oversaw the operation and deployment of all H2GO blackberry devices for Property Operations, Housekeeping, and EVS departments at Luxor and Excalibur.
Successfully migrated Luxor and Excalibur wireless users from Sprint to T-Mobile achieving an annual savings of $60,000.00 to the Corporation.
Extensive operational knowledge in NEAX2400 IPX PBX, Active Voice AD64 Voicemail system, GNAV PRO ACD system, VPI VoicePrint and Audichron Wake-Up manager with a strong background in UA5200 Client programs, Nortel Meridian SL1, NECHCS, and DBX Console applications.
Maintain an “Open Door” policy for all employees to guarantee the lines of communication always remain open, friendly, comfortable and productive.
Development and implementation of departmental employee recognition program.