Adam Mooney Email & Phone Number

Las Vegas, Nv, Us

Las Vegas, Nevada, United States

- Led program management efforts for the development and implementation of a new 1P case management product tailored for line HR teams, streamlining processes and consolidating disparate systems.- Spearheaded adoption metrics tracking, change management strategies, training initiatives, communications plans, and onboarding processes to ensure smooth transition and user engagement.- Developed and curated content for an in-app training feature, delivering bite-sized videos, step-by-step guides, and policy clarifications to users, enhancing accessibility to relevant resources.- Cultivated strong relationships with customers through proactive measures such as site visits, office hours, and focus groups, while also overseeing the intake and prioritization of enhancement requests to drive product improvements.

Las Vegas, Nevada, United States

- Oversaw the management of Amazon Connect telephony product for the Global Employee Resource Center, ensuring effective communication channels for employees worldwide.- Successfully deprecated legacy channels and significantly boosted adoption rates of the new employee contact ingress product to over 70% globally on average.- Spearheaded the launch of a global employee self-service platform, providing HR support 24/7 through live support and curated content, enhancing accessibility and efficiency.- Managed contact routing strategies, implemented measures to reduce unnecessary contacts, and facilitated the onboarding of new service domains, optimizing operational workflows and user experiences.

Las Vegas, Nevada, United States

- Managed the Amazon Connect telephony product for the Global Employee Resource Center, ensuring seamless communication channels for employees worldwide.- Analyzed customer trends and delivered actionable recommendations to enhance service quality and facilitate expansions.- Provided Subject Matter Expertise consultation to operations teams on various initiatives, leveraging insights to optimize processes and improve efficiency.- Developed a comprehensive latency and connectivity monitoring mechanism to support the expanded virtual workforce, ensuring uninterrupted service delivery.- Led a global initiative to address availability gaps, successfully transitioning operations to a 24/7 model worldwide, enhancing accessibility and support for employees across different time zones.

Las Vegas, Nevada

- Supervised a team of 60 HR Specialists dedicated to providing Leave of Absence and Accommodations support to all US employees, ensuring consistent and high-quality service delivery.- Spearheaded a pandemic hiring initiative, rapidly expanding the US Virtual Team to over 350 HR Specialists in under 6 months to meet increased demand and maintain operational efficiency during challenging times.- Led a comprehensive restructuring project of Standard Operating Procedures (SOPs), enhancing the effectiveness and robustness of the Knowledge Base to streamline processes and improve team productivity.- Collaborated closely with the Case Management team to identify areas for process improvement and implement contact reduction initiatives, fostering operational excellence and enhancing the employee experience.

Las Vegas, Nevada

- Oversaw the daily operations of the Front Office Contact Center, managing services for over 4,000 guest rooms and ensuring exceptional guest experiences.- Developed and implemented a comprehensive Quality Audit program for the Front Office Contact Center, aligning with Forbes Travel Guide luxury service guidelines to maintain high service standards and elevate guest satisfaction levels.- Innovated by creating a productivity tracker for the Front Office Routing Team, enabling efficient tracking of productivity metrics. The successful implementation of the tracker resulted in significant full-time equivalent (FTE) savings within the first month, optimizing resource allocation and enhancing operational efficiency.

Las Vegas, Nevada

- Led a team of 30 Lobby Hosts in delivering an innovative arrival experience, integrating Self-Service Kiosks for streamlined arrival and departure processes.- Collaborated with Corporate IT, Quality Assurance, and vendors to facilitate the successful implementation of 23 Self-Service Workstations, ensuring seamless integration and functionality.- Served as the Department Trainer for all new hires, partnering with property leaders to design an immersive training program. This program included experiential learning components such as enterprise-wide tours and visits to competing properties, enriching the onboarding process and fostering a comprehensive understanding of tailoring curated recommendations for guests.

Las Vegas, Nevada

- Oversaw the daily operations of the VIP Lounge and a fifty-room luxury boutique hotel located atop Monte Carlo Las Vegas Resort and Casino, HOTEL32, ensuring exceptional guest experiences.- Led a dedicated team of six Suite Assistants and five VIP Lounge Representatives, fostering a culture of excellence and service excellence.- Implemented an innovative employee evaluation program utilizing MGM Resorts International's S.H.O.W. Service basics, coupled with a Guest Preferences program aimed at anticipating guest needs and delivering personalized service.- Collaborated closely with Hotel Operations Management to optimize upsell revenue and enhance upgrade rates, driving profitability and guest satisfaction.- Partnered with Casino Marketing and Convention Sales teams to effectively manage casino and convention sales blocks, ensuring seamless coordination and maximizing revenue opportunities.

Las Vegas, Nevada

Las Vegas, Nevada

Cebu City, Philippines