Edward Ryan Email & Phone Number

Las Vegas, Nevada Area

Develop and deliver all aspects of training for the Caesars Entertainment Reservations Call Center, including new hire training, one-on-one coaching, follow up training and training progress reporting. Complete all subsequent refresher training, continued training and new application training and specialized/targeted trainings. Create and maintain all call center training course materials including but not limited to training manuals, PowerPoint presentations, overall curriculums, class attendance logs, outlines, and any other required training material. Responsible for the hiring efforts of the call center, including interviewing and administration. Directly involved in Enterprise-wide projects, such as technology upgrades, implementation of new systems, services, and sales initiatives. • Currently assisting with User Acceptance Testing for a project to launch two new systems to be used by the Hotel Reservations and Guest Services departments.• Assisted in the launch of the Caesars Entertainment campaign for two third party call centers in the Philippines that take Caesars Entertainment reservation calls. Supported the training process by coaching and providing feedback to the new hire agents while they completed the On-the-Job-Training (OJT) portion of their training program. • Led project to consolidate Box Office phone agents from individual Caesars Entertainment hotels in Las Vegas to the call center. Developed training manual for the new Box Office department and facilitated the first training classes for the new hire Box Office classes. • Led project to train New Orleans call center agents on the Caesars properties in the western and eastern divisions. Developed training materials and course outline.

Las Vegas, Nevada Area

Managed all entries to the internal call center knowledgebase utilizing Microsoft SharePoint. Communicated all knowledgebase updates and changes to the call center employees. Provided billing assistance for inquiries submitted by phone and e-mail. Researched and resolved billing disputes initiated by the guest. • Launched Chat Pilot Project where the call center agents responded to guest inquiries sent via chat from the Caesars Entertainment website. Created pre-formatted responses to the guests' frequently asked questions. Created PowerPoint presentation on the chat application and trained call center agents who participated in the pilot on the chat application.

Wilmington, Delaware

Team leader in the development of an e-mail customer service program designed to streamline customer support. Program included researching and recording customer problems and inquiries, and as a team leader responded to escalated e-mails in a supervisory capacity. Coached and developed new representatives arriving on the production floor. Participated in project to develop pre-formatted responses to customers' frequently asked questions.

Las Vegas, Nevada Area

Planned and implemented lessons in all subject areas for 20 third grade students. Employed a variety of teaching strategies to accommodate the learning styles of students from diverse backgrounds. Utilized classroom management skills to keep students on task and engaged in learning. Motivated students to meet classroom expectations and develop social skills. Assessed students' learning and identified areas for improvement. Built classroom community and provided a safe learning environment.

Las Vegas, Nevada Area

Managed a team of 20 collection representatives collecting on past due accounts for Sprint PCS. Coached representatives in developing their collection skills while maintaining quality customer service. Audited and evaluated the quality of the representatives' work, and provided feedback on their progress. Participated in the hiring of employees.

Henderson, Nv

Managed a team of 15-18 E-mail/Phone representatives. Acted as a “player coach” to develop employees in producing quality customer service. Audited and evaluated the quality of the representatives' work, and provided feedback on their progress. Participated in the hiring of employees, and managed special projects. Developed e-mail monitor form and e-mail procedures at the inception of the E-mail Department. Wrote many of the pre-formatted responses used to respond to customers' frequently asked questions.