Shu-Vai Lucas Email & Phone Number

Las Vegas, Nv, Us

Las Vegas Metropolitan Area

• Led process improvement and problem-solving efforts to create standard procedures and escalationpolicy for customer support team.• Monitored metrics and developed actionable insights to improve efficiency and performance.• Developed documentation and logs of implemented solutions and generated and submitted reports.• Gained customer acceptance by demonstrating cost reductions and operations improvements.• Created plans and communicated deadlines to complete projects on time.

• Contribute to content planning and create digital content calendars for all Golden Entertainment properties• Organize and assist in monthly and quarterly content production planning for organic social• Lead all community management for all social channels and platforms• Assist with creative direction, editing, and copywriting

Las Vegas, Nv, United States

I have recently taken on the responsibility of creating content and managing guest communication via social media and review sites. This new set of responsibilities is in conjunction with my current role as Guest Relations Manager.

The Retreat At Mount Charleston

· Managed the planning and execution of accommodations for VIP guests and Influencers · Responsible for addressing guest concerns and feedback via email and social media· Updated, designed and implemented new SOPs to improve customer satisfaction and employee productivity; improved overall guest ratings by 50% within 90 days of employment· Oversaw Hotel Operations including new employee onboarding, training, progressive discipline, and onsite inspections; improved staffing by 25 % in first 30 days of employment· Provided lateral assistance to various departments such as Housekeeping, Front Desk and Front Services and served as Manager on Duty resort-wide

Las Vegas, Nevada

I have been accepted into The Mentorship Program at The Cosmopolitan of Las Vegas. As a part of the mentorship program, we will work with our mentors to develop Individual Development Plans & Strategic Planning. I have always been attracted to the branding & marketing campaigns of The Cosmopolitan & I am so excited to have been paired with the Director of Digital Marketing. I look forward to learning the ins & outs of the Digital Marketing team as well as learning & developing a new skill set from my mentor.

· Recipient of company-wide CORE Award - Conscience, July 2019· Recipient of department-wide CoStar of the Quarter, July 2019 · Utilized various digital channels such as SMS chatbots, social media, online review sites, email and more

Las Vegas, Nevada

· Increased spa and salon sales by 30% in April 2016; Top Sales Performer· Trained 3 onboarding VIP Service Representatives a month· Nightly audit for Hotel Operations and occupancy inventory· Created Diamond Lounge access log to ensure proper check-in for all VIP Guests Accounted for 40% of monthly sales of wedding packages and upsells· Designed and coordinated over 1000 wedding ceremonies averaging $30,000 in monthly sales and services

West Des Moines, Iowa

• Collected and audited borrower’s income documentation for mortgage loan modification review· Exceeded Quality Assurance standards monthly; Awarded Quality Star Award 4 consecutive months (September-December 2014)· Served as SME for Complete Loan Package Elements and provided feedback and training to team· Directly assisted Loan Admin Manager with implementing new on-boarding and training procedures

Bachelor Of Arts - Ba, Communication, Journalism, And Related Programs

Bachelor'S Degree, Communication And Media Studies