Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

SHANDREA ELISA

Upper Marlboro

Summary

Customer service executive with strong background in leadership, customer relations management and VIP client services in both the casino and airline industries. Proven track record of enhancing guest satisfaction and loyalty through personalized service and tailored experiences. Demonstrated expertise in conflict resolution and team collaboration.

Overview

36
36
years of professional experience
1
1
Certification

Work History

Executive Casino Host

MGM National Harbor
03.2025 - Current
  • Cultivated strong relationships with high-value players, enhancing guest loyalty and retention.
  • Coordinated VIP events and promotions to elevate guest experiences and drive engagement.
  • Oversaw customer service operations, ensuring exceptional service delivery across all touchpoints.
  • Trained and mentored junior hosts on best practices in guest relations and service excellence.
  • Implemented feedback mechanisms to continuously improve service offerings based on client input.
  • Devoted significant time being visible and available on casino floor to meet and greet guests during individual visits and special events.
  • Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
  • Collaborated with marketing team to create targeted promotions and events for VIP guests.
  • Improved customer satisfaction by promptly addressing and resolving guest concerns and issues.
  • Worked closely with table game supervisors to ensure optimal experiences for high-value players during peak hours at the casino floor.

Lead International Flight Attendant

United Airlines
12.1989 - 11.2024
  • Delivered exceptional customer service by addressing passenger needs and resolving issues promptly.
  • Supervised cabin crew performance to ensure compliance with safety protocols and service standards.
  • Coordinated international flight operations, optimizing schedules and enhancing customer satisfaction..
  • Led safety briefings, ensuring passengers understood emergency procedures and the use of safety equipment.
  • Used excellent customer service skills in addressing passengers' needs.
  • Managed conflict resolution between passengers, fostering a harmonious travel experience while upholding company policies.
  • Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
  • Mentored junior flight attendants, fostering professional growth and improving overall team performance.
  • Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
  • Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
  • Assisted in managing passenger conflicts with diplomacy and professionalism, maintaining peaceful cabin environment.

Education

Bachelor of Arts - Hotel Management

UNLV
Las Vegas, NV

Skills

  • Team management
  • Exceptional communication
  • Guest satisfaction focus
  • Strong leadership
  • Customer service expertise
  • Multitasking Abilities
  • Time management
  • Marketing

Certification

  • Cultural Diversity Training
  • CRM Training

Timeline

Executive Casino Host

MGM National Harbor
03.2025 - Current

Lead International Flight Attendant

United Airlines
12.1989 - 11.2024

Bachelor of Arts - Hotel Management

UNLV

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SHANDREA ELISA