Karin Nishimura

Director of Contact Center Operations @MGM Resorts International

Review productivity and service level metrics on a daily basis.• Monitor and coach a management staff to ensure Contact Center guidelines are met. • Assist management staff with employee relations issues and customer service concerns for room, restaurant and show reservations.• Communicate with property representatives to understand expectations and how Contact Center performance can improve. • Provide constant communication of information to Contact Center staff on changes at the property or departmental level. • Develop successful relationships with the Contact Center staff, as well as the property management, concierge and other key departments within the organization. • Work with management team to create a fun and energetic environment through incentives, sales programs, and leadership qualities.• Mentor and coach management and supervisory staff to strengthen individual performance and agent productivity.