Thalia Richardson

Planned and executed casino special events and tournaments, managed tournament administration and credentialing, and delivered multi-channel CRM and direct marketing campaigns to drive revenue and guest engagement.

Launched and led operations of a high-volume luxury resort call center, hiring and managing 75 staff and implementing SOPs, analytics-driven KPIs, and VIP guest service protocols to improve service and resolution metrics.

Built customer support operations and SOPs for a three-hotel portfolio, established KPIs and sales strategies, collaborated with revenue management on rate and package strategies, and led hiring and performance goals to meet revenue targets.

Directed operational strategy for luxury travel services, standardized processes to improve efficiency, led training and staff engagement programs, and managed reservation agents to drive upsell and guest satisfaction.

Developed and delivered training curricula for new and experienced agents, oversaw daily operations and resolved escalations across reservations, casino marketing, dining, entertainment, and spa departments.

Assisted in managing call center strategy, improved operational performance through system audits and action plans, and supported agent development to maintain guest satisfaction.

Supported operational efficiency by managing call flow, reducing queue times and abandonment, and preparing performance reports with data-driven recommendations for process improvements.