Michael Jude Fegalan

Operations Manager - PBX & Guest Services

• Job Details:Managed daily operations of the guest services department, ensuring efficient and effective communication systems for guests and staff. Oversaw guest services team, providing exceptional customer service and resolving any guest issues or concerns in a timely manner. Implemented and maintained strategic goals and objectives for the department, working towards improving overall guest satisfaction and experience. Collaborated with other departments to streamline communication processes and improve overall operations efficiency throughout the property.

Operations Team Leader - Hotel & Events Reservations

• Job Details:Managed a team of customer experience agents at Caesars Entertainment, leading daily coaching sessions to improve agent performance and customer satisfaction. Implemented goal-oriented leadership techniques to drive team members towards exceeding performance targets and KPIs. Responsible for overseeing the day-to-day operations of the team, including scheduling, training, and performance evaluations.

Escalations Specialist - Hotel & Events Reservation

• Job Details:Provided support to frontline customer service representatives by resolving escalated customer issues in a timely and professional manner. Utilized strong problem-solving skills to assess complex customer complaints and develop effective solutions.