Ky-Shaun Gilliard

Master of Business Administration business operations and financial services professional with 5 years of management and leadership experience. Proven track record of leading teams of diverse staff and achieving organizational goals while maximizing efficiency. Skilled in the coordination of business operations developed from career experiences within the Hospitality and Supply Chain industries. Commended for excellent management and leadership skills demonstrated in applied projects during graduate studies at Western Governors University.

rations Supervisor (Front-Line Manager)
DHL Supply Chain - Mehoopany, PA July 2022 to Present
Supervise the daily and weekly activities that occur with in the warehouse operations, while providing leadership, training, motivation, and development of the workforce. Also executes site requirements and encourage continuous improvement.
· Organize and lead the operations focus on improved output levels to improve overall performance quality.
· Delivers he orientation, training, and performance reviews for associate teams of 30 to 60 hourly staff, while managing retention and turnover rates.
· Maximize the productivity of a 1.8 million square foot warehouse operation by sustaining job standards and evaluating performance variances to identify causes and implement corrective actions.
· Forecast and achieve workload volumes by allocating current labor hours to appropriate work assignments to provide feasible productivity estimates.
Front Office Shift Manager
Mount Airy Casino Resort - Mount Pocono, PA January 2022 to July 2022
Mount Airy Casino Resort is a AAA four-diamond premier resort operating in the
Poconos featuring world class restaurants, luxury hotel rooms, PGA designed and operated golf course, a spa, and a well-known casino.
· Manage the daily operations of the hotel Font Desk, Bell Station, while overseeing additional responsibilities in Housekeeping, Valet, and Guest Services to sustain high levels of services and four diamond standards.
· Coordinate daily room assignments and ensure all rooms are clean and vacant to improve the efficiency of guest check ins.
· Implement recovery actions to remedy service failures to improve guest retention to improve guest retention within the hotel.
· Prepares and processes daily reports and handles any exceptions or variances to reconcile balances to achieve accurate accounting on current balances owed to the hotel maximizing revenue.

Amenities Manager on Duty
Exploria Resorts - East Stroudsburg, PA July 2019 to March 2021
· Generated amenity outlets target revenue figures, analyzing weekly data to make improvements resulting in quarterly revenue above targets.
· Mobilized service-focused operations with teams of supervisors across multiple amenity outlets to provide quality guest services
· Led and coordinated FOH operations to achieve high levels of guest satisfaction and operation efficiency.
· Increase safety of amusement ride attractions by utilizing radio walkies to improve communication across operations.
Assistant Conference Manager
Shawnee Inn & Golf Resort - Shawnee on Delaware, PA April 2019 to February 2020
· Leverage customer service and event leadership skills to ensure activities outpace quality standards. · Coordinated the setup and breakdown of event venues assuring events are arranged according to guest expectations.
· Assisted banquet events and sales departments with the successful implementation of private events booked.
· Planned department activities to assure the timely set up of event venues allowing guests and department managers to prepare for the prearranged occasion.

Master of Business Administration in Management and Strategy
Western Governors University - Salt Lake City, UT
February 2023
Bachelor of Science in Business Management
East Stroudsburg University - East Stroudsburg, PA
May 2022
Associate in Applied Science Business Management
Northampton Community College - Bethlehem, PA
December 2021