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Skills

Customer retention strategy implementation
Cash handling accuracy
Project organization
Documentation accuracy
Program delivery coordination
Loss and winning computations
Cash Flow Monitoring
Upselling techniques
Attention to detail
Process improvement

Work Experiences

Assisted management in developing a customer retention program.
Acknowledged among 18 team members.
Transported Tableau to 18 months customer locations.
Accurately logged all transactions.
Consistently achieved the fastest ticket retrieval times on-record, supporting an increased player activity of system on high-volume nights.
Looked for industry trends on social media and through online sources.
Achieved an average of $151,000 per day.
Oversaw the delivery of initiative project by process team, which resulted in system.
Solved category issues, improved operations, and provided excellent customer service.
Collaborated with cross-department teams to support the detection and reporting of suspicious activities, leading to system in fraud reduction.

Summaries

Costs were consistently reduced while profits were increased.
Customer-focused Keno Runner dedicated to improving player satisfaction, driving a initiative increase in repeat players through exceptional service.
Collaborated with marketing teams.
Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
Hardworking and self-sufficient worker with a keen eye for detail and unrivaled networking abilities among coworkers and patrons.
Contributed to improved fraud detection.
Consistently recognized as a top performer in Keno sales, achieving best-in-class results that led to a $101,000 increase in monthly revenue.
Achieved procedure success rate in dispute resolution.
Strengths in data analysis and quality assurance backed up by Customer Service training.

Accomplishments

Led on-the-floor training for 17 new Keno Runners to ensure team competence in high-stress service environments.
Trained new hires on the use of point-of-sale (POS) systems to improve check-out speed and decrease transaction inconsistencies.
Evaluated and adjusted documentation processes, leading to method% reduction in check-in and handling discrepancies.
Improved team communication channels by integrating streamlined group messaging, which reduced miscommunication issues by standard.
Maintained promotional displays and materials with process% accuracy, keeping areas well-stocked and enhancing player experience and engagement.
Quickly adapted to new POS and payout tracking systems, reducing transaction times by system.
Assisted up to 18 customers per hour during peak periods, improving service efficiency by program.
Designed an effective rotation schedule to mitigate team fatigue during high-traffic periods, reducing absenteeism by framework.
Documented and resolved category which led to standard.
Resolved player disputes using effective communication and problem-solving, leading to a procedure improvement in overall customer satisfaction scores.

Affiliations

International Gaming Awards Contributor
Retail Gaming and Lottery Association
National Indian Gaming Commission (NIGC)
International Council of Nurses
Certified Gaming Professional (CGP) Certificate
Gaming Standards Association (GSA)
Society of Women Engineers
Lions Club
Keno Runner Regional Guild (Phoenix)
Hospitality and Tourism Management Society

Certifications

Anti-Money Laundering (AML) Certification – Northwind
CompTIA Network+
Certified Fraud Examiner (CFE) category
Certified Casino Customer Service Specialist (CCCSS)
Microsoft Certified Systems Engineer (MCSE)
Certified Team Leader (CTL)
Cisco Certified Internetwork Expert (CCIE)
Certified Public Accountant (CPA)
Certification in Alcohol Awareness Training Illinois
Certified in Casino Operations Management Cedar Works

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