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Skills

  • High-profile account management
  • Cross-functional team collaboration (e.g., security, surveillance)
  • Key stakeholder relationship building
  • Clear and concise communication under pressure
  • Cash handling accuracy and management
  • CRM
  • Order fulfillment
  • Gaming regulations compliance
  • Complaint resolution and service recovery
  • Route dispatch

Work Experiences

  • Kept the initiative and metric areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Increased the team's revenue by over $18 in sales.
  • Entered customer interaction details into HubSpot to track requests, document problems, and record solutions offered.
  • Provided ongoing guest service, which included ServiceNow recommendations.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Was in charge of high-volume paperwork and worked with the method department to resolve billing and shipping issues.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Ensure that customers and internal departments are properly communicated with.
  • Customer service training processes were implemented and developed by me.
  • Contributed to $13 in annual store sales per one year.

Summaries

  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Committed to providing world-class customer service while remaining professional.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • With extensive knowledge of data analysis and proven multitasking abilities, I am well-versed in project and time management.
  • Tableau expert with 12 years of experience in related roles.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Casino Service Representative with 5 years of experience in dealing with customer requests and concerns.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved 47% accuracy in cash management during internal audits of cashier units, minimizing revenue loss and discrepancies.
  • Processed an average of 4 guest transactions daily, ensuring compliance with gaming laws and enhancing customer satisfaction.
  • Resolved product issue through consumer testing.
  • Worked with security teams to identify and mitigate potential fraud risks, resulting in a decrease in security incidents by 61% during 6 months.
  • Played a key role in integrating a new player rewards system, increasing player registration by 56% within the first two years.
  • Ensured smooth day-to-day operation by coordinating closely with floor staff, delivering a consistent 19% guest satisfaction rating.
  • Trained 4 new hires in casino operations and protocols, reducing onboarding time by 37% and improving performance reviews.
  • Monitored employee performance and facilitated training initiatives that increased overall service ratings by 75% over 18 months.
  • Documented and resolved system which led to metric.

Affiliations

  • Member of Entertainment and Events Coordination Network
  • Gaming Security Professionals of Canada (GSPC)
  • Freemason
  • American Marketing Association
  • Association of Hospitality, Administrative, and Customer Service Professionals
  • International Gaming Institute (IGI) - University of Raleigh
  • International Association of Administrative Professionals
  • Certified Gaming Professional (CGP) from Beacon Labs
  • Hospitality Financial and Technology Professionals (HFTP)
  • Certified Casino Host (CCH) from Beacon Labs

Certifications

  • CompTIA A+ Technician
  • Certified Guest Service Professional (CGSP) - American Resort Development Association (ARDA)
  • Hospitality and Tourism Customer Service Certification - American Hotel & Lodging Educational Institute (AHLEI)
  • Apple Certified Associate (ACA)
  • Certified Casino Host - Summit Group, 2018
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Player Development Specialist - Meridian, 2021
  • SHRM Certified Professional (SHRM-CP)
  • Google Certified Professional Cloud Architect
  • Certified Public Accountant (CPA)

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