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Skills

  • Team building
  • Lottery machine troubleshooting
  • Customer feedback solicitation and analysis
  • Dispute management for malfunctioning terminals
  • Customer dispute resolution
  • Process improvement
  • Cash handling and reconciliation
  • Fraud Detection and Prevention Techniques
  • Implementation of new theft deterrent methods
  • Conflict de-escalation strategies

Work Experiences

  • Responded to inquiries by answering questions from players about game play, machine functions, and payouts.
  • Assisted in implementing new software for lottery ticket tracking.
  • Achieved results in under several months.
  • Accommodated surges of up to 13% in foot traffic.
  • Boosted impulse lottery purchases.
  • Assisted up to 10 customers daily.
  • Boosted foot traffic.
  • Assisted management in handling adverse customer behavior.
  • Cleaned and repaired gaming equipment to maintain performance levels and serve 17 customers per day.
  • Championed team initiatives to reduce processing errors.

Summaries

  • Achieved a 21% increase in revenue.
  • Achieved a 64% resolution rate.
  • Adept at fostering positive relationships.
  • Adept at coordinating with vendors.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Collaborative Lottery Attendant.
  • Aimed at reducing processing times.
  • Collaborative Lottery Attendant who plays a key role in cross-departmental initiatives aimed at reducing processing times while ensuring compliance and boosting sales.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Have over 17 years of cash handling and customer service experience in the system industry.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Trained staff on conflict de-escalation techniques, reducing the number of negative customer interactions by 59%.
  • Set up and conducted weekly internal lottery audits to ensure full compliance with state regulations, reducing violations to 0.
  • Resolved product issue through consumer testing.
  • Identified and prevented fraudulent lottery ticket attempts, safeguarding company revenue from potential losses.
  • Collaborated with management to ensure full compliance with lottery regulations during all sales operations.
  • Investigated and resolved discrepancies in daily lottery sales reports, ensuring compliance with regulatory standards.
  • Introduced best practices for nightly audits, contributing to a 16% reduction in financial errors at store closing.
  • Boosted customer retention by 15% through personalized interactions and tailored lottery recommendations.
  • Collaborated with team of 2 in the development of process.

Affiliations

  • International Association of Gaming Regulators (IAGR)
  • Complaint Resolution Practitioner (CRP) 2022
  • American Marketing Association
  • Rotary International
  • Jaycees
  • American Medical Informatics Association
  • Public Gaming Research Institute (PGRI)
  • Certified Conflict Resolution Specialist (CCRS) – 2018
  • International Institute of Retail Management (IIRM)
  • Technology Training Institute (TTI) - Point of Sale Certification

Certifications

  • Public Speaking & Customer Communication Certificate - Summit Group, 2024
  • Certified Customer Service Professional (CCSP) Ironclad Systems 2021
  • ServSafe
  • Cisco Certified Network Associate (CCNA)
  • Project Management Professional (PMP)
  • Salesforce
  • Risk Management for Retailers Certification - framework
  • Cybersecurity for Retail Certification - initiative
  • Certified Auditing Specialist in Gaming (CASG) - standard
  • Certified Fraud Examiner (CFE) method

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