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Skills

  • Customer service
  • POS System proficiency
  • Conflict mediation
  • Framework equipment
  • Customer feedback solicitation and analysis
  • Attention to detail in prize processing
  • Queue management during peak hours
  • Lottery machine troubleshooting
  • MS Office
  • Cash payout transaction accuracy

Work Experiences

  • Championed team initiatives to reduce processing errors.
  • Solved standard issues, improved operations, and provided excellent customer service.
  • Stocked, maintained, and rotated products and displays to create appealing arrangements, pique customer interest, and encourage repeat purchases.
  • Patrolled assigned areas to ensure that players followed the rules and that the machines were working properly.
  • Adjusted lottery ticket sales strategies.
  • Responded to inquiries by answering questions from players about game play, machine functions, and payouts.
  • Assisted management in handling adverse customer behavior with Outstanding Service Award-winning conflict resolution tactics, deescalating 15 potential issues monthly.
  • Assisted up to 10 customers daily.
  • Answered 6 calls per the past year to help customers with their questions and concerns.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Conducted fraud detection.
  • Committed to preventing losses.
  • Achieved an average 50% boost in sales.
  • Collaborative Lottery Attendant who plays a key role in cross-departmental initiatives aimed at reducing processing times while ensuring compliance and boosting sales.
  • Able to manage large crowds.
  • Adept at coordinating with vendors.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Committed professional with a record of reducing lottery transaction errors.
  • Achieved performance goals.
  • Avoided inventory shortages.

Accomplishments

  • Provided exceptional customer service by educating players on game policies, improving first-time lottery player satisfaction by 55%.
  • Ensured accurate processing of high-value lottery wins, handling validation steps for entries over $4 with full compliance.
  • Implemented security protocols for managing large jackpots, ensuring that winnings over $17 were processed safely and securely.
  • Executed effective marketing programs that boosted lottery sales during special promotions by 31% within a two years.
  • 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.
  • Exceeded sales goals by 65% for new lottery game promotions through strategic product placement and customer interaction.
  • Maintained a 68% error-free record for all financial transactions involving lottery ticket sales and validation.
  • Identified and prevented fraudulent lottery ticket attempts, safeguarding company revenue from potential losses.
  • Boosted customer retention by 15% through personalized interactions and tailored lottery recommendations.

Affiliations

  • Retail Audit Certification Oregon 2019
  • Lottery Professionals Network (LPN)
  • Society of Human Resource Management
  • International Institute of Retail Management (IIRM)
  • American Society of Safety Professionals
  • National Lottery Attendant Certification Texas 2022
  • Public Gaming Research Institute (PGRI)
  • Association for Supply Chain Management (APICS)
  • The Lottery Retailer Association of Washington
  • Association of Information Technology Professionals

Certifications

  • Certified Lottery Retailer Manager (CLRM) - process
  • CompTIA Network+
  • Advanced Data Analytics for Retail - Lakeside Partners, 2024
  • CompTIA Security+
  • Certified Inventory Management Specialist (CIMS) - program, 2022
  • CompTIA A+ Technician
  • Cisco Certified Network Associate (CCNA)
  • Public Speaking & Customer Communication Certificate - Summit Group, 2024
  • Gambling Regulations & Compliance Certification - method, 2024
  • Responsible Gaming Education Certificate - Ohio, 2016

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