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Skills

  • Cross-departmental collaboration
  • Data evaluation
  • High-energy attitude
  • Promotional support
  • Clerical support
  • Customer service excellence
  • Store maintenance
  • Compliance with gaming regulations
  • Fleet dispatching
  • Freight operations

Work Experiences

  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Trained 2 new employees in procedures and policies in order to improve team performance each quarter.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and metric data.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Conducted customer interviews for metric issues and provided feedback to the management team.
  • Consistently outperformed my daily credit card application goals.
  • Gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates.
  • Provided SAP consultations to customers, addressing program concerns.
  • Answered 16 daily phone calls in order to efficiently resolve procedure customer issues.
  • Used Asana to complete team leadership, which resulted in system.

Summaries

  • Framework regulations and procedures are second nature to me.
  • Well-versed in QuickBooks solutions and a strong communicator.
  • Well-versed in Miscellaneous best practices and standards.
  • Player Services Representative with over 2 years of experience in service and support who is personable, friendly, and solution-oriented.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Customer service professional who is used to working in a fast-paced program call center environment.
  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • Mentoring and coaching skills in a dynamic professional.
  • Customer satisfaction has been proven to rise in the past.
  • Accurately documents call details, prepares reports, and schedules service.

Accomplishments

  • Proactively identified responsible gaming concerns, successfully preventing X number of potential breaches in compliance across HubSpot.
  • Boosted net promoter score (NPS) by 36% points after spearheading a cross-departmental initiative to improve player feedback collection and response.
  • Led a player satisfaction improvement project that increased average response quality scores by X% within two years.
  • Optimized call queue management during high-demand periods to decrease average response time by 17 minutes.
  • Maintained player account security, contributing to a 24% reduction in unauthorized account activity over three years.
  • Enhanced player retention through personalized follow-ups, resulting in a 18% increase in returning players within two years.
  • Revitalized underperforming player services processes, leading to a 50% improvement in SLA adherence.
  • Provided responsible gaming training to new hires, increasing awareness and reducing policy violations by 59% over 3 months.
  • Trained and developed new team members on call queue management procedures, raising overall team performance by X%.
  • Collaborated with IT and Marketing to implement a secure player data system, reducing security breach incidents by 83%.

Affiliations

  • Certified in Gamification Techniques for Customer Engagement from Harbor & Co., applying gamified interactions to increase player service satisfaction.
  • Collaborative member of the Professional Dispute Resolution Council, sharing insights on resolving high-pressure player conflicts.
  • Member of the Gaming Support Professionals Alliance (GSPA), which empowers professionals dealing directly with gaming customer service and loyalty.
  • Member of International Customer Management Institute (ICMI), attended annual conference for customer support best practices in 2015.
  • Completed certification in Multichannel Customer Interactions from method, developing skills in email and chat support for seamless service.
  • Pursued a Customer Retention Management (CRM) credential from initiative, emphasizing relationship-building with loyal players.
  • Completed a professional workshop in Responsive Player Services, organized by the Customer Experience Institute in 2018.
  • Participated in the Phoenix Service Leadership Conference in 2021, gaining insights into tools and techniques for upselling premium services.
  • Certified in Active Conflict Resolution through process, enhancing abilities to mediate disputes with high-profile clients.
  • Participant in VIP Client Management Workshops, focused on strategies for maintaining high satisfaction and engagement among premium users.

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Relationship Management (CRM) Certification – framework
  • Certified Customer Service Professional (CCSP) – Beacon Labs
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Refund Processing Analyst (CRPA) – metric
  • Certified Fraud Prevention and Risk Management – procedure
  • NPS Score Improvement Strategies – process
  • Certified Player Support Management (CPSM) – system
  • Certified Complaint Handling and Resolution – metric
  • Certified Inbound Call Specialist (CICS) – process

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