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Skills

  • Strategic sales knowledge
  • CRM Systems
  • Product ordering
  • Multi-Task Management
  • Sales expertise
  • Professional telephone demeanor
  • Retail store support
  • Multi-line phone talent
  • Service standard compliance
  • Effective communication skills

Work Experiences

  • Examined departmental documents to determine how they should be distributed and filed.
  • Was quick to respond to potential customers' questions and requests.
  • Provided ongoing guest service, which included Power BI recommendations.
  • Ensure that customers and internal departments are properly communicated with.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Conducted an initial client assessment and analysis to begin the research process.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Started two key partnerships that resulted in a 54% increase in revenue.

Summaries

  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Dedicated to meeting and exceeding metric objectives through effective communication and category abilities.
  • Very knowledgeable about Tableau, as well as initiative competitors and offerings.
  • Offering 7 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Motivated to keep customers happy and contribute to the company's success.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Player's Club Representative is a driven Player's Club Representative who is looking to advance professionally by bringing his or her skills to a dynamic, growth-oriented position at Cedar Works.
  • Dedicated and detail-oriented Player's Club Representative with multitasking, follow-through, and problem-solving experience gained during 18 years in customer service and support.
  • Hardworking Player's Club Representative with 9 years of telecommuting experience meeting customer needs.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.

Accomplishments

  • Managed and resolved high-volume queries related to player transactions, reducing downtime in player services by 30%.
  • Increased sales 15% over several months.
  • Developed and maintained a streamlined process for handling loyalty card applications, achieving 13% accuracy across more than 8 accounts.
  • Successfully achieved Innovation Award for delivering outstanding customer service and exceeding quarterly satisfaction benchmarks by 21%.
  • Actively used industry-specific gaming systems, maintaining accurate rewards tracking for over 16 players without discrepancies.
  • Led team to streamline loyalty program entry systems, increasing data input accuracy by 72% and cutting down manual processing time.
  • Coached junior team members on the importance of data integrity, improving workflow efficiency and reducing error rates by 60%.
  • Resolved product issue through consumer testing.
  • Utilized strong communication skills to resolve issues at first contact, achieving 54% first-call resolution for the entire quarter.
  • Collaborated with team of 2 in the development of process.

Affiliations

  • Casino Employee Action Network – Seattle Chapter
  • Certified Gaming Associate OSHA
  • National Association of Casino Marketing Executives (NACME)
  • Gaming Technologies Association (GTA)
  • Players Club and Guest Relations Forum Raleigh Chapter
  • International Association of Customer Experience Professionals
  • Freemason
  • Contemporary Loyalty Programs Network (CLPN)
  • International Game Technology (IGT) Performance Academy 2015
  • Involved in Casino Floor Staff Engagement Taskforce 2020

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Certified Gaming Supervisor (CGS) - Harbor & Co.
  • Salesforce
  • Certified CSR Conflict Management Specialist - Meridian
  • Google Certified Professional Cloud Architect
  • Certified Public Accountant
  • Certified Gaming Analytics Professional (CGAP) - Beacon Labs
  • Certified Guest Service Professional (CGSP) - Summit Group
  • Certified Event Planning Professional (CEP) - initiative
  • Project Management Professional (PMP)

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