Customer Service Representative

EXPERIENCE:

Night Auditor/Guest Service Representative Lead

Harrah’s Ak-Chin Casino and Resort, Maricopa AZ 2018-Current

Provides memorable customer service, develops positive relationships with customers and employees. Able to listen to and address guest concerns and use available resources to ensure guests have a memorable experience.

Audits and processes source documents in accordance with established departmental procedures to facilitate timely and accurate recording of hotel and related revenue daily.

Initiates the generation of and coordinates the distribution of various hotel system reports to ensure the most up to date information is provided for the following day.

Familiar with all aspects of the Front Desk, including all check-in and checkout procedures and familiar with the ins and outs of the Lodging Management System to effectively complete responsibilities. Assists in supervising and guiding staff to ensure that employees receive adequate support and resources to accomplish established job requirements when leadership team is not available.

Oversees all end of day functions in the front office and that all rooms are checked in and payments are secured and to communicate all discrepancies with management.

Site Supervisor

New York Life Insurance Company/ Canon Business Solutions, 2005-2016/IST Management, 2016-2017

Promoted to Lead Supervisor and performs mailroom duties, shipping and receiving, customer service, and marketing projects.

Interact with Executives and clients via telephone and email and update client’s accounts on UPS Campusship at various times during the day. Active participation in development of Manager Training Program and Employee Certification Program. Administer employee evaluations/appraisals, schedule hours, and oversee daily procedures of Neopost machines for the General Offices and the Outbound Departments. Perform fulfillment duties such as inserting materials into envelopes and other containers, folding, shrink wrapping. Data Entry of New York Life Insurance Kits for new and current clients.

Responsible for prompt and accurate receiving, sorting, delivery, pick up, and processing of all courier items, interoffice mail, newspapers, magazines and all couriers of United States Postal services mail; track couriers and accountable items ( FedEx, UPS, Certified Mail, PMDS).

Developed check list for opening, closing, safety, sanitation, security, and daily operations for use by managers in each unit.

EDUCATION/TRAINING:

Brooklyn Technology School – Technical Certificate 1997

Proficient in Microsoft Office, Lotus Notes, Canon and Ricoh Multi-function devices, SendSuite Tracking

System, Neopost machines, Neopost Meter, Lodging Management System (LMS),

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