Customer Service Manager

MR. KENDALL SPARGO

**** ********* **** ** . *******, GA 30013 Mobile: 404-***-**** .

**************@*****.***

Consumer engagement professional with 10 years progressive experience in

hospitality services industry. Proven track record in highly successful

consumer engagement and customer service standards. Excellent communication

skills and engagement team management. Proactive and professional; strong

planner and problem solver. Proactively adapts to change. Exceeds

expectations. Able to juggle multiple priorities and meet tight deadlines.

Drives results without compromising quality.

Professional skills include:

. Leadership & Organization

. Effective Problem-Solving & Resolution

. Excellent Written & Oral Communication

. Proficient in Microsoft Office including Word, PowerPoint, Excel,

Access & Outlook

EDUCATION

B.A., Marketing (Minor: Management)

December 2009

Southeastern Louisiana University

EXPERIENCE

Assistant Manager

Applebee's, Tucker, GA

Neighboorhood Restaurant Partners, LLC

5/1/13-Present

. Ensured positive morale and a positive working environment through

ongoin coaching and employee relations.

. Achieved budgeted labor and food costs through proper planning and

execution.

. Ensured proper staffing, conduct interviews.

. Created an overall great guest experience through proper training of

employees and communication with guests.

Supervisor, Casino Operations

Gold Strike Casino & Resort, Tunica, MS

MGM Resorts International

11/2010-11/2012

. Led a team of 10-15 customer service staff, guiding them in casino

guest accounts and operations of gaming devices.

. Ensure service functions of exchanging currency, redeeming payout

tickets are properly accomplished; coordinate guest satisfaction

resolution.

. Ensure company events are appropriately scheduled and communicated.

. Develop policies and procedures focused on increasing overall

operating efficiencies.

. Develop and implement incentive programs focused on increasing

customer satisfaction.

Supervisor, Customer Service

Belle of Baton Rouge Casino & Hotel, Baton Rouge, LA

Tropicana Entertainment LLC

1/2007-10/2010

. Conducted pre-shift team meetings and updates to relay operational and

promotional information.

. Trained team members to provide quality customer service and on new

gaming systems; evaluated employees and performed performance

appraisals.

. Worked with management to develop strategies and objectives to drive

profitability; ensured internal and departmental controls are properly

followed.

Assistant Manager, Casino Operations

Hollywood Casino, Tunica, MS

Penn National Gaming, Inc.

11/2002-12/2006

. Assisted the manager with various tasks, such as security measures to

protect guests and helping with the training of new employees.

. Planned and prepared work schedules for department.

. Managed payouts for guest winnings.

. Trained employees on new gaming systems.

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