Customer Service High School

Rachel A. Roberts

Phone 954-***-**** E-mail *******@****.***

Objective

To secure a position in the Hospitality Industry that will offer

opportunities for advancement and professional development. Specifically

seeking a company recognized for excellence in customer relations.

Summary of Skills

Customer Service

. Maintain an upscale environment for all customers and employees.

. Insure all employees are providing a fun and friendly atmosphere to

all guests.

. Recognize and greet all returning guests. Meet new guests and offer

company promotions card.

. Provide concierge service to all guests.

. Address customer questions and complaints and resolve all conflicts.

. Inform guests of any promotions and events that may affect them.

. Give appropriate ratings, and issue player comps.

Management /Administrative Skills

. Supervise assigned staff up to twenty employees in multiple positions.

. Train employees. Plan, asses, and direct work.

. Observe daily assignments, correct any mistakes, and resolve any

occurring conflicts.

. Assign work, appraise performance, give yearly reviews, reward, and

discipline employees as needed.

. Address employee complaints, and resolve team member problems.

. Insure the implementation of company policies and procedures.

. Know and enforce all state and federal laws, and company policies and

procedures.

. Track and rate guest's transactions. Filling out all required

accounting paperwork.

. Perform department cash handling procedures, fill bank rolls, process

credits, issue customer comps, and complete daily shift change

accounting.

. Calculate daily profit /loss projections.

Work Experience

Potawatomi Bingo Casino 1721 West Canal Street Milwaukee

WI, 10/98 to 11/08

Floor Supervisor

Additional experience in retail customer service, and rental, property

management.

Education

. On the job training Certificate of Completion in company sponsored

Supervisory Skills Workshop

. Conflict Resolution and Mediation training

. Completed Customer Service Level 2 and 3 Hospitality training

. Waterford Union High School /Waterford, WI (Graduated/Diploma )

Dates Attended 1984 - 1988

Community activities

I'm a life member of Future Farmers of America and have been involved in

helping area teens learn about gardening and animal care. I have also been

active in volunteering at local retirement homes and the Veterans'

Hospital. Also for several years, I have adopted a single parent with one

or two children for the Christmas holidays.

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