Customer Service Manager
Resume:
GWENDOLYN C. PASCHAL
Chicago, IL 60617
****************@*****.***
* **** ****** ** ********* quality, boosting revenue and profitability, and
delivering
exceptional customer service satisfaction.
Experienced leader of customer service operations and technology
product/service delivery systems.
Repeatedly built cohesive teams and achieved high standards of quality and
productivity in constantly changing and competitive business environments.
Led essential training, product development, and business reorganization
initiatives.
EXPERIENCE AND ACHIEVEMENTS
Majestic Star Casinos, LLC, Gary, IN
IT Supervisor (2007 - Current)
Responsible for second level software application and helpdesk support of
overall performance of key systems at Majestic Star Casinos and Hotel. This
may include, but not limited to systems such as the AS/400 operating
system, ACSC Casino Management system, LMS hotel system, MICROS Point of
Sale system, which play a key role in the operating environment of the
casino. I serve as 1 of 8 team members that technically support the
property sites of 2 casino boats, the Pavilion retail outlets and the
Hotel.
IT Applications Support Supervisor
. Communicate directly with diverse end user base via telephone and
hand-held radio on technical and application issues in local and
remote sites on the property.
. Record and track end-user calls utilizing Mouse tracks Helpdesk
Support Call software package.
. Completed assigned Service Requests from Management. Follow-up, and
keep end-users informed on the status of Service Requests.
. Escalate and monitor unresolved technical issues appropriately.
. Generate and email Accounting, Marketing and Micros Point of Sale
reports daily.
. Setup laptops, projector and screen for presentations by various
departments.
. Supervise and lead compliance efforts across the I.T. department to
ensure compliance, related to Information Management, Change
Management, Operations and Security. Execute I.T. controls to meet
regulatory compliance and risk reduction.
. Draft, review, and negotiate I.T. vendor service agreements. Primary
contact for negotiations, and proposal processing.
. Create documentation, maintain and update in-house systems and
applications operations manuals with all procedures and solutions.
. Teach Microsoft Outlook, Word and Excel classes twice a month to
Supervisors and Managers.
Gwendolyn C. Paschal
Page 2
****************@*****.***
Yellow Cab Co, Chicago, IL
Operations Manager (2005 - 2007)
Cage Cashier Supervisor (2005 - 2005)
Help Desk (2004 - 2005)
Fast-track promotion through a series of increasingly responsible
operations, quality, and management positions with one of the world's
largest cab companies.
Operations Manager
. Manage the following departments: Receptionist, lost & found, cage
cashier, call center,
customer service and custodial.
. Plan, organize and control all of the day-to-day activities within my
departments.
. Achieved grade of service improvement in call center, from 50% - 60%
to 85 - 95%
within 2 months.
. Negotiated Yellow Card contracts with potential and current
customers
. Elevated standards of quality by implementing departmental
policies and procedures,
training, customer service, and incentive programs.
. Collaborated with the President/CEO in the overall
administration of the company.
. Responsible for all of the city/state renewal requirements,
including but not limited to
business, medallion, LLC, and broker license renewals.
Cage Cashier Supervisor
. Ordered all equipment and supplies for the company.
. Supervised cashiers in accordance with policies and procedures.
. Trained and coached cage cashier employees.
. Responsible for work station assignments/rotations, breaks, overtime,
back up for absent employees, employee training, and performance
reviews.
Help Desk
. Provided support for end users
. Maintained AS/400 operations
. Ran daily and weekly reports
. Responsible for system back ups
EDUCATION
Robert Morris College Web Design (2002 - 2004)
Computer Skills:
AS/400
Micros Point of Sale System
LMS Hotel System
ACSC Casino System
Adobe Illustrator and Photoshop
MS Access, Excel, Outlook, PowerPoint, Publisher and Word
HTML and JavaScript
References Available Upon Request
Contact this candidate