Customer Service High School

Joann Anderson

Email: ********@**************.***

Address:

City: Temecula

State: CA

Zip: 92592

Country: USA

Phone: 951-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Energetic and reliable, skilled working with a diverse group of people.Dynamic customer service, friendly with can-do attitude who leads diverse teams to achieve company goals. Excellent communication and computer skills; ability to work independently or as part of a team to meet project deadlines; multicultural awareness with a high level of adaptability.

Educational Background:

High School Dipolma from Madison High School, Claremont CA 1/2001 to 6/1979 (General)

Job History / Details:

Summary

Energetic and reliable, skilled working with a diverse group of people.Dynamic customer service, friendly with can-do attitude who leads diverse teams to achieve company goals.

Excellent communication and computer skills; ability to work independently or as part of a team to meet project deadlines; multicultural awareness with a high level of adaptability.

Highlights

Excellent time management skills

Bilingual/Hispanic

Problem solver, attention to detail

Mature attitude

Excellent demeanor

Self-starter

Organizational Skills,

Microsoft Outlook, Word, Excel, Audience View Ticketing System As 400, Fax and Copy machines

Team player, team building, dedicated team member

Motivated, enthusiastic, professional,

Reliable, loyal, honest

Adherence to high customer service standards

Meet deadline

Meet/exceed goals

Attention to detail

Experience

June 2011 to June 2012

Pechanga Resort & Casino

Special Events /Box Office Manager

Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.

Scheduled staff shifts to cover peaks and lulls in customer inquiries.

Interviewed, hired and trained new quality customer service representatives.

Trained staff on operating procedures and company services.

Addressed negative customer feedback immediately.

Provided a high level of product and leadership support to representatives and clients.

Managed departmental expenses to stay within allocated budget.

Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Partnered successfully with internal/external hotel, catering, transportations to produce positive outcome for artists as well as our guests

Trained, coached and mentored staff to ensure smooth adoption of new program.

May 2003 to May 2011

Pechanga Resort & Casino

Special Events /Box Office Supervisor/ Coordinator

Facilitated inter-departmental communication to effectively provide customer support.

Provided detailed monthly departmental reports and updates to senior management.

Assisted Management with work flow to meet or exceed quality service goals such as coordinating casino wide decor, Pow Wow Indian ceremony dance, live boxing, special engagements, celebrity appearances, charity golf events, new years' eve galas, casino wide and team member appreciation events.

Provided a high level of product and leadership support to representatives and clients.

Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Directed the activities of the ticketing operation as well as monitoring the day to day ticket sales

Coordinated with the appropriate departments, consultants and contractors for set up for the artists

November 2000 to February 2002

Pechanga Resort & Casino Temecula, CA

REWARDS CLUB SUPERVISOR

Developed and implemented promotions with management for club members

Team productivity and managed work flow to meet or exceed quality service goals.

Monitored programs to maximize customer satisfaction.

Facilitated inter-departmental communication to effectively provide customer support.

Improved service quality and increased sales by developing a strong knowledge of company's products and services.

Scheduled staff shifts to cover peaks and lulls in customer inquiries.

Interviewed, hired and trained new quality customer service (Rewards Club) representatives.

April 2000 to January 2001

Pechanga Resort & Casino Temecula, CA

GUEST SERVICES HOSTS

Monitored the daily activities of casino customer support teams.

Promptly responded to inquiries and requests from prospective customers.

Assist the Rewards Club promotions as outlined by the marketing department

Operate/Maintain computer systems associated with the rewards Club members

decorated and maintained display boxes and other areas of the casino

Participated in prize/cash giveaways and assisted in the marketing department as needed.

Maintained database mailing list and performed other PC data entry functions

November 1999 to March 2000

TELEPHONE RECEPIONIST

Answered and directed internal and external phone calls

Investigated and resolved customer inquiries and complaints in an empathetic manner.

Assisted in general office duties with included retrieving mail, separating and distributing the mail to the appropriate co-workers

Adhered to all confidentiality requirements at all times.

Education

Madison High School Claremont, Ca

High School Diploma

Core Accomplishments

Successfully recruited and trained box office staff, theater ushers and entertainment coordinators of Pechanga Resort & Casino's entertainment division.

Played an instrumental role in increasing customer satisfaction ratings index from [60] percentage to [100] percentage within One year as a Customer Service Special Events Manager..

Accountable for all operations of busy office, entertainment

facilitated on boarding of new employees by scheduling training, answering questions and processing paperwork.

Successfully planned and executed casino wide meetings, casino wide decorations, special VIP events for groups of 100 plus customers in addition to team member events for over 3000 staff members.

Assisted our casino board members and leadership in coordinating and creating the summer concert series outdoors. Organized and executed the event with great success. Negotiated low vendor rates and submitted approval for summer outdoor concerts, holiday decorations, an addition to daily operations

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