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Customer Service Representative

Waldorf, Maryland, United States
January 31, 2018

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Lynetta Gainyard

Customer Service Oriented - 240-***-****


Cage Cashier

MGM Resorts International National Harbor - Oxon Hill, MD - November 2016 to Present

Provide excellent service consistent with the property’s core service standards and brand attributes. Assist patrons with general information.

Proactively greet, interact, and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment.

Cash personal checks and assist guest with cash advances in accordance with vendor instructions and specified guidelines.

Redemption and purchase of chips and EZ Pay Tickets (TITO-ticket in ticket out). Redemption Slot and Sports tickets and chips.

Conduct Marker and Front Money transactions on patron accounts (Deposits, Withdrawals, Redemptions and Issuances).

Practice teamwork, create a positive work environment, and greet fellow employees. Redeem all acceptable types of foreign currencies.

Secure company assets and Balance bank at end of shift.

Document all recordable transactions in accordance with company standards and Title 31 regulations. Perform procedures in accordance with gaming regulations, company policies and departmental procedures. Perform all other job-related duties as requested.

Sr. Customer Service Representative

Capital One Bank - Laurel, MD - January 2015 to February 2017


Handle transactions and answer customer queries. Decipher customer needs and offer the best solution based on proper company policies. Effectively communicate ideas, suggestions and answers. Solve the customers type of problem or query they need and present. Complete complex and money related transactions.

Skills Used

Effective listener and communicator. Good problem solving and troubleshooting skills. Ability to handle money and ability to remember details of transactions services. Ability to follow instructions and procedures. Have a keen eye for detail to service to the best of my ability. Must have good computer skills. Must be patient and amiable. Interested in helping others and working with different people.

Security Officer (Armed)

Ampro International/Master Security - Washington, DC - August 2009 to June 2012

Investigated and reported alleged burglaries and thefts on worksite premises. Monitored activities of all persons with access to building through surveillance cameras. Apprehend and detain violators. Provided access control and general protective measures for buildings. Patrolled designated area by foot or in vehicle if needed and inspected building and adjacent grounds. Operated metal detectors and X-ray machines, close circuit

television (CCTV), and other electronic security devices. Provided aid for customers in emergencies, complied with (OSHA) by reporting hazardous and unsafe conditions to supervisor. Operate Computer Aided Dispatch (CAD), two-way radio, and other sophisticated communications equipment systems. Performed related duties as assigned.

Customer Account Executive

ASG Security - Beltsville, MD - August 2008 to July 2009

Served as a direct point of contact for customers. Responsible for ensuring the company's customers received an adequate level of service or help with their questions and concerns. Interacted with customers to provide information in response to inquiries about products or services to handle and resolve complaints. Communicated with customers through a variety of means - by telephone; by e-mail, fax, regular mail and in person. Handled general questions and complaints. Attempted to resolve the problem according to guidelines established by the company. Procedures involved asking questions to determine the validity of a complaint, offering possible solutions, or providing customers with refunds, exchanges, or other offers. Helped customers decide what types of products or services would best suit their needs. Kept records of transactions, updated and maintained databases of information. Prepared work orders for maintenance requests after determining if field visits are required and ensured appropriate follow-up procedures are met. Performed billing and posting duties.


Level One Personnel - Columbia, MD - September 2006 to January 2008

Scheduling/Meeting Assistance: Received and managed all incoming correspondence and documents; distributes according to specializations, priorities and interests. Attached references or other material as indicated and establishes suspense actions. Extracted administrative correspondence and prepared responses in draft or final based on information available in files or provided by supervisor. Reviewed all outgoing correspondence for format, proper grammar, spelling, punctuation, etc. Maintained designated calendar(s) and independently arranges schedules based on knowledge of current priorities and objectives. Coordinated and rescheduled meetings or other appointments. Served as the clerical assistant and arranged facilities for meetings and conferences. Coordinated and assisted in presentation of meetings, tours, seminars, programs, workshops, and board meetings.

Reception Duties: Served as staff representative and point of contact to receive and screen telephone calls and visitors in accordance with office procedures. Responded and processed technical, non-technical and routine requests/inquiries based on knowledge and authority of the programs and operations ensuring confidentiality, discretion, and adherence to protocol.

Data Management: Used automation equipment and software (word processing, spreadsheet, electronic systems, etc.) to produce a wide variety of narrative and tabular materials such as correspondence, technical and administrative reports, charts, graphs, etc. Prepared material from rough or revised drafts; applies knowledge of various software functions to manipulate or arrange data into required formats. Archived, secures, and indexes data bases for future reference, files electronic mail communications and verifies transmittal clearance for incoming or outgoing mail (postal, electronic, and faxes). Summarized correspondence and assembles background information to accompany mail prior to distribution. Maintained databases, tracking systems, and spreadsheets. Tabulated, filtered, backs-up and generates report data outputs. Ran validations and reports to check for missing data or other errors. Developed formats and specifications for retrieval and summarization of data. Organized, maintains, controls, and retrieved working and active project/case files, office records and documents. Maintained record controls to ensure correspondence/report deadlines are met. Disposed of or archives obsolete material/files.

Program Support: Provided support for a variety of designated programs. Issued notification of filing requirements, distribution of documents, and intake of completed program reports. Shredded/destroyed aged reports in accordance with regulatory requirements. Responded to information requests and inquiries

concerning program functions, general information, and program status. Referred requests seeking more technical information to appropriate staff. Provided administrative backup services when required to support administrative functions such as time and attendance, travel, property management, purchasing, budget, etc.

Senior Store Associate

AAFES/DFAS - Washington, DC - September 2004 to February 2007

Operated an Electronic Point of Sale (EPOS) cash register coupled to a scanning system and scale a stand-alone register system to record unit prices, proper accounts (subsistence, meat, produce and sensitive items), purchase totals, surcharge and change. Scanned items and entered proper Look-Up Code for random weight or scaled items such as produce. Received and verified change fund and checked register. Answered questions and complaints of customers. Provided assistance in arriving at solutions according to established store policy. Performed other related duties as required such as pricing, stocking merchandise and cleaning immediate work area. Participated in store inventories. Counted all tills at start and end of shift.

SKILLS: Microsoft Office Suite including Office, PowerPoint, Excel, Access, Outlook. Internet, Printer, Copier, Scanner, Fax, Email, Lotus, PeopleSoft, QuickBooks, etc.

References given upon request.


AA in Business Administration University of Phoenix Online - Greenbelt, MD 2007

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