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Customer Service Sales

Ontario, Canada
February 26, 2015

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Carla Cave

**** ******* **., *******, **, N*W *L*

Cell: 519-***-**** ~ Email:


A loyal and diligent Professional seeking a position within your

organization. Demonstrated ability to implement processes to drive sales

while maintaining a high level of customer service. Possess experience in

project management, and outlining and adhering to project timelines.

Capably communicate with customers in a friendly and professional manner

and determine their needs accordingly. Consistently demonstrate exceptional

foresight and expertise in the following areas:

Dedication to Training & Efficient Individually & Excellent Interpersonal &

Mentoring Within Collaborative Teams Initiative Skills

Oversee Marketing Experience with Diverse Communication,

Campaigns Effectively Cultures & Personalities Presentation & Customer

Service Abilities

Problem Solving & Conflict Accurate Documentation & Adhere to Company Privacy

Resolution Abilities Financial Transactions Policies & Confidentiality



. Initiated a change in the internal staff competition to drive sales

for VIP Services. Recognized that daytime staff was at an advantage

because they got more calls, so suggested a change from one-on-one

competition to more of a team effort. This led to a boost in overall

morale and team building.


. Consistently meet all criteria for internal sales competition in VIP

Services, including up selling rooms and tickets, and meeting special

requests from guests.


. Proposed that VIP Services make changes to become more accessible to

guests with disabilities. The suggestion is pending approval but the

idea has been well received.


. Suggested that the Coordinators take a course on flower arrangements

while working as a Marketing Coordinator. Dealt with flower

arrangements on a regular basis and realized that no one had

sufficient knowledge to produce excellent work as well as an

additional revenue stream.


. Managed a big event while working as Marketing Coordinator that

involved a boxing match with Muhammad Ali's daughter. Coordinated

seating arrangements to ensure that all spectators could see the match

and followed all health and safety guidelines when setting up the

risers and the ring. The event was televised and ran smoothly.


. Board of Directors member for the Windsor Soccer Club. Handle all

advertising and registration.


Caesars Windsor (formerly Windsor Casino), Windsor, ON 1997-present

Guest Services (formerly VIP Services), 2014 - Present

VIP Services (Reservations merged with PBX), 2006 - 2014

Review any upcoming activities prior to the opening of the shift, like

giveaways, entertainment events, email blasts, hotel offers, and any rooms

that are not to be sold that day. Start up all necessary computer systems

and programs, including LMS and EMS programs, GSW system for reservations

and guest offers, PBX Manager, Absent Call Line, HotSOS Program, and


Carla Cave

Page 2


. Oversee the phone, including logging into the system, checking and

returning messages, and answering phone calls in a friendly and

professional manner.

. Search accounts while talking to customers on the phone and answer

questions. Inform customers of everything the property has to offer:

entertainment, events and special deals.

. Determine customer needs and decide the best entertainment solution.

Gather the necessary information to complete the reservation or

purchase tickets, and enter it into the computer system.

. Send out emails confirming customer reservations. Adhere to company

privacy and confidentiality rules and regulations when handling

personal information and processing credit cards.

. Maintain strong knowledge of the basic procedures of other

departments, to better assist customers.

. Input all employee absences into the system, and communicate these

absences to the Supervisor.

. Retrieve float from the employee bank at the beginning of the shift,

and balance till at the end of shift.

. Find accommodations that best suit customer's needs. Verify customer

ID's when checking guests in.

. Complete transactions for outstanding reservation payments, including

the use of gift cards. Ensure charges for incidentals and outstanding

guest bills are paid upon checkout.

. Notable: Completed Signature Company training to ensure proper

handling of phone calls, and learned how to upsell effectively and

provide customers with outstanding customer service.

Reservations, 2003 - 2006

Answered calls and handled reservations accordingly, also made event room

bookings, reviewing the computer program to determine availability.

Provided guests with info on different rooms and took credit card


. Recorded all reservation information accurately on a hard copy, which

was then sent to all departments.

Marketing Clerk - Motorcoach, 2002 - 2003

Collaborated with motor coach Operators as well as the tour company to

coordinate arrival and departure times. Informed the tour company and motor

coach Operators of incentives that they could receive. Booked off rooms if

the Operators and guests needed an overnight stay.

. Sent off necessary information to the reservations department, and

input details into the MLS system. Ensured that all Operators had

adequate insurance coverage by looking through company files.

Reservations Clerk, 2001 - 2002

Casino Marketing Coordinator, 1999 - 2001

Made departmental presentations for proposed events, and presented outlines

and reports based on predisposed budget. Created spreadsheets for specific

events to enter accurate information into the system, based on manifest

received from the reservations department.

. Managed projects and ensured effective coordination with other

departments. Informed departments of timelines and oversaw and

assisted with set up. Coordinated areas for television crews to set

up safely for events that were being televised.

. Oversaw smooth event operation by being present on the floor to ensure

client satisfaction. Liaised with third-party vendors and suppliers to

make sure that they were all there on time, including centre-pieces,

linens, and all decorating services.

Customer Service Representative - Player's Prestige, 1997 - 1999


St. Clair College, Windsor, ON

Business Administration Marketing Diploma

Hotel Administrator Certificate

Additional Training:

. IT System Usage Policy, Owndelifht, Owndelvr, AODA, Workplace

Violence/Harassment, OWN IT Certification, Common Workplace Hazards,

Legislation -OHSA, WHMIS, New Hire Orientation, Total Rewards Front of

House Module 1 & 2, Responsible Beverage Service, Service Recovery -

Management, Smart Serve Certification, FINTRAC Reporting, Responsible

Gaming Online

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