Customer Service Manager
Resume:
Lisa Helou
Windsor, Ontario N9E 4M6
Email: ******@****.** 519-***-****
SUMMARY
Currently, a Slot Operations Supervisor at Caesars Windsor, maintaining constant awareness of
floor activity to protect the playing public and the integrity of the Casino. Maintains a good
working relationship with all team members, including all other departments. Settles guest
disputes and acts as a host, explaining slot machine details when necessary. Supervises and/or
verifies slot machine transactions. Monitors cleanliness of the casino floor and takes action to
correct deficiencies. Assists the Slot Shift Manager in training and disciplining employee
occurrences. Always knowledgeable of all departmental and casino promotions and informs all
slot team members of any changes. Ensures guest service proficiency, team morale, staffing levels
and the overall effectiveness of all slot attendants. Works closely with the Food and Beverage
Department, Security, Hotel Services and Total Rewards.
Highly qualified retail sales management professional with hands-on experience in operations,
merchandising, and customer service. Experienced in: new store openings, payroll and expense
controls; hiring, training, and development of management and staff; profit and loss evaluation;
inventory audits and control; shipping/receiving and recall functions, loss prevention and shrink
control. Interfaced well with all levels within the organization to lead and motivate others in
attaining organizational objectives. Organized, detail oriented, and dedicated to building a team of
customer service focused associates.
CORE KNOWLEDGE AND SKILLS
- Customer Service -Merchandising/Planograms - Team Leadership
- Payroll and Budgeting - Profit and Loss Analysis - Coaching and Mentoring
- Inventory Control/Audits - Operations Management - Decision Making
- Facilities Management - Personal Training and Development
- Experience managing in a unionized environment
EXPERIENCE
Administrative
Work collaboratively with others to get the job done, responding positively to instructions
and procedures
Scheduling, confirming and cancelling appointments ensuring business retention
Highly skilled in overseeing store operations and achieving set goals
Proficient in understanding marketplace needs and strategies to drive sales
Maintained professional and close communications with suppliers
Created staff weekly schedules and targets to ensure proper coverage on sales/gaming
floor
Trained, hired and recruited all employees both local and regional
Assisted in training various store managers in Ontario on visual standards as well support
new store openings
In depth knowledge of controlling store expenses to maximize profitability
Over ten years of management/supervisor role experience
Experience managing in a unionized environment
Customer Service
Over 16 years of customer service experience
Dealing with customer issues and concerns
Ensuring customers are happy and repeat business
Preparing and delivering all staff member evaluations while constantly looking at ways to
improve performance, achieve set targets and build the company’s brand
Ability to manage complex sales processes and negotiations to a successful conclusion
Excellent communication and interpersonal skills, easily builds relationships/rapports
with customers and fellow co-workers
Very friendly and out going. Well known throughout the Aldo Group and Caesars
Windsor for the skills and talents I bring forth
PROFESSIONAL EXPERIENCE
Slot Operation Supervisor, Caesars Windsor, Windsor, ON June 2013- Present
Store Manager, Aldo Group, Windsor, ON May 2005- November 2014
Waitress, Il Gabbiano Ristorante, Windsor, ON June 2009- May 2012
Bartender & Waitress, Lefty’s Lounge, Windsor, ON February 2003- February 2005
Assistant Manager, Jacob Boutique, Windsor, ON May 200- June 2005
EDUCATION
Bachelor of Arts, Sociology, University of Windsor September 2008- April 2013
VOLUNTEER EXPERIENCE & PROFESSIONAL DEVELOPMENT
A Big Sister, Big Brothers & Big Sisters Windsor and Essex County 2011- 2013
Youth Mentee, Multicultural Council of Windsor Essex County 2010- 2011
Fundraised for Autism, University of Windsor 2010
African Diaspora Conference, University of Windsor 2010
Bullying & Mental Health Problems-Risks & Intervention, Windsor On 2010
Internet Trends of Children & Youth, Windsor ON 2010
Workshop Facilitator, New Canadian Centre of Excellence, Windsor ON 2009- 2010
REFERENCES
Chris Huiser, Shift Manager/Supervisor, Caesars Windsor
Antonella Marotte, Store Manager, Aldo Group
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