Customer Service Professional

Erica Taylor

**** ********** ***

Inkster MI ****1

Home: 734-***-****

Education

National Institute of Technology Southfield, MI- Electronics & Computer Technology 1998

Robichaud High School Dearborn Heights, MI-Endorsed Diploma 1996

Experience

Motor City Hotel Casino Slot Attendant, 1999 - Present

Responsible for providing efficient guest service to all Slot guests and ensuring slot machines are monitored on a continual basis for operation at maximum efficiency. * Actively patrols assigned sections looking for opportunities to surprise and delight guests * Enhances guest’s slot entertainment experience by creating a fun, high- energy environment through the celebration of slot wins and building players’ perception of luck. * Displays attentive, upbeat, and enthusiastic behavior during each and every “Moment of Truth” interaction throughout the shift. * Develops customer loyalty by delivering unparalleled guest interactions as directed by company trained initiatives. * Clearly communicates functionality of Slot Floor (i.e. Fast Cash - ticket in/ticket out). * Responds to the right customers in the right order for service requests including slot dispatch, slot candle lights, radio, and customers while meeting or exceeding department service standards. * Verifies and countersigns hand paid jackpots. * Resolves guest complaints through the use of Service Recovery with a sense of urgency and empathy with approved levels of authority. * Keeps slot areas clean, secure, and well maintained * Corrects minor machine malfunctions including coin jams, printer errors, bill validators, slot light repairs. * Participates in slot machine upgrades and implementing new initiatives.

Efficient on Title 31 on the monetary regulations of the gaming and state rules and policies.

Circuit City-Customer Service Associate, 1998 - 1999

Processed various transactions ranging from the selling and releasing of merchandise and also returns. Resolved customer issues and also attended all training classes on a quarterly basis to improve my interactions with customers. I assisted management with various duties. Attended advanced customer satisfaction training classes on a quarterly basis.

Clarion Hotel-Front desk Agent/Receptionist, 1997 – 1998

Attend to visitors and deal with inquiries on the phone and face to face. Supply information regarding the organization to the general public, clients and customers. Received and greeted clients politely, leaving a positive impression of the firm in their minds. Sorted general complaints and issues for workers and customers. Coordinated with the staff at meetings and conferences to make arrangements for refreshments and meals. Collected emails and replied as per the instructions of seniors and manager

Key Skills

Office/IT Support Skills:

Calendaring

Front-Desk Reception

IT Support

PC Repair Tech (hardware and software)

Circuit Construction and the install and maintenance of servers

Computer Skills:

MS Word

MS Excel

MS PowerPoint

MS Outlook

MS Access

MS Project

MS Publisher

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