Customer Service Manager
Resume:
SHIRLEY L. NELSON
Porter, Indiana 46304
************@*****.***
Competent, versatile professional seeks to utilize extensive experience and
proven capabilities to benefit a progressive organization.
HIGHLIGHTS OF QUALIFICATIONS
* Results driven, guest service oriented, and ambitious team leader with progressive experience in personnel management, recruiting staff at all levels, training/developing, and customer relations.
* Excellent motivator who has the capacity to supervise and work with people at all levels.
* Ability to prioritize and efficiently multitask while identifying problems and implementing effective solutions.
* Possess a "pro" company attitude dedicated to the growth and profitability of the company.
* Computer Experience: Microsoft Office, Word, and Excel.
AREAS OF EXPERTISE
* Personnel Supervision * Scheduling * Training/Mentoring
* Organization/Planning * Sales/Marketing * Interpersonal Skills
* Communication/Persuasive Skills * Guest Services and Relations * Negotiation
PROFESSIONAL EXPERIENCE
DEAN’S TIRE & AUTOMOTIVE, Chesterton, Indiana (9/14 - 8/15 & 7/05 - 7/07)
Car Care Consultant
- Marketed and sold mechanical services, tires and tire services.
- Provided a high level of customer service by working closely with customers concerning sales/special orders necessary for
the safe and efficient operation of the customer’s vehicle.
- Answered phones, scheduled clients, quoted prices, wrote service tickets, and processed payments.
- Knowledgeable of all products, services, warranties, and maintenance issues.
BETA FINANCE COMPANY, INC., Merrillville, Indiana (6/13 - 9/14)
Member Advocate
- Processed membership fee payments, sorted/filed all paperwork, and filed bankruptcy claims.
- Evaluated/resolved all customer concerns and issues in a timely manner.
BLACKHAWK INN, Westville, Indiana (1/13 - 4/13)
Bar Manager
- Responsible for managing all aspects of the bar focusing on cleanliness, proper stocking, set-up, inventory procedures, and
exceptional customer service.
- Ran both the front and back of the house including bartending and serving when required.
- Implemented inventory procedures that cut costs and drastically cut back on internal theft.
FOUR WINDS CASINO RESORT, New Buffalo, Michigan (7/07- 1/13)
Assistant Slot Shift Manager (6/10 - 1/13)
- Supported corporate management in hiring, training/motivating, and supervising staff of 90-100 employees in Slots and the
Technical Department.
- Involved in multiple game security, procedures, and maintenance procedures.
- Utilize extensive knowledge of public relations, marketing techniques, and the gaming industry to effectively promote Four
Winds Casino with a professional image.
Shirley L. Nelson - Page Two
Slot Shift Supervisor (7/07 - 6/10)
- Integral part of opening Four Winds Casino Resort in New Buffalo, Michigan as Slot Shift Supervisor.
- Oversaw the effective operations of Slot Floor and ensured outstanding guest service.
- Responsible for providing direct supervision to 30 line employees on Casino Floor while implementing policies and procedures.
WAGNER’S RIBS, Porter, Indiana (8/04 - 7/05)
Server
- Highly organized server with experience providing exceptional service in popular dining establishment.
- Thorough knowledge of menu offerings including spirits and wine pairings.
- Up-sold additional appetizers, beverages, and desserts to increase guest check averages.
- Mentored and trained numerous new employees.
- Collected payments and balanced transactions with receipts daily.
BLUE CHIP CASINO, Michigan City, Indiana (7/97 - 5/04)
Slot Shift Manager (2/01 - 5/04)
- Managed 20 supervisors and 115 employees; providing training, guidance and direction to all employees.
- Daily responsibilities include staffing, customer service, and evaluating/resolving all customer issues.
- Accountable for recruitment, interviewing, training, guidance, review, promotion, and appraisal of staff.
- Instrumental in marketing casino services to potential high-end customers.
Slot Shift Supervisor (2/00 - 2/01)
- Contributed to all areas of managing 25-30 employees; controlling successful run of games together with all supervisors.
- Continuously developing friendly ties with guests while assisting in popularizing and improving quality of games.
- Ensured adherence to Indiana Gaming Board and corporate rules and regulations.
- Established amiable relations with guests and staff and addressed guest disputes promptly.
Cage Department Supervisor/Cashier (7/97 - 2/00)
- Instrumental in opening new casino as Cage Department Cashier; earning promotion to Cage Department Supervisor in 2/98.
- Directly responsible for providing leadership to 100+ employees involved in overseeing millions of dollars in accounts and
revenue.
- Expertise in tracking and solving all variances.
- Identified promptly any dubious casino activities and evaluated/resolved employee-guest disputes.
INDIANA FEDERAL, Chesterton, Indiana (1/85 - 7/97)
Assistant Branch Manager (7/96 - 7/97)
- Directed daily operations of office; scheduling and managing 6 tellers, opening new accounts, and handling loan requests.
- Functioned as liaison between bank and customers to effectively analyze and resolve problem areas.
- Experienced in evaluating transaction volumes and daily production reports.
Teller Supervisor/Teller (1/85 - 7/96)
- Began career at Indiana Federal as Teller; responsible for processing business and private financial transactions.
- Earned promotion to Teller Supervisor in 1/93; scheduling, supervising, and motivating 6-8 tellers.
- Balanced/validated all currency drawers and maintained accurate records.
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