Customer Service Shift Manager
Resume:
BARBARA
HUMENUIK
*.********@*****.***
Columbia Station, Ohio 44028
CONTACT
SKILLS
• Decision Making
• Leadership Abilities
• Policy Implementation
• Employee Training
• Team Management
• Effective Communication
• Conflict Resolution
• Customer Service
• Staff Scheduling
• Staff Development
Adept in team leadership and staff development, I elevate customer service levels at MGM Resorts, achieving favorable Net Promoter Scores. My proactive decision-making and effective communication honed through roles at Cesars Entertainment underpin my ability to drive operational success.
PROFESSIONAL SUMMARY
Senior Shift Manager - VLT
MGM Resorts, Northfield Park, Ohio
As a Senior Shift Manager I am responsible for supervising a team of Assistant Managers and Guest Service Representatives with specialized attention to employee engagement, protection of assets and top-notch customer service utilizing the following skills:
Shift Manager
EXPERIENCE
November 2015 - Present
Communicating effectively with vendors regarding ordering process, pricing structures and delivery timelines.
•
Conducting performance reviews for direct reports to ensure job expectations were met or exceeded.
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Analyzing data from various sources such as revenue reports, payroll information, audits and financial statements to make decisions regarding staffing needs.
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Providing exceptional customer service by resolving customer complaints quickly and efficiently, resulting in increased Net Promoter Scores.
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Assisting in interviewing potential candidates for open positions within the VLT Operations department.
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Trained new hires on company policies, procedures, systems and equipment
• usage.
Successfully managed a team of up to 50 employees, developing and motivating staff through effective delegation and communication skills.
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Demonstrated strong organizational abilities in scheduling shifts, ensuring adequate coverage while controlling labor costs.
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Maintained accurate records of employee attendance, overtime hours worked
• and disciplinary actions taken when necessary.
• Established and maintained positive and professional employee relationships. Communicated important company information and policy changes to staff members.
•
Implemented strategies that increased revenue and improved profitability to
• ensure sustainability.
February 2013 - November 2015
Cesars Entertainment, North Randall, Ohio
Slot Attendant
Cesars Entertainment, North Randall, Ohio
• Trained and supervised new staff members.
Balanced cash drawers and resolved financial discrepancies using receipts and financial documents.
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• Addressed customer complaints and resolved conflicts.
• Established and maintained positive and professional employee relationships.
• Resolved conflicts between employees or customers in a professional manner.
• Oversaw daily operations while managing multiple projects simultaneously. Taught newly hired team members and supervisors business policies and procedures.
•
April 2012 - February 2013
• Verified jackpot payouts according to established standards and procedures. Maintained a high level of professionalism while interacting with guests in all
• areas of the casino floor.
Assisted customers in understanding game rules, regulations, and procedures related to slots play.
•
References available upon request
REFERENCES
Contact this candidate