Customer Service Data Entry
Resume:
AMY RAMOS
Chico, California ***** Phone: 707-***-****
Email: *****************@*****.***
PROFESSIONAL SUMMARY
SKILLS
Dedicated Customer Service/Marketing Executive with 20+ years' experience. Offering a background in all aspects of Marketing, Management, Public Relations/Community Outreach, Special Events, Entertainment Management, Office Management, Guest Services and Player Development, easily moving from vision and strategy to hands-on implementation. Excelled within a service-oriented industry, demonstrating a talent for communicating effectively with customers from diverse backgrounds. SKILLS
Accomplished Manager Natural leader
Creative and innovative
Well organized with attention to detail
Budget development and management
Marketing, Guest Rewards & Retention campaign, and program development
Direct mail marketing campaigns
Promotion creation, direction, and implementation
Customer loyalty database management and analysis
Customer Service, Player Development and Conflict Resolution
Employee recruiting, Policy and procedure creation and implementation
Data Entry, Data analysis, bookkeeping, purchasing, accounts payable and receivable
Excellent written and communication skills
Responsible for facilitating and running all electronic promotion functions- Ability to manage multiple projects with strict deadlines.
Social media engagement
Microsoft Word, Excel, Publisher, Power point
Community, Private, On and Off Property Special Event Planning and implementation
Waitressing
Bartending and Cocktail Waitressing
WORK HISTORY
03/2034 to 7/2024
Office Assistant (Temp)
Express Employment
Bidwell Canyon Marina
Oroville, CA
Worked with incomplete files to bring the delinquent accounts current and the Lien process current. Researched the Lien process and wrote procedures to standardize the process for the ongoing process. Worked in the retail store when needed
Performed administrative duties such as filing, faxing, scheduling, and placing orders. Greeted clients and customers, directed phone calls, and set up appointments. Served as point of contact for Customers and clients. Maintained the reception area.
Maintained Client records.
Assisted in answering Customer questions.
Reviewed, sorted, and distributed incoming mail.
Processed invoices
04/2022 to 08/2023
Administrative Assistant
Clean Masters
Chico, CA
Managed day-to-day operations of home office.
Performed administrative duties such as filing, faxing, scheduling, and placing orders. Greeted clients and customers, directed phone calls, and set up appointments. Served as point of contact for Customers and clients. Maintained the reception area.
Maintained Client records.
Assisted in answering Customer questions.
Reviewed, sorted, and distributed incoming mail.
Processed invoices
Ordered and distributed work orders
6/2021 to 3/2022-
Sales Associate
La-Z-Boy Home Furnishing
Chico, CA
Using a consultative sales approach to connect with my customers. Perform strategic thinking to achieve optimal customer experience and meet customer needs. Work as a liaison with the in-home designer presenting tailored solutions to room design needs. Utilize my project management skills to cycle from proposal and contract administration to space planning and product/finish selection aligned with customer’s vision. Maintain focus on team leadership, personnel support, innovation, and customer building. Interact with customers daily, building strong customer base through providing personalized product guidance, resolving issues, following up on purchases and opening new accounts. Arrange new merchandise with signage and appealing displays that encourage customer sales and move overstock inventory.
03/2021 to 6/2021- (Temp position through Spherion of Chico) Office, Accounting and Human Resources Assistant
All Metal Supply Company
Oroville, CA
Answer and direct phone calls, organize and schedule appointments, plan meetings and take detailed minutes, write, and distribute email, correspondence memos, letters, faxes, and forms assist in the preparation of regularly scheduled reports, maintain filing systems, update, and maintain office policies and procedures, Order office supplies and research new deals and suppliers, maintain contact lists, Book travel arrangements, submit and reconcile expense reports, provide general support to visitors, act as the point of contact for internal and external clients, assist in handling requests and queries from senior managers
08/2018 to 06/2020
Casino Shift Manager
Coyote Valley Casino
Redwood Valley, CA
Provide leadership and oversee the operation of all casino activities in the absence of casino senior management, assuming oversight responsibility for casino operations with full decision-making authority. Provides strong, innovative leadership to organizational development and activities, to create productive work environments and positive results. Responsible for providing motivation and encourages positive morale among casino staff. Acts as liaison with all department management and outside agencies to produce the best possible environment and service to the casino's clientele. Maintains a high standard of guest service within the Casino and actively promote positive customer and employee relations. Provides a presence to ensuring that excellent customer service is continually provided. Responsible for resolving customer and employee disputes that may arise and settle disputes in a manner that expresses excellent customer service as well as ensuring that the best interest of the operation is always considered.
Communicate regularly with employees and keep them informed on all casino activities and events. Assists with the execution of marketing promotions and activities in support of guest service. Monitors controls designed to assure full compliance with state, federal, and tribal regulatory requirements. Assists in monitoring the payouts on the tables and/or machines to ensure proper amounts are being paid to customers. Ensure that organizational and regulatory policies and procedures are understood and adhered to.
Ensure professional behavior and appearances of all Casino Executives. Responsible for hiring, training, scheduling, supervising, disciplining, and terminating Casino Executives with concurrence of the General Manager.
Responsible for controlling labor costs for the operation by adjusting daily work force based on customer volume through the cooperation and assistance of all department managers. Responsible for implementing the emergency action plans of the operation. 10/2004 to 08/2018
Marketing Manager
Coyote Valley Casino
Redwood Valley, CA
Develop, create, and oversee/manage marketing plan and budget. Review and approve expenditures and appropriations for the Marketing department; work with team to plan, direct and coordinate the external as well as internal marketing and public relations of the Casino and Tribe; work with the Human Resources and the management team to drive internal promotion of company programs, initiatives, guiding principles and mission.
Create and implement new property wide Promotions, Guest Retention and Reinvestment Programs that would drive business and trip frequency, enhance customer loyalty, create excitement, increase brand recognition and recall, encourage player growth and increase revenue; coordinate with in house and outside agencies for art and graphic creation, copy writing, design, layout, production and constancy of all media outlets and promotional materials.
Define, track and analyze all campaigns, promotions and service recovery programs effectiveness and adjusted strategies accordingly; initiated market research studies, focus groups and analyzed findings; responsible for Casino entertainment program including bookings, management of riders, hospitality, sound and lights, back line and transportation if necessary; responsible for developing strategic opportunities and partnerships with businesses, organizations and their local community leaders and coordinating community events and sponsorship's.
Assist in travel arrangements for Tribal Board Members and Management for training, trade shows and conferences; responsible for annual Casino/Tribal Big Time Event and hand game tournament; continue to manage and develop the Guest Services/ Player's Club Department; complete special projects as assigned. Maintain strict confidentiality in all departmental and company matters. All other duties as assigned 08/2002 to10/2004
Guest Services/Player’s Club Manager
Coyote Valley Casino
Redwood Valley, CA
Work with the COO to create a new department, create job descriptions and procedures; responsible for directing and supervising the G/S Players Club staff to ensure that guests are provided with exceptional customer service and professional entertainment experience through the effective execution of casino activities, special events, promotions and special projects; define, track and analyze campaign/promotion effectiveness and adjusted strategies accordingly; review all guest communication and follow through in a timely manner
Communicates guest feedback to executive team and appropriate department managers and/or supervisors on a regular basis. Oversee effective recruitment, hiring, training recognition, coaching, terminations, and other personnel related issues; Maintain proper staffing levels in order to provide a high level of service with minimum labor hours; perform payroll duties including submitting time sheets in a timely manner and maintaining accurate and up-to-date attendance records and personnel files; continue to oversee the Transportation Department.
1995 to 2017
Part Time Waitress
Denny’s Restaurant
Ukiah, Ca 95482
Worked part time through busy seasons and to assist when restaurant was short staffed. Practiced salesmanship to enhance the dining experience, memorize orders, follow up on guests' needs, handle payment methods, bring food to tables and staying energetic while maintaining courteousness and good communication.
EDUCATION & TRAININGS
2017- 2018 Purdue University Global working toward a Bachelor of Science in Business Administration - Marketing 2003 Business Marketing Course: Mendocino College - Ukiah, CA 2003 Business, Marketing and Advertising coursework – Customer Relationship Marketing 2005 University of Nevada - Reno, NV - Business, Marketing and Advertising coursework 2013 Service of Excellence Customer-Relationship Marketing Workshop, Eric Weiss, Service Arts Inc.
2014 Service of Excellence Casino Management Workshop, Eric Weiss, Service Arts Inc. 2014 CARE - Alcohol Service Training Program
2015 Manager Training and Development- Progressive Counseling and Discipline Workshop 2016 Konami Syncros and Discovery/Oracle Training- Las Vegas, NV 2016 Eye High and Goodbye Casino Customer Service and Courtesy Program 2017 Business 230 - Introduction to Business: Mendocino College - Ukiah, CA 2017 Customer Service Trainings - basic & advanced courses 2017 Managing Organizational Change Training
2017 Interviewing, Selecting, and Evaluating Employees Workshop 2017 Improving Communications Workshop
2017 Attitude in the Workplace Workshop
2017 Time Management Training
2018 Computer and Computer Applications: Mendocino College - Ukiah, CA Annual Title 31 Trainings
ACCOMPLISHMENTS
2002 – Coyote Valley Shodakai Casino Manager of the Year 2004 – Coyote Valley Shodakai Casino Manager of the Year 2009 – 2012 Greater Ukiah Chamber of Commerce - Ambassador 2017-2019 Greater Ukiah Chamber of Commerce - Board of Directors position REFERENCES
Jack Fisher
General Manager, Diamond Casino Reno Email: *******@**************.*** Address: 1575 Alturas Ave., Reno, NV 89503 Phone: 775-***-**** Years acquainted: 8
Leslye (L.A.) Brown
Director of Marketing, River Rock Casino, Geyserville Email: *************@***.*** Address: 235 N. Cloverdale Blvd. Cloverdale CA Phone: 901-***-**** Years acquainted: 12
Joe Smith & Angie Smith, Cahto Tribal Email: joe707smith @yahoo .com Address: 25 Reservation Rd., Laytonville, CA 95454 Phone: 707-***-**** Years acquainted: 21
Barbara Inong (Retired)
Accounts Payable, Coyote Valley Casino Phone: 707-***-**** Address: 660 Leslie St. Sp. 27, Ukiah, CA 95482
Years acquainted: 21
Pam Campbell
Advertising Manager Bi-Coastal Media Phone: 707-***-**** KUKI Lane Ukiah, Ca 85482
Years acquainted: 13
June 6, 2016
To Whom It May Concern,
First, I'd like to introduce myself. My name is Jack Fisher and have been in the Gaming Industry for 38+ years. Of those more than 20 years I have been a General Manager of a few properties in Northern Nevada and Northern California which is where I met Amy Ramos at Coyote Valley Casino in Redwood Valley, California. Second, I must say this is by far the easiest reference letter I have ever written. Amy is a true professional is every aspect of the word. She was my Director of Marketing at Coyote Valley and could do it all. With just Amy and one other employee they continued to amaze me during my two years there as they coordinated and controlled many different areas at the casino at one time. This included but not limited to all of the promotions and events held monthly, but also entertainment, print, billboards, radio, Player's Club and the personnel, and all collateral that went along with each event. But, to me the most impressive aspect of Amy was not only her ability to keep her entire team working together but also watching her involvement within and outside her own community. For the Coyote Valley Band of Pomo Indians, she always took the lead and responsibilities to make sure their many annual events continued to be successful. Amy often worked long hours to be certain everything was taken care of and in perfect order. It was also a great pleasure to watch her work within her communities and to see her be so active within Redwood Valley, Ukiah and beyond. Always attending and participating in the many events they held every year. She is a very positive person, well known and respected among her peers within each of these areas.
Finally, I would highly recommend Amy for any position you would consider for her. She can do it all and would excel at any task you send her way.
Should you have any questions or would like more detailed info please feel free to contact me at ********@*****.*** or simply call 775-***-**** ext 3012 and I would be more than happy to discuss Amy's credentials at length.
Sincerely,
Ramada Reno Hotel & Diamonds Casino
To Whom It May Concern,
It's my absolute pleasure to recommend Amy Ramos for the position she is applying for with your company.
Amy and I have worked together for over 12 years in marketing, as well as volunteering with her for youth sports and many other community activities. I thoroughly enjoyed my time working with Amy and came to know her as a truly valuable asset to any team. She is honest, dependable, and incredibly hard-working. Beyond that, she is an impressive multi-tasker and problem solver who is always able to address complex issues with strategy and confidence. Amy is inspired by challenges and never intimidated by them. I confidently recommend Amy to join your team. As a dedicated and knowledgeable employee and an all-around great person, I know that she will be a beneficial addition to your establishment.
Please feel free to contact me at 707-***-**** should you like to discuss Amy's qualifications and experience any further. I would be happy to expand on my recommendation. Best Wishes,
Pam Campbell
President
Cost Cutter
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COYOTE VALLEY
CASINO
June 6, i016
To Whom It May Concern:
I have known Amy Ramos since 2008 when my employment began at Coyote Valley Casino. At that time, Amy was working as the Marketing Assistant to the Marketing Director. Throughout the years after the Marketing Director left Amy worked diligently on her own to keep the Marketing Department and Players Club on top of current marketing strategies and promotions. She has gone through intense training with our new Konomi slot system and has worked with the agency Mozak creating dynamic graphics and collateral for our casino and new Convenience Store. She has worked very closely with the Tribal Government and board to aid in any community events, preparing and creating fair booths, Food events and local tribal gatherings. Amy has been the backbone to all our current casino and Convenience Store promotions and marketing ideas. She has been self-taught and mentored by the best and would be a great asset for any organization.
Sincerely,
Lynn Mueck
Director of Operations
Coyote Valley Casino.
Redwood Valley, CA 95470
June 6, 2016
From: Tyler Elsa
Sent: Thursday, October 26, 2017 7:05 PM
To: Amy Ramos; Leanna Norgard
Subject:
Dear Amy,
The purpose of this email is to inform the two of you of my intention to relinquish my duties as a Coyote Valley Casino Players Club Representative, as I was offered a job closer to home that has offered better pay and would not require me to commute from Lake County to Mendocino County anymore, saving not only gas money but also wear and tear on my vehicle. I fully intend to continue my employment with Coyote Valley Casino until I serve out my "two week" notice, which I would like to make official on Sunday, October 29th, 2017 as the starting date, with Sunday November 12th, 2017 my last day of work for Coyote Valley Casino.
I would also like to thank you, Amy for being outstanding immediate supervisors during my almost six month tenure in the Marketing Department and for giving me the opportunity to come work with you at Coyote Valley Casino. Thank you so much!
Tyler Elsa
Players Club Representative
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