Customer Loyalty Care

ELSA GEILIN

**** **** **! Avenue * Hialeah * FL * 33013 * (C) 786-***-**** * Email: ******@*****.***

OBJECTIVE: Bingo Shift Manager, Seminole Classic Casino, Hollywood, FL

SUMMARY OF QUALIFICATIONS

Stellar Supervisor with demonstrated leadership and ability to manage an effective staff rendering success for SCC

Multi-talented with years of experience able to assess situations in a timely and highly effective professional manner

Able to innovate creative ideas in a challenging & culturally diverse environment by knowing SCC customers’ needs

Leader with unique talents for “Team Building and Training” of personnel able to delegate duties/responsibilities

Competent in implementing policy & procedures with for ensuring maximizing profit and strong customer loyalty

SUMMARY OF WORK HISTORY

Bingo Supervisor, Seminole Classic Casino, Hollywood, FL 4/2015 - Present

Supervise and train a staff of 20-30 accounting for conducting and organizing Bingo games and sessions

Coordinate reports and schedules, administer hiring process, implement policy and procedures for best ROI

Resolve guest inquiries ensuring they result in a Win/Win situation for SCC and retaining customer loyalty

Support the Bingo Shift Manager with operational management duties, security concerns, safety, cleanliness

Develop employee, staffing and scheduling, and procedures and processes that support SCC Bingo operations

Sustain the highest quality guest player services and moral by demonstrated commitment, drive, and passion

Track shift reports and ensure that the paymaster, inventory, admission clerks and floor clerks are within balance

Administer any corrections to differences or diffuse situations by maintaining strong working team relationships

Utilize automation skills, balance accounts, communicate expectations to staff and follow-up on action timely

Customer Care Specialist, Seminole Hard Rock Hotel and Casino, Hollywood, FL 5/2014 -

4/2015

* Primary focus to ensure guest are received the highest quality CSR and meet or exceed their expectations

* Provided company policies, procedures, or other information the hotel, the casino, and its services

¢ Handled many functions that required quick decisions, time management, and positive attitude at all times

¢ Communicated and used interpersonal skills with guest to achieve the best Win/Win customer relations

¢ Resolved guest billing complaints or directed through the proper channels for corrective actions

Reservation Agent, Seminole, Hard Rock Hotel and Casino, Hollywood, FL 1/2011 -

5/2014

¢ High volume call center processing hotel reservations for both Hollywood and Tampa Hard Rock Hotels

¢ Handled casino promotions, concert tickets and other benefits offered to for Players Club members

* Conferred with customers to determine their service requirements and went the “Extra Mile” in CSR

* Served as a “Team Member” satisfaction the overall goal of increasing business and customer loyalty

Assistant General Manager, Groff Metals of Florida, Opa-Locka, FL 3/1999 —

12/2010

© Managed operations for office and warehouse programs to include; payable & receivable, payroll, Human Resources

Maintained Environmental and Safety according to EPA/OSHA regulations, policies, and procedures

Trained and developed staff on warehouse operations, office procedures, and building vendor relationships

Coordinated and facilitated meetings with financial institutions, vendors, or internal staff regularly

Evaluated and measured the success of business revenue with other managers and business owners

EDUCATION, CERTFICATIONS, SKILLS

Associated DEGREE (Economics), Miami Dade College

Medical Billing Coder, Everest Institute, Miami, FL

High School Diploma, Hialeah High School, Hialeah, FL

Microsoft, Quick Books, Reservation Systems LMS, Medical Billing Systems, CPT Codes, ICD 9 and HCPCS Codes

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