Customer Service,, data processor, clerical, receptionist, problem so

CM

CAROLYN MASON

**********.**@*****.*** 314-***-**** East Saint Louis, IL 62206

Successful career in customer service with over 30+ years experience in gaming, hotel, and entertainment. I Excell in customer my service skills. Have great clerical skills. I'm use to dealing with large sums of money and handling customer and employee complaints.

PPE use

Conflict resolution

Customer service

Analytical

Decision-making

Friendly, positive a itude

Planning

Team building

Training & Development

People skills

Organization

Work ethic

Communication

Clerical

Troubleshooting

Flexible

Casino Queen East St. Louis, IL

Casino Host

10/2004 - Current

Issued rewards to guests to encourage continued play and high-dollar spending.

Explained club to guests and assisted with service needs to maintain high satisfaction and brand loyalty.

Promoted players' club by walking casino floor and signing up new guests.

Advised guests and employees on current and upcoming events, including festivals, concerts and special guest appearances to facilitate interest.

Used player tracking system to determine eligibility for complementary services and prizes.

Verified and maintained compliance with applicable gaming regulations and laws as well as internal casino policies, procedures and controls. Resolved conflicts with communication skills and use of discounts and complementary offerings.

Compiled reports, tracking responses to casino marketing initiatives to target qualified players.

Introduced new VIP guests to casino property and discussed available amenities, including pools, restaurants, gaming offerings and entertainment.

Assisted with in-house reservations for restaurants, shows and spa services to deliver maximum guest satisfaction.

Exceeded pre-determined goals for special event a endance, advance hotel reservations and new player sign-ups.

Helped resolve problems with slot rating system using strong problem- solving abilities and technical knowledge.

Summary

Skills

Experience

Interpreted game guidelines and be ing limits.

Established work schedules and station arrangements for daily shifts. Removed non-abiding players and card counters for non-compliance with established rules.

Explained game rules, be ing limits and house policies. Collaborated with marketing personnel to promote casino services and events.

Reviewed operational expenses, budget estimates, be ing accounts and collection reports for accuracy.

Used consumer trends and [Type] information to arrange data for profit- increasing opportunities.

Casino Queen East St. Louis, IL

Table Games Floor Supervisor

03/2011 - 11/2018

Promoted positive guest relations by resolving disputes quickly and offering complimentary services.

Established and maintained banks and table limits for each game. Managed overall operation of casino table games in assigned pits, including [Type] and [Type] in accordance with applicable state regulations, company policies and internal controls. Observed gamblers' behavior for signs of cheating such as marking, switching or counting cards and notified security staff promptly. Supported confidentiality of all casino trade secrets and proprietary information, including business processes, customer lists and marketing plans.

Determined appropriate number of gaming tables to open each day and scheduled staff accordingly.

Greeted guests with upbeat, professional a itude to create enjoyable atmosphere.

Kept all games in compliance with casino and gaming standards. Stayed up to date on table inventories, player wins and losses and chip purchases to maintain security and efficiency.

Coached employees on procedures, compliance requirements and performance strategies.

Observed tables closely to spot errors and irregularities. Maximized customer satisfaction by controlling dealer actions and promoting consistent gaming environments.

Moderated floor disputes to protect business assets and resolve customer service issues.

Contacted security staff to escort patrons with large winnings to vehicles or hotel rooms.

Evaluated workers' performance to write performance reviews. Established and enforced banks and table limits for each game type. Answered patron questions about gaming machine functionality and explained how to properly use devices.

Notified security department of identified or suspected illegal play activities and player behaviors.

Balanced staffing by moving dealers between games and reorganizing flow to cover each table.

Addressed complaints quickly by actively listening to concerns and applying effective issue resolution skills to come up with creative and mutually satisfactory solutions.

Compiled summary sheets for gaming events to record amounts wagered and paid for each shift.

Responded to emergency situation to provide fire protection and first-aid assistance.

Observed gamblers to identify marking, switching and counting cards. Strengthened control and monitoring systems to keep games in full compliance with [Type] and [Type] regulations.

Converted currency into requested combinations of bills and coins for patrons.

Observed gamblers' behavior for signs of cheating and notified security staff.

Smoothly oversaw efficient and accurate monetary transactions between house and customers.

Casino Queen East St. Louis, IL

Casino Table Games Dealer

10/2004 - 02/2018

Greeted incoming guests with enthusiasm to promote fun, memorable and exciting experience.

Maintained enjoyable environment by entertaining and engaging players at tables.

Performed functional game duties quickly by efficiently handling money and chips.

Explained rules, took bets, and delivered payouts to facilitate movement of games.

Provided gambling chips and coin money in exchange for legal currency for players to join in games.

Communicated with supervisors and managers about suspicious or unruly behavior from patrons.

Calmed down angry guests or patrons using skills in active listening and positive engagement.

Monitored behavior of players while dealing cards in various games, observing individuals for possible cheating.

Dealt various casino games, juggling multiple hands over shifts and

[Number] patrons nightly.

Handled customer service issues by professionally answering customers' questions and inquiries.

Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services. Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.

Prioritized and organized tasks to efficiently accomplish service goals. Juggled multiple projects and tasks to ensure high quality and timely delivery.

Demonstrated self-reliance by meeting and exceeding workflow needs. Demonstrated leadership by making improvements to work processes and helping to train others.

Provided excellent service and a ention to customers when face-to-face or through phone conversations.

Improved operations by working with team members and customers to find workable solutions.

USA TRAINING ACADEMY Birmingham, AL

Associate of Business Administration in Computer Typography And Composition 05/1990

[Number] GPA

Education and Training

Major in [Subject]

Honor Roll [Semester and Year]

Completed coursework in [Subject], [Subject] and [Subject] Ranked in Top [Number]% of class

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