Administrative Assistant Customer Service

Juliet Curtis **** **th St. S., Gulfport, FL *****

Cell Phone: 320-***-**** Email Address: ************@*****.***

MANAGEMENT:

Sixteen (16) years of management experience overseeing and supervising up to Ninety Employees/Associates ranging from Service Sector employees thru mid and senior level managers and leads in varying aspects of the Grand Casino Mill Lac's Gaming and Hotel Service Sectors.

Proven track record of handling multifaceted challenges to include staffing and adjusting schedules on short notices in order to ensure on-going continuity of Casino Gaming/Hotel business operations and protocols.

Created daily shift reports and staff schedules utilizing Microsoft Excel and Word programs.

Worked with various shift managers and supervisors to quickly ensure that continuous effective and efficient communications were handled and maintained regarding daily never-ending challenges and changes especially as they pertained to special events and promotions.

Represented Casino Business Facilities Departments in the participation of regular director and safety meetings.

Spearheaded various cost savings by researching economical service agreements thereby saving various Casino Gaming/Hotel businesses thousands of dollars.

Mentored, coached, and trained varing business associates for growth and development within the businesses in order to maximize the potential of each worker thereby minimizing and reducing employee turnover.

Established a Professional working knowledge of Federal, State, and local agency jurisdictional regulations and guidelines as well as Grand Casino's internal controls, policies, and procedures including OSHA's Safety Standards and Requirements.

FINANCE:

Twenty (20) years experience working with various vendors on a regular basis placing and receiving varying departmental purchase orders as well as providing input(s) on selecting vendors by reviewing bids, services and goods.

Ten (10) years experience processing payrolls for over 100 employees in addition to reviewing and editing timesheets using Grand Casino's computerized Time Saver program.

Was Responsible for handling thousands of dollars in business revenue(s) following security measures.

Oversaw Budget Completing Variance Reports which allowed for documenting varying expenditures in addition to attending monthly finance meetings to review and justify department expenses.

Researched and documented justified returns and investments regarding the ordering of large equipment(s) for on-going fiscal year budgeting costs.

Participated in annual budget and contractual management meetings prioritizing years’ service needs.

Four (4) years of heavy contract experience involving researching products and costs by working with counterparts and participating in decision making processes on contracts and other supplies and materials needed for Grand Casino's operating businesses.

CUSTOMER SERVICE:

Twenty-one (21) years in guest services welcoming and meeting the needs of hundreds of thousands of quests, customers, and clients providing information and working special events ensuring repeat clientele resulting in overall success for both Grand Casion Mille Lac and its Gaming and Hotel ventures.

Juliet Curtis Pg. #2

PROFESSIONAL EXPERIENCE:

Grand Casino Mille Lacs, Onamia, MN: June 1991 – June 2012.

Manager, March 2001 – June 2012, Environmental Services Department: Hiring, supervision, scheduling, enforcement, and adherence to policy and procedures, training, coaching, purchasing, completing work orders timely, inventory employee appraisals, time keeping and payroll, and General HR functions.

Interim Director, January 2008 – April 2008, Environmental Services Department: Hiring, supervision and coordination of approximately 86 Housekeeping Staff to ensure approved standards were met. Oversaw financials and budgets working with financial analysts in addition to daily contacts with vendors on products needed for on-going standard business operations.

Manager, May 1994 – March 2001, Department - Bingo Gaming: Secured large amounts of operating revenue up to $46,500. Selected new staff, accomplished employee appraisals, training, and the supervision of Gaming cashiers and floor clerks. Prepared spreadsheets for financial transactions and inventory and worked with vendors to order supplies and ensured guests welcome packets were prepared. Working with the marketing department on implementation of promotions was also an integral aspect of daily business operations.

Controller, May 1993 – May 1994, Department - Bingo Gaming: Issued admission packages, ordered and maintained documented asset inventories, and completed spreadsheets documenting and balancing daily Gaming sales/business revenue for the accounting department system.

Inventory Clerk/Gaming Packager, May 1991 – May 1993, Department - Bingo Gaming: Organized and issued gaming packages; verified amounts of unsold packages from cashiers and floor Clerks; calculated daily Gaming sales/business revenues for the accounting department system.

Administrative Support Staff, June 1991 – December 1991 Multiple Departments: Duties included Accounting, Human Resources, and Central Phone Line Operations.

OTHER EMPLOYMENT:

Daisy’s Cleaning, Painting, Staining, Richland Center, WI June 2015-November 2016

Electronic Theater Controls, Middleton, WI March 2015 – June 2015

QTI, Madison, WI November 2014 – March 2015

Tractor Supply, Viroqua, WI October 2014 – November 2014

JC Penney, Richland Center, WI October 2013 –October 2014

CERTIFICATIONS:

First Responder/CPR – Medical Response Ten (10) years.

Certified Nurses Assistant (CNA) Certified.

EDUCATION, TRAINING:

Administrative Assistant Degree, Staples Technical College, Staples, MN

DISC (Dominance Influence, Steadiness and Compliance – profile of understanding strengths and challenges in yourself and others)

Management Classes:

Goal Setting

Learning to Lead

POW (Power of Winning)

Dealing with Hostile Workers

Practical Coaching

Interviewing

Professional Documentation

Appraisal Training

Harassment Training

Fire Extinguisher Training

Blood Borne Pathogens

Certified Instructor

Emergency Evacuation (Bomb Threat, Alcohol & Drug)

Workplace Ethics

Microsoft Excel and Word

Service from the Heart Guest Service Training

Sponsor Skills

Title 31

Proactive Listening

Handling Emotions Under Pressure

Time Saver software

Basic Principles

PROFESSIONAL AFFILIATIONS:

President of the Toastmasters Grand Casino Mille Lacs, Onamia, MN

Leader of the Lend a Hand program for 3 years, Onamia, MN

REFERENCES: Available Upon Requests

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