Betsy Cooper

302-***-**** adz9hs@r.postjobfree.com www.linkedin.com/in/betsy-cooper/ Boynton Beach, FL

Director of Customer Care, Group Sales, and Training

Leadership, Integrity, Customer Service, Loyalty

Seasoned professional passionate about people and creative problem-solving. Extensive experience in hospitality industry, thriving in both front of the house and behind the scenes roles. Demonstrates strong capacity for independent work while excelling in team environments. Well-rounded understanding of hospitality landscape coupled with leadership acumen as versatile asset in any management role. Believes in continuous learning, ready to fill any knowledge gaps for exceptional service delivery. Defined by integrity, hands-on management, and unwavering commitment to customer service. Values loyalty and fosters it within teams led. Out-of-the-box thinker with substantial experience, dedicated to building strong, lasting relationships with team members and customers.

AREAS OF EXPERTISE

Analytical Skills Budgeting Business Acumen Business Development Call Center Operations Coaching & Mentoring Comp Analysis Concierge Conflict Resolution CRM Systems Customer Retention Customer Satisfaction Surveys Customer Service Data Input Decision Making Employee Engagement Executive Hospitality Front Office Operations Guest Experience Hospitality Hotel Sales Leadership Mentor Metrics & Quota Attainment Multitasking Negotiation Skills P&L Management Performance Analysis Player Services Process Improvement Project Management & Execution Proactive Approach Problem Solving Property Openings Quality Assurance Relationship Management Revenue Analysis Revenue Management Sales Forecasting Senior Leadership Strategic Planning Strategic Partnerships Team Building Team Management Time Management Training & Development Upselling Techniques Verbal & Written Skills VIP Services

PROFESSIONAL EXPERIENCE

SEMINOLE HARDROCK SUPPORT SERVICES, Hollywood, FL 2022 – 2023

Director of Customer Care, Group Sales, and Training

Steered Customer Care department at leading entertainment venue and casino resort, ensuring superior client satisfaction and loyalty. Directed Customer Service, Group Sales, and Training teams to cultivate talent and foster high-performance culture. Recommended hiring, promotions, and disciplinary actions while providing performance evaluations and feedback for direct reports. Supervised all aspects of customer service operations, including policy development and procedure implementation. Proposed process changes and provided thought leadership to boost operations. Prioritized and maintained efficient workflows to amplify customer service experience, fostering customer engagement and organic growth. Served as primary liaison for executive reservation requests and property. Traveled occasionally for face-to-face meetings with property leaders and key internal team members.

Oversaw large customer care team of 125 individuals along with 3 off-site BPOs.

Implemented 80/20 rule to streamline customer service operations.

Consistently met both qualitative and quantitative KPIs and service levels by managing resources and assets effectively.

Spearheaded group sales initiatives, consistently exceeding revenue targets through strategic planning and execution.

Coordinated with other properties to ensure operational consistency across organization and all lines of business.

Enhanced team morale through innovative employee engagement initiatives, cultivating culture of positive recognition by enhancing team member appreciation.

Significantly reduced employee turnover through strategic retention strategies and successfully motivating previously underappreciated staff by cultivating a positive, supportive work environment.

Functioned as manager, mentor, knowledge resource, and escalation point for support agents, building credibility and trust within support group by identifying and navigating around obstacles, and creatively resolving conflicts of priorities, beliefs, or interests.

Designed and implemented comprehensive training programs to elevate team performance and enhance service quality by collaborating with training team to enhance team skills, capabilities, and effectiveness.

DOVER DOWNS HOTEL & CASINO/BALLY’S DOVER, Dover, DE 2001 – 2022

Director of VIP Services, Central Call Center, Eastern Region & Sales

Led VIP Services at Dover Downs Hotel & Casino/Bally’s Dover, providing unparalleled guest experiences and fostering strong relationships with high-value clientele. Established comp and selling criteria for all marketing divisions. Directed operations of the Central Call Center for the Eastern Region, optimizing processes, and enhancing team performance to improve response times and customer satisfaction. Supervised strategic planning, development, and goal setting for inbound multi-property call center to align with corporate vision and objectives. Promoted collaboration with cross-functional teams to enhance customer experience and increase customer loyalty and retention. Successfully managed a substantial budget for a 500-room casino hotel and oversaw the ticketing department for an 86,000 seat NASCAR track.

Demonstrated strong leadership skills by effectively overseeing Hotel Sales department, driving significant revenue growth, fostering team collaboration, and implementing strategic sales initiatives to maximize profitability.

Spearheaded revolutionary changes that drastically reduced call droppage from 60% to 5%.

Achieved measurable improvements in VIP casino client retention and loyalty through personalized service strategies and attention to detail, significantly contributing to the establishment’s reputation and profitability.

Orchestrated contracts for high-profile events such as music festivals and NASCAR races, handling all associated agreement and reservation requirements.

Established regional call center from scratch, demonstrating exceptional leadership.

Introduced innovative incentives that boosted revenue through room upgrades, allowing call center team to earn percentage of sales.

Directed daily qualification criteria for Central Call Center, Player Development, Front Desk, and GDS through strategic setting of comp criteria and daily selling rates.

Collaborated with the marketing department for design, implementation, and criteria requirements of promotional pieces for Casino, Hotel, and Harness.

Executed financial planning and budget management, incorporating inventory control, inventory build, and rate sets for all marketing segments.

Facilitated revenue growth by ensuring outstanding customer service standards for customers, managing accommodations, food comps, transportation, concert tickets need, restaurant reservations and event tickets.

Led implementation of Rainmaker yield management system and ResNet system with data marketing team to elevate ADR of casino and transient market segments, while enabling casino players to book room reservations directly from website.

Managed creation and maintenance of hotel master files, including establishment of hotel tower addition.

Administered strategic event planning through market segment analysis and concert ticket pricing to optimize company revenue and profitability.

Crafted voice recordings for property, including Casino overhead announcements and main switch phone system, as well as recordings to casino customers with event offers and reminders.

Additional Experience

Revenue & Reservations Manager, BALLY’S GRAND/ATLANTIC CITY HILTON CASINO HOTEL, Atlantic City, NJ

System Marketing & Reservations Supervisor, TRUMP TAJ MAHAL CASINO HOTEL, Atlantic City, NJ

Group Coordinator & Guest Services Representative, ATLANTIS/TRUMP REGENCY CASINO HOTEL, Atlantic City, NJ

Front Service Shift Supervisor & Bell Person, HARRAH’S AT TRUMP PLAZA CASINO HOTEL, Atlantic City, NJ

EDUCATION & CREDENTIALS

Associate Degree in Business Management, ATLANTIC COMMUNITY COLLEGE

Technical Skills

LMS Property Management System (AS400), CMS, Rainmaker, ResNet, Microsoft Office Applications, Windsurfer, Synxis

*Open to Relocation

Contact this candidate