Customer Service Compliance Officer

KRISTIN PILIAFAS

***** *** ********* **., ***** Blanc, MI 48439

Phone: 231-***-****

Email: ************@*****.***

PROFESSIONAL SUMMARY

Accomplished Manager and Compliance Officer with over 21 years of progressive experience in overseeing operations and ensuring regulatory adherence. Proven track record of optimizing efficiency, enhancing customer satisfaction, and maintaining rigorous compliance with industry standards and legal requirements. Adept at leading diverse teams, implementing strategic initiatives, and fostering a culture of excellence and integrity. Known for leveraging in-depth industry knowledge to drive profitability and operational excellence while navigating complex regulatory landscapes.

SKILLS

Risk Management

Internal Controls

Regulations Enforcement

Audit / Investigations

Compliance / Document Review / Regulatory Knowledge

Critical Thinking

Team Leadership

Customer Service Excellence

Organizational Skills

Problem-Solving / Conflict Resolution

Time and Attendance Management

Adaptability

Business Intelligence

Excellent Communication / Interpersonal Skills

Certified in HRIS & Benefits Management Systems, FMLA, STD, New Hire and Termination Paperwork, ADP Workforce Now Payroll

WORK HISTORY

CRS; Personal Lines Account Manager Northern Capital Insurance Agency Services, LLC Clarkston, MI 8/2024- Present

Work with the agent to establish and meet marketing goals.

Develop leads, schedule appointments, identify customer needs, and market appropriate products and services.

Use a customer -focused, needs -based review process to educate customers about insurance options.

Establish customer relationships and follow up with customers, as needed.

Compliance Officer

Little River Casino Resort – Manistee, MI

04/2023 – 01/2024

Developed and implemented comprehensive compliance policies.

Conducted internal audits to reduce financial penalties.

Streamlined reporting processes for regulatory agencies.

Established monitoring systems for timely issue identification.

Collaborated cross-functionally to address compliance concerns.

Managed regulator relationships to ensure transparency.

Led remediation efforts following audits.

Fostered a culture of continuous improvement.

Maintained compliance database and assisted with audits and filings.

Table Games Shift Manager

Little River Casino Resort – Manistee, MI

03/2010 - 04/2023

Enhanced customer experience through efficient operations.

Streamlined shift schedules and daily assignments.

Managed staff timecards, PTO/Holiday pay, along with attendance.

Coached and evaluated staff performance.

Ensure integrity and guest satisfaction.

Developed relationships with guest building rapport for future visits.

Coordinated operations for seamless shifts.

Performed annual reviews for all subordinate staff.

Expert on the spot problem solving skills.

Customer Service Representative

Matt Wetmore State Farm Agency – Beulah, MI

08/2018 - 12/2018

Resolved customer inquiries and complaints promptly.

Streamlined call center processes for efficiency.

Upsold products and services to meet customer needs.

Table Games Floor Supervisor

Little River Casino Resort – Manistee, MI

07/2005 - 03/2010

Maintained professional gaming environment.

Managed dealer rotations and trained new staff.

Monitored player behavior and managed disputes.

Enhanced guest service and maximized profitability.

Monitored table inventory and performed audits.

Observed dealer performance and accuracy.

EDUCATION

Associate of Science: Business Administration and Management

05/2024

West Shore Community College - Scottville, MI

High School Diploma

05/1997

Onekama Consolidated Schools - Onekama, MI

LICENSES

Licensed P&C Insurance Producer: 2018 – present

Licensed Accidental, Life, & Health Insurance Producer: 6/2024- present

CERTIFICATIONS

Little River Casino Resort Leadership Development Human Resource Certification

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