Customer Service Specialist
Resume:
SHANNON R DRUMMOND
PO Box ***
St. Charles, MO **302-0754
************@*******.***
SUMMARY
Interested in a career where my strong sales and customer service skills can be utilized in the workplace. Very detail oriented, a fast learner and able to handle multiple tasks with little or no supervision. My experience has given me the ability to effectively interact with clientele, staff and all levels of management.
WORK HISTORY
06/09-Present Blackjack Dealer, Lumiere Casino
Deal 10+ games in casino environment. Excellent customer service skills.
07/02-06/09 Scheduler/Analyst/Workforce Management, Ameristar Casino
Generated weekly schedules (400+ team members) which met staffing levels while adjusting for additional activities such as: training, meetings, coachings, etc.
Continuously modified staffing levels to accommodate during peak times (holidays, tournaments, special events, etc.)
Tracked data/Analyzed reports and statistics for staffing accuracy that improved the efficiency of business levels
Monitored vacation schedules to insure proper staffing coverage
Forecasted to determine future performance needs based on historical patterns and data
Determined ways to eliminate overtime without jeopardizing the staffing/skill levels needed
Maintained high level of internal/external guest service
Submitted departmental annual bid proposals
Additional responsibilities as assigned by management-including but not limited to: Payroll (AS 400), inventory, order entry, maintaining employee files, etc.
01/02-07/02 Sales Agent, GMAC Insurance
Held property and casualty license in 35+ states
Call center environment, answered inbound insurance calls, sold auto policies
Excellent customer service skills
08/98-01/02 Assistant Team Leader-New Business Underwriting, Great American Insurance
Knowledge of underwriting guidelines for property and casualty insurance
Covered phones at peak times (call center environment) and assisted agents
Answered Supervisor calls and provided excellent customer service
Filed reports, tracked agent information and trained new agents
Monitored for quality assurance and completed employee interviews
Held property and casualty license in 35+ states
10/97-07/98 Executive Secretary, Alternative In Engineering
Answered phones, accounts payable/receivable, customer accounts
Typed bid proposals and made copies of blueprints
Made travel arrangements and set appointments with officials for testing equipment
SPECIAL SKILLS
Knowledge of most data software including but not limited to: Word, Excel, PowerPoint, Outlook, Windows, Typing (50+), 10 key by touch (10,000+), AS 400, Peachtree Accounting, Lotus 1-2-3, Lotus Notes, QuickBooks, Watson/Unifocus Scheduling, Access, Visio, Consumer Reporting Services and Quicken. Familiar with most office equipment, phone and computer systems.
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