Customer Service Representative who maintains a high level of
professionalism, patience and efficiency to minimize customer
dissatisfaction and increase customer loyalty.
Skills
Customer relationship management software (CRM)
High customer service standards
Strong problem solving ability
Active listening skills
Proficient in Microsoft Office
Strong organizational skills
Service-oriented
Courteous and helpful
Reservations and booking system experience
Guest services
Work History
Online Gaming Customer Support Agent, 06/2016
to Current Golden Nugget Online Gaming – Atlantic City NJ
Answer live chats, telephone calls, and emails regarding any issues that a player is having.
Netbanx to clear used credit/debit cards for players to make successful deposits
THOR to upload sensitive documents including credit cards, bank statements, voided checks and state issued ID's.
GeoComply to verify a players location. NYX OPS backoffice and NYX OGS to look up game rounds.
Vantiv to verify if a card is a credit card or a prepaid card.
VIP Representative, 05/2015
to 06/2016 Borgata Hotel Casino and Spa – Atlantic City,
NJ
Effectively managed a high-volume of inbound and outbound customer calls.
Answered a constant flow of customer calls with up to 5-60 calls in queue per minute.
Addressed and resolved customer complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Met or exceeded service and quality standards every review period.
Customer Care Representative, 03/2013
to 05/2015 Borgata Hotel Casino and Spa – Atlantic City,
NJ
Answer 80-100 phone calls daily.
Made Dining,room,dinner reservations
I-Series and CCA to put in all reservations and verify
all customer information.
Worked closely with VIP Specialists to ensure
customer satisfaction.
Customer Service Attendant, 09/2011
to 03/2013 Target – Mays Landing,
NJ
Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
Routinely answered customer questions regarding merchandise and pricing.
Handled all customer relations issues in a gracious manner and in accordance with company policies.
Receptionist, 10/2007
to 08/2011 Arrow Produce – Westbury,
NY
Answered and managed incoming and outgoing calls while recording accurate messages.
Maintained a clean reception area, including lounge and associated areas.
Answered department telephone calls within 2 rings, using correct salutations and telephone etiquette.
Entered customer orders into computer and the printed invoices for drivers.
Assisted owner with inventory and ordering
Filed customers invoices daily.
Education
High School Diploma: 2004 East Meadow High School -
