VIP Services Representative April 2017 to CurrentIlani Casino － Ridgefield, WashingtonCollected customer feedback and made process changes to exceed customer satisfaction goals. Provided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion. Developed effective relationships with all call center departments through clear communication. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Assisted with the development of the call center's operations, quality and training processes. Properly directed inbound calls in phone queues to improve call flow.
Receptionist April 2015 to April 2017CD Commercial Dishmachine LLC － Portland, OR
Processed all phone payments
Dispersed incoming mail to correct recipients throughout the office. Maintained the front desk and reception area in a neat and organized fashion.
Answer all incoming calls
Customer Service Manager/ Cashier Bed Bath & Beyond － Vancouver, WA
Successfully managed the activities of 10 team members in multiple locations.
Interviewed, hired and trained new quality customer service representatives. Addressed negative customer feedback immediately. Effectively communicated with team members to maintain clearly defined expectations. Resolved customer questions, issues and complaints. Monitored exits for security issues. Trained and mentored new cashiers. Counted and balanced cashier drawers.
Education and Training
Certificate of Completion: Massage Therapy : 2003Ashmead School of Massage － Vancouver, Washington