Amy Cabrera
Bay Saint Louis,MS
Summary
Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while striving to reach positive outcomes for each guest. Offering many years of experience in customer service.
Overview
13
13
years of professional experience
Work History
Reservation Agent/Casino Operator
Silver Slipper Casino
Bay Saint Louis , MS
2017.09 - Current
- Answer incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Provide high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolve various issues and discrepancies for customers.
- Handle reservations and answered questions from interested patrons for busy hotel.
- Carry out day-day-day duties accurately and efficiently.
- Demonstrate respect, friendliness and willingness to help wherever needed.
- Work 40 hours per week.
Call Center Manager
IP Casino Resort Spa
Biloxi , MS
2016.01 - 2017.08
- Conducted performance reviews for call center agents to reduce resolution times and improve customer satisfaction ratings.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Effectively supervised staff of 18 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Worked 50 hours per week.
Mental Health Technician
Specialized Treatment Facility
Gulfport , MS
2015.05 - 2016.01
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Escorted patients from unit to meals, activities and visitation areas to maintain standard of safety and security.
- Worked 40 hours per week.
Front Desk Supervisor/Call Center Supervisor
Hollywood Casino Gulf Coast
Bay Saint Louis , MS
2008.11 - 2015.04
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Prepared weekly employee work schedules for team members.
- Worked 50 hours per week.
Education
Associate of Arts - Nursing
Mississippi Gulf Coast Community College
Online05.2024
Bachelor of Science - Psychology
University of Southern Mississippi
Long Beach, MS05.2001
Associate of Arts - Psychology
Jefferson Davis Community College
Gulfport, MS05.1997
Skills
- Agent Assistance
- Personalized Customer Service
- Phone Etiquette
- Telephone Reservations
- Efficient Service
- Effective Listening
- Service Quality
- Data Input Software
- Providing Feedback
- Guest Inquiries
- Call Center Customer Service
Timeline
Reservation Agent/Casino Operator
Silver Slipper Casino
2017.09 - Current
Call Center Manager
IP Casino Resort Spa
2016.01 - 2017.08
Mental Health Technician
Specialized Treatment Facility
2015.05 - 2016.01
Front Desk Supervisor/Call Center Supervisor
Hollywood Casino Gulf Coast
2008.11 - 2015.04
Associate of Arts - Nursing
Mississippi Gulf Coast Community College
Bachelor of Science - Psychology
University of Southern Mississippi
Associate of Arts - Psychology
Jefferson Davis Community College
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