Summary
Overview
Work History
Education
Skills
Timeline
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Andrea Mason

Las Vegas,NV

Summary

Customer-focused Service Representative recognized for high productivity and efficient task completion. Possess specialized skills in customer communication, problem resolution, and process optimization. Excel in active listening, empathy, and adaptability, ensuring exceptional service delivery in fast-paced environments.

Overview

9
9
years of professional experience

Work History

Resort Service Representative

Resorts World
Las Vegas, NV
07.2024 - Current
  • Delivered accurate service information to meet goal-directed development plan.
  • Worked closely with supervisors to ensure that tasks were completed according to company standards.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Greeted customers and answered inquiries in a professional manner.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Processed payments via cash, check, or credit card transactions.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Guest Service Representative

Caesars Entertainment
Las Vegas, NV
02.2021 - 06.2024
  • Resolved guest complaints in a professional manner.
  • Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
  • Verified reservations by phone or in person.
  • Answered incoming calls from guests seeking reservations or general information.
  • Maintained accurate records of all transactions within the hotel software system.
  • Took reservations from patrons by phone or online.

Room Reservations Agent

MGM Resorts
Las Vegas, NV
07.2016 - 02.2021
  • Booked room reservations by quoting current room rates for specific travel dates and entering customer information into computer system.
  • Updated reservation system database regularly to reflect accurate information about availability of rooms or services.
  • Answered incoming calls to book hotel rooms, made reservations and provided information regarding amenities, rates and availability.
  • Assisted guests with check-in, check-out, and room reservations.
  • Processed payments for room reservations using cash registers or point-of-sale systems.

Education

Some College (No Degree) - Nursing Education

CSN
Las Vegas, NV

Skills

  • Call center experience
  • Customer service
  • Software navigation
  • Microsoft Excel
  • Cross-selling techniques
  • Multi-task management
  • High-energy attitude

Timeline

Resort Service Representative

Resorts World
07.2024 - Current

Guest Service Representative

Caesars Entertainment
02.2021 - 06.2024

Room Reservations Agent

MGM Resorts
07.2016 - 02.2021

Some College (No Degree) - Nursing Education

CSN

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