Beverly Rodick

Work History

Front Desk Supervisor

Turning Stone Resort Casino

Verona, NY

01.2019 - Current

Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention in compliance with AAA 4 Diamond Standards.
Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Coordinated with room service, housekeeping, valet, restaurants, casino hosts, VIP, maintenance and security, and IT to meet all guest needs.
Collected room deposits, fees and payments, comps for casino play.
Drove sales and maximized revenue by up-selling rooms and amenities.
Conducted interviews and trained new staff on correct procedures, compliance requirements and performance strategies.
Performed concierge and bell services for guests when needed.
Stored guest valuables in safe and individual boxes for security.
Handled guest complaints in person, over the phone and through online platforms- offered complimentary services to maintain high guest satisfaction rates.
Maintained all employee files for performance tracking, performance and coaching.
Handled scheduling for a staff of 25 on 3 shifts.
Cross trained in entertainment department for additional assistance when needed.
Worked 100+hours per pay period when needed to ensure the operational needs were met.

Concierge

Turning Stone Resort Casino

Verona, NY

08.2017 - 01.2019

Maintain a close, professional relationship with guests; remembering regulars by name and greeting all with a warm welcome
Work hand in hand with the VIP guests, hosts and all other departments to provide exceptional guest service
Ensure sufficient upkeep of hotel lobby, business center and perform routine inspections of 20th Floor within the AAA 4 Diamond standards.
Remain proficient in all technology and any promotions/amenities and/or services offered on and off property.
Process all orders and credit cards/secure payment 48 hours in advance, and deliver paperwork/amenities to ensure the timely delivery.
Scheduled deliveries of flowers, gifts and other products and made reservations for spa services and dining.
Take note of any guest complaints, recommendations, issues, and experiences while at the resort and report to manager/credit host.
Responsible for all VIP, IT, and management billing related to any room/food/comp/credit for their stay.

Life Insurance Claims Reviewer

MetLife

Oriskany, NY

10.2016 - 07.2017

Answer inbound calls (50-100 per day) regarding health applications for Life and Disability insurance
Multitask with answering calls, notating accounts, and helping other team members
Work within MetLife policy and guidelines to securely retrieve and transmit information with applicants and customers
Provide status updates, prepare letters and documents seeking additional/ missing information, check fax logs and mailboxes to assist in data processing and determining an underwriting decision
Remain highly knowledgeable in circumstances and processes for applicants to better understand the underwriting process and decision making
Other miscellaneous tasks; as needed by management.

Youth and Baby Associate

Burlington Coat Factory

Utica, NY

07.2016 - 09.2016

Responsible for greeting and assisting customers, maintaining a neat, clean and organized sales floor by keeping products hung in correct locations
Took great pride in the appearance of the department and assisted with the functionality of the rest of the floor
(Ladies, Men, Fitting Rooms, Sportswear, Shoes, Home, and Linen) Cashier duties included product and pricing knowledge, ringing up customers, making change, applying discounts, counting drawers, processing returns and exchanges, making tags, and maintaining a neat front end during peak sale hours
Also assisted the markdown team with making sure price changes were applied and put out in an efficient and timely manner
Corporately recognized for “positive, fun attitude and willingness to do whatever it takes to get the job done.”

Customer Service Representative

Expert Global Solutions

Utica, NY

01.2016 - 05.2016

High call volume call center (100-150 calls per day) where friendly and positive tone was enforced
Handled customer accounts, billing, payments, device activations, and related services
Remain current on all new technology (cellphones, connected devices etc.) to provide all tier 1 troubleshooting
Set up payment arrangements, due dates, analyze accounts to ensure correct plan was enforced
Superb active listening skills allowed me to offer better fitting solutions to customer needs.

Brand Associate

Old Navy

New Hartford, NY

11.2015 - 01.2016

Greet and engage with customers at all times, making sure to offer product suggestions
Maintain a clean and safe environment by keeping product folded, sized, in-stock and organized on the sales floor to prevent loss and minimize risk
Welcome customers to the fitting room and keep the area neat, clean and organized
Execute the shipment, signage and markdown processes accurately and efficiently to meet productivity and pricing standards
Process all tasks quickly and accurately per company defined policies and procedures, with a focus on customer service and with a sense of urgency and pride
Often worked early morning shipment, and closing.

Customer Care Specialist

APAC Customer Services, Inc

Utica, NY

05.2014 - 08.2014

High call volume call center where friendly and positive tone was enforced
Handled customer accounts, billing, payments, device activations and related services
Remain current on all new technology (cellphones, connected devices etc.) to provide all tier 1 troubleshooting
Set up payment arrangements, due dates, analyze accounts to ensure correct plan was enforced
Superb active listening skills allowed me to offer better fitting solutions to customer needs.

Assistant Trainer

Midstate EMS, First Aid/CPR

Utica, NY

06.2011 - 08.2011

Ensure that the materials were correctly placed throughout the room to provide a safe learning environment
Explain processes in a simple and precise manner, with an emphasis on the reason each step is important
Special attention was paid to verbal and nonverbal cues of confusion; to be sure every student passed the course with knowledge of the information and processes to their full capacity
Often made sure the building was locked securely at night
Liaised with trainers and participants to provide logistical and technical support before, during and after learning course.

Summary

Overview

Work History

Front Desk Supervisor

Concierge

Life Insurance Claims Reviewer

Youth and Baby Associate

Customer Service Representative

Brand Associate

Customer Care Specialist

Assistant Trainer

Education

Associate of Science - Hospitality Administration And Management

Certificate - Culinary and Hospitality

Skills

Timeline

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