CAROLINE SMITH
Rock Hill,SC
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
27
27
years of professional experience
Work History
Players Services Representative
Catawba Two Kings Casino
06.2025 - Current
- Issue players cards, promotional offers, and complimentary items based on player activity.
- Maintain accurate player records while also keeping account information confidential.
- Resolve guest concerns or refer them to appropriate departments.
- Promote upcoming events through telemarketing, special offers, and casino amenities.
- Accurately enter data and process transactions using casino software systems.
- Follow all regulatory and internal control procedures.
- Handle guest complaints, using active listening skills to defuse difficult and sometimes emotionally charged situations in order to maintain the customer relationship.
Owner and C.O.O.
L.E. Gooodgame & Associates, Inc.
01.2014 - 01.2018
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Executed strategic planning sessions to set business objectives and targets.
- Monitored industry trends to adapt business strategies accordingly.
- Analyzed financial data to inform decision-making and resource allocation.
Account Manager
L.E. Gooodgame & Associates, Inc.
01.2006 - 01.2014
- Managed book consisting of 150+ small/large group clients.
- Developed and maintained long-term client relationships through regular communication and personalized service.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Prepared and delivered presentations to client executives for new business and policy renewal.
- Managed client onboarding processes, ensuring smooth transitions and comprehensive training.
- Triaged insured member's claim inquiries/processing.
- Oversaw and updated all client's policy records in GBS database
- Reconciled accounts, prepared documents, reviewed expenses and closed books.
Account Manager
CBIZ Financial, Inc.(formerly Hall Financial Group)
01.2004 - 01.2006
- Developed and maintained long-term client relationships through regular communication and personalized service for a book of 100+ small business accounts.
- Generated RFP to multiple medical & ancillary insurance carriers.
- Prepared New Business & client’s renewal spreadsheets and presentations in Microsoft Excel.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained comprehensive policy records in GBS database.
- Streamlined internal processes for better efficiency in account management tasks.
Document Specialist
AXA/ Equitable Life Insurance
01.1999 - 01.2004
- Provided exceptional customer service to AXA advisors and external policyholders
- Coordinated the digitization of paper documents, improving accessibility.
- Maintained a high level of accuracy in data entry and document updates.
- Managed and structured an extensive filing database
- Trained new staff on document management systems and company policies.
- Ensured timely delivery of documents to various departments as required.
Skills
- Customer service
- Client relationship management
- Issue resolution
- Documentation and reporting
- Project management
- Operations
- New account creation
- Database management
- Administrative oversight
- Compliance requirements
- Coordinating documents
- Account verification
Timeline
Players Services Representative
Catawba Two Kings Casino
06.2025 - Current
Owner and C.O.O.
L.E. Gooodgame & Associates, Inc.
01.2014 - 01.2018
Account Manager
L.E. Gooodgame & Associates, Inc.
01.2006 - 01.2014
Account Manager
CBIZ Financial, Inc.(formerly Hall Financial Group)
01.2004 - 01.2006
Document Specialist
AXA/ Equitable Life Insurance
01.1999 - 01.2004