Charlene Kawano
Las Vegas,NV
Summary
Motivated self-starter with a strong background in VIP support reservations and customer communication. Handles inquiries professionally and resolves difficult situations with a calm, service-oriented approach.
Overview
24
24
years of professional experience
Work History
Inside Sales Executive
Caesars Entertainment
Las Vegas, NV
08.2016 - Current
- Responsible for developing and maintaining coded players through telemarketing and email.
- Handled booking requests for rooms, shows, and special events.
- Followed up with guests to confirm details and answer questions.
- Coordinated with hotel, casino, and marketing teams on lead handoffs.
- Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
- Communicated with VIP guests to foster long-term relationships, enhancing customer loyalty.
- Advises guests on current and upcoming events, concerts and special guests' appearances to facilitate interest.
VIP Services Representative
Caesars Entertainment
Las Vegas, NV
08.2004 - 08.2016
- Checked in and out guests, providing exceptional customer service to ensure a positive experience.
- Arranged transportation and dining experiences, contributing to overall guest satisfaction.
- Completed 3-day pre- arrival calls to confirm guests' stay and process any requests.
- Performed multiple tasks simultaneously including assisting Executive Hosts.
- Handled difficult guests and situations in a calm manner.
Total Rewards Representative
Caesars Entertainment
Las Vegas, NV
04.2003 - 08.2004
- Created accounts and issued Caesars Rewards Card to enhance customer loyalty.
- Promoted Caesars Rewards card and amenities to increase player engagement.
- Assisted players with information on comps, offers, and cash rewards to maximize their benefits.
- Maintained players' security and confidentiality of records and lists.
- Communicated in a professional and poised manner using clear and concise language.
- Issued shows and dinner vouchers to players and Executive hosts.
Education
High School Diploma -
Ed W. Clark High School
Las Vegas, NVSkills
- Proficiency in Microsoft Office and Salesforce
- Strong organizational skills
- Effective interpersonal communication
- Relationship building
- Customer-focused mindset
- Verbal and written communication
Timeline
Inside Sales Executive
Caesars Entertainment
08.2016 - Current
VIP Services Representative
Caesars Entertainment
08.2004 - 08.2016
Total Rewards Representative
Caesars Entertainment
04.2003 - 08.2004
High School Diploma -
Ed W. Clark High School