Personable professional offering over 20 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
27
27
years of professional experience
Work History
Property Manager
Cactus Petes Resort Casino
Jackpot, NV
11.2017 - Current
Handled tenant complaints promptly and appropriately, calling in repairmen and other support services.
Followed up on delinquent tenants and coordinated collection procedures.
Completed final move-out walk-throughs with tenants to identify required repairs.
Maintained original leases and renewal documents in digital and hardcopy format for property management office.
Verified income, assets and expenses and completed file tracking sheet for each applicant.
Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
Evaluated and recommended changes in rental pricing strategies to remain competitive in market.
Maintained sufficient number of units market-ready for lease.
Casino Main Banker
Cactus Petes Resort Casino
Jackpot, NV
08.2015 - 11.2017
Maintained friendly and professional customer interactions.
Counted, verified and handled bank deposits and armored car transactions.
Executed wire transfers, stop payments and account transfers.
Handled various accounting transactions.
Established rapport with new clients to increase satisfaction and loyalty.
Received loan and utility payments, sending funds to correct destinations.
Worked flexible hours; night, weekend, and holiday shifts.
Performed duties in accordance with applicable standards, policies and regulatory guidelines from Nevada Gaming Board and OSHA to promote safe working environment.
Proved successful working within tight deadlines and fast-paced atmosphere.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Remote Quality Assurance Manager
Wyndham Vacation Resorts, Inc
Las Vegas , NV
11.2005 - 08.2015
Implemented new quality assurance and customer service standards.
Recorded, analyzed and distributed statistical information.
Monitored staff organization and suggested improvements to daily functionality.
Took escalated calls to assist in customer retention.
Made outgoing calls to survey customers who rescinded their contract to assist in future marketing strategies.
Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
Applied coaching techniques and tools to support managers and team members in improving performance.
Established and tracked quality department goals and objectives.
Customer Service Supervisor
Citi Cards Call Center
Las Vegas , NV
09.1999 - 11.2005
Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Coached employees through day-to-day work and complex problems.
Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
Coached team members to deliver hospitable, professional service while adhering to set service models.
Resolved account issues to build rapport and relationships with clients.
Assessed personnel performance and implemented incentives and team-building events to boost morale.
Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
Compiled and analyzed customer feedback data to develop new strategies and corrective action.
Light Wheel Vehicle Mechanic
US Army
Ft Hood, TX
09.1995 - 09.1999
Test drove vehicles to determine problems and test repairs.
Changed vehicle oil and replaced filter.
Checked brake systems and determined need of pad replacement, disc turning or other maintenance requirements.
Assessed vehicle maintenance status and completed needed service.
Operated and maintained armored vehicles.
Monitored gate activities, controlled traffic and responded to emergencies while in field
Maintained 100% accountability of assigned equipment
Education
High School Diploma -
Holtville High School
Holtville, CA
Skills
Administrative Leadership
Tenant and Owner Liaising
Monthly Fee and Payment Collection
Disturbance Handling
Deposits Management
Order and Refund Processing
Insurance Coordination
Responding to Difficult Customers
Building Customer Trust and Loyalty
Judgment and Decision-Making
Customer Account Management
Calm and Professional Under Pressure
Call Documentation
Customer Data Confidentiality
Timeline
Property Manager
Cactus Petes Resort Casino
11.2017 - Current
Casino Main Banker
Cactus Petes Resort Casino
08.2015 - 11.2017
Remote Quality Assurance Manager
Wyndham Vacation Resorts, Inc
11.2005 - 08.2015
Customer Service Supervisor
Citi Cards Call Center
09.1999 - 11.2005
Light Wheel Vehicle Mechanic
US Army
09.1995 - 09.1999
High School Diploma -
Holtville High School
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