Courtney Cramsey
Canton,MO
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Hardworking and motivated professional with several years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
19
19
years of professional experience
Work History
Manager
Gem City Fuel Mart
Quincy, IL
01.2022 - 02.2025
- Trained employees on additional job positions to maintain coverage of roles.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Oversaw marketing initiatives, increasing brand awareness and sales.
- Assigned work and monitored performance of project personnel.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Reviewed completed work to verify consistency, quality, and conformance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Created monthly reports for senior management summarizing operational performance metrics.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Ensured compliance with regulatory requirements and industry standards.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Representative
Quincy Herald Whig
Quincy, IL
06.2021 - 12.2021
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Developed strong customer relationships to encourage repeat business.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Contacted customers about potential service upgrades, new services and account changes.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Updated databases with new and modified customer data.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Table Games Dealer
Mark Twain Casino
La Grange, Missouri
05.2006 - 05.2021
- Greeted incoming guests with enthusiasm to promote fun, memorable and exciting experience.
- Ensured all gaming equipment was in working order before beginning a shift.
- Dealt table games such as Blackjack, Baccarat, and Roulette professionally and accurately.
- Performed functional game duties quickly by efficiently handling money and chips.
- Cashed in chips for players who wished to leave the table game area.
- Provided gambling chips and coin money in exchange for legal currency for players to join in games.
- Demonstrated proper shuffling techniques for each game dealt.
- Answered questions from patrons regarding house rules or gaming regulations.
- Collected losing bets and paid out winnings promptly and accurately.
- Calmed down angry guests or patrons using skills in active listening and positive engagement.
- Communicated with supervisors and managers about suspicious or unruly behavior from patrons.
- Fostered an entertaining environment by engaging guests in conversation.
- Explained rules, took bets and delivered payouts to facilitate movement of games.
- Maintained knowledge of game rules and regulations to ensure compliance with gaming laws.
- Promoted special events within the casino's table games area.
- Responded quickly and appropriately to any disputes that arose between players.
- Monitored patrons for signs of cheating or disruptive behavior.
- Performed minor maintenance on gaming equipment as needed.
- Observed gamblers to identify marking, switching and counting cards.
- Assisted new players with understanding game rules and procedures.
- Verified patron identification to confirm legal age for gambling activities.
- Provided friendly customer service to guests at the casino table games area.
- Maintained enjoyable environment by entertaining and engaging players at tables.
- Adhered to established policies and procedures while dealing at tables.
- Monitored behavior of players while dealing cards in various games, observing individuals for possible cheating.
- Maintained a positive attitude and professional demeanor during shifts.
- Communicated effectively with other members of the table games staff team.
- Balanced cash drawers according to established procedures at the end of each shift.
- Utilized appropriate strategies when dealing specific games.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Education
High School Diploma -
Canton RV
Canton, MO05-2003
Skills
- Employee training
- Project management
- Regulatory compliance
- Performance monitoring
- Customer service
- Conflict resolution
- Team building
- Staff scheduling
- Problem solving
- Effective communication
- Complex Problem-solving
- Problem-solving aptitude
- Self motivation
- Employee coaching and mentoring
- Decision-making
- Multitasking
- Problem-solving abilities
- Work Planning and Prioritization
- Project planning
- Attention to detail
- Adaptability and flexibility
- Communication skills
- Continuous improvement
- Verbal and written communication
- Goal setting
- Good judgment
- Multitasking Abilities
Timeline
Manager
Gem City Fuel Mart
01.2022 - 02.2025
Customer Service Representative
Quincy Herald Whig
06.2021 - 12.2021
Table Games Dealer
Mark Twain Casino
05.2006 - 05.2021
High School Diploma -
Canton RV