Courtney Nelson
Las Vegas,NV
Summary
Accomplished Call Center Supervisor with a proven track record at Caesars Entertainment, enhancing team performance through effective coaching and quality assurance. Skilled in call monitoring and staff motivation, significantly improving customer satisfaction. Expert in fostering high-level customer service and engagement, leveraging both interpersonal skills and process control expertise.
Overview
18
18
years of professional experience
Work History
Call Center Supervisor
Caesars Entertainment
Las Vegas, NV
09.1993 - 02.2006
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
Reservation Agent
Westward Ho Hotel and Casino
Las Vegas, NV
08.1990 - 02.1993
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
Reservation Agent
Continental Airlines
Los Angeles, CA
06.1988 - 12.1990
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Education
High School Diploma -
Petal High School
Petal, MS05-1982
Skills
- Call monitoring
- Quality assurance
- Coaching and mentoring
- Staff motivation
Timeline
Call Center Supervisor
Caesars Entertainment
09.1993 - 02.2006
Reservation Agent
Westward Ho Hotel and Casino
08.1990 - 02.1993
Reservation Agent
Continental Airlines
06.1988 - 12.1990
High School Diploma -
Petal High School