Summary
Overview
Work History
Education
Skills
Timeline
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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
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
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
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, MS
05-1982

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

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Courtney Nelson