Cristi Hopper

• Ensures excellent customer service
• Greets guests, presents menu, answers questions and makes suggestions regarding food and beverages.
• Writes order on check or memorizes it.
• Relays order to kitchen and serves courses from kitchen and bar
• Acts immediately on all customer comments to ensure that corrections are made.
• Totals bill and accepts payment
• Sets up and supplies the beverage area with clean glassware, utensils, condiments and paper supplies if necessary.
• Makes coffee as needed.
• Maintains cleanliness of designated areas as directed in accordance with established health and safety standards.
• Responsible for renewal of Maricopa County Food Handlers Card.
• Attends bi-annual Arizona state liquor law training.
• Responsible for maintaining up-to-date knowledge of Credit Card Compliance requirements commonly known as PCI (Payment Card Industry) Compliance by attending training provided by Casino Arizona, at least once a year or more if required by management. Signature verification of course attendance will be required.
• Responsible for following the PCI (Payment Card Industry) Compliance regulations to protect card holder data and adhere to the standards to protect guests’ private card information. This includes, but is not limited to, observing and reporting inappropriate card handling activity, of either customers or by employees, as defined by PCI.
• Responsible for the enforcement of all applicable regulations, under the code of Federal Regulations, Title 31, Chapter X, as it pertains to this position. This includes, but is not limited to, observing and reporting suspicious activity, of either customers or employees, as defined in the Code of Federal Regulations.
• Responsible for maintaining up-to-date knowledge of all applicable regulations under the Code of Federal Regulations, Title 31, Chapter X, by attending Title 31/Anti-Money Laundering training, provided by Casino Arizona, at least once a year or more if required by management and outlined in the Title 31 Minimum Internal Controls.
• Assisted in training new servers.

Thoroughly validate entirety of a customer’s account in various systems within the Enterprise Complaints Centralize Intake (ECCI) team to ensure a complete record for case management process.

• Assigns and tracks high risk escalated complaints, following all internal procedures
• Conducts Pre-Risk Assessment (PRA) by reviewing complaint for regulatory and non-regulatory flags and classifying risks appropriately in the ECMP system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards and/or agency or government regulations
• Creates cases and assigns work within department SLA guidelines
• Reroutes complaints to other executive complaints offices or line of business complaint offices within SLA guidelines as appropriate
• This group handles multiple Lines of business escalations as well as handling numerous project requests

Working efficiently and successfully to minimize customer dissatisfaction and increase customer loyalty. Resolving complex customer complaints by maintaining a high level of professionalism and patience, using superior decision making skills. Building and maintaining relationships.

• Managing customer complaint calls, thoroughly researching and resolving
• Solving complex customer concerns and identifying risk and mitigation escalations
• Working independently and demonstrating success in high production and quality scores
• Managing caseloads and committed to working within policy guidelines, rules and regulations

Worked with upper management to ensure Customer satisfaction. Provided accurate and appropriate information to customers. Strong problem solving and conflict resolution skills.

• Collected customer feedback and effected process changes to exceed customer satisfaction goals.
• Handled customer service inquiries in a timely and accurate manner.
• Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts
• Developed effective relationships with all call center departments through clear communication.