Cynthia Zauner
Office Manager
Willow Springs,IL
Summary
Watchful Gaming Manager with [3] years of experience overseeing casino operations. Trains and supervises staff in unique combination of customer service, security and policy enforcement unique to casino environment. Exhibiting excellence in commanding high profits while minimizing losses and eliminating liabilities. Attentive Manager experienced in gambling operations. Confident and decisive leader with great team management, organizational and customer service skills. Dedicated to running profitable games in full compliance with commission rules.
Overview
18
18
years of professional experience
Work History
Gaming Manager
Lucky Slots
01.2020 - Current
- Drove habits of consistent, succinct communication between team members and from supervisors to floor employees.
- Led orientation and training for new employees to prepare thoroughly for full spectrum of service duties.
- Encouraged development of leadership skills among supervisors to foster employee morale.
- Assigned training courses and oversaw performance monitoring to guide employees through career development.
- Enforced standards for recording customer and transactional information in computers.
- Responded with care to customer concerns to leave each customer satisfied and build reputation of service.
- Established customer check cashing privileges, authorized appropriate credit limits and arranged reservations.
- Coordinated staff schedules, rotations and breaks.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Interpreted and enforced rules for gameplay and betting limits.
- Maintained customer loyalty to casino with expert and immediate handling of complaints.
- Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
- Monitored gaming operations continuously to check on dealers and players.
- Satisfied VIP clients with complimentary benefits to encourage continued gameplay.
- Monitored tables first-hand by continuously circulating to check on operations and correct deficiencies.
- Interviewed, hired and trained new gambling floor workers.
Office Manager
Mike's HVAC
01.2018 - Current
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Managed office operations while scheduling appointments for department managers.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coordinated special projects and managed schedules.
- Controlled finances to lower costs and keep business operating within budget.
- Reported to senior management on organizational performance and progress toward goals.
- Evaluated employee records and productivity and submitted evaluation reports.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Customer Account Executive
Comcast
08.2005 - 12.2017
- Secured on-time payments and collected on delinquent accounts with tailored payment plans.
- Evaluated customers' potential needs to make appropriate recommendations.
- Mastered and constantly improved sales prospecting, follow-up and upsell processes.
- Negotiated sales deals between customers and agency, resulting in mutually beneficial agreements and cultivated relationships.
- Leveraged CRM to collect, organize and manage sales data and customer information.
- Tracked and maintained orders to guarantee prompt and successful delivery of merchandise to customers.
- Drafted letters, charts and financial reports to keep staff informed of progress.
- Trained clients on product features and updates to secure buy-in.
- Maintained attitude of continuous improvement and competitive approach to sales benchmarks.
- Leveraged knowledge of company services, familiarity with industry competitors and persuasive communication style to prevent customers from ending or downgrading services.
- Built rapport with customers and maintained loyalty by providing fast, knowledgeable service.
Education
Associate of Arts - Medical Assistant
Moraine Valley Community College
Palos Hills, IL2020
High School Diploma -
Kelly High School
Chicago, IL06.1990
Skills
- Customer Satisfaction
- Volunteer Coordination
- Cash Register Operations
- Communications Strategies
- Time Management
- Team Communication
- Team Goals
Timeline
Gaming Manager
Lucky Slots
01.2020 - Current
Office Manager
Mike's HVAC
01.2018 - Current
Customer Account Executive
Comcast
08.2005 - 12.2017
Associate of Arts - Medical Assistant
Moraine Valley Community College
High School Diploma -
Kelly High School
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