Dave Rowland
Customer Service
Weston,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
52
52
years of professional experience
Work History
Poker Floor/Supervisor/Shift Mgr
Seminole Hard Rock Gaming
04.2004 - Current
- Provide a rockin’ experience for our guests and a fun time
- Deal all games approved by gaming in our room
- Promoted to Supervisor
- Business Analyst for poker room.
Reservation Agent / Supervisor
MSC Cruise Line
08.2014 - 06.2016
- Reservation agent responsible for booking reservations and handling any issues on existing reservations
- Took customer ownership of issues and provided outstanding customer service for all customers
- I had a large number of clients that would only deal with me because of my service and knowledge of our agents
- I would take care of our guests in all aspects of the company
- Left because of terminal sickness of my wife.
QA Manager
Cap One
05.2012 - 03.2013
- Started as customer service agent
- Was promoted to QA manager
- Developed QA monitoring system and rating scale for 45 customer service agents
- Developed a full tracking and management reporting system exclusively in Excel
- Managed a staff of 10 QA agents
- Mentoring agents with reviews
- Developed a rewards system
- Developed training materials, course curriculum and did training.
Business Analyst, Software developer
Various Companies
09.1972 - 07.2004
- Computer software developer in an IBM mainframe systems
- Became a Business Analyst developing solutions for the users and customer service representatives to make their job functions easier and more streamlined
- Totally enjoyed these years and shaped my abilities to analyze problems and business practices to offer unique solutions or enhance current procedures.
Education
Computer Science
Broward Community College
08.1972
Graduated 1970 -
Chaminade High School
05.1970
Skills
- Listening skills Understanding what the customer is asking
- Customer Ownership
- Computer skills Microsoft Office Software Email, presentations, etc
- Analysis skills of job to suggest streamlining
- Dependable will always be at work with a smile on my face and a positive attitude
- Strong work ethic
Personal Information
Title: Poker Supervisor / Shift Mgr
Timeline
Reservation Agent / Supervisor
MSC Cruise Line
08.2014 - 06.2016
QA Manager
Cap One
05.2012 - 03.2013
Poker Floor/Supervisor/Shift Mgr
Seminole Hard Rock Gaming
04.2004 - Current
Business Analyst, Software developer
Various Companies
09.1972 - 07.2004
Computer Science
Broward Community College
Graduated 1970 -
Chaminade High School