DENISE BECK
EGG HARBOR TOWNSHIP,NJ
Summary
Friendly and enthusiastic Guest Relations Specialist with over 20 years of specialization in hospitality and marketing. Able to learn new tasks quickly and proficient in growing key customer relationships. Represent establishment with friendly, professional demeanor at all times.
Overview
21
21
years of professional experience
Work History
Customer Experience Agent
DraftKings
10.2019 - 05.2024
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Utilized CRM tools effectively to track customer interactions, enabling quick access to relevant information when needed.
Guest Relations Specialist/ VIP Rep
BORGATA
05.2010 - 10.2019
- Assist Player Development and Front Office Management with providing players and guest a great experience
- Problem solve escalated calls with the ability to refund credit cards or comp hotel stay
- Assist Quality Coach with training new-hires
Poker Room Seating Controller
BORGATA
04.2003 - 05.2010
- Work with managers and floor supervisors to control opening and closing of live and tournament games
- Dealt live and tournament games when needed
- Assist tournament players with itineraries during WPT
Education
HIGH SCHOOL DIPLOMA - Business
Egg Harbor Township High School
Egg Harbor Township, NJ06.1986
Skills
- Critical Thinking
- Active Listening
- Time Management
- Sales and Marketing
- Customer and Personal Service
- Coordination
Timeline
Customer Experience Agent
DraftKings
10.2019 - 05.2024
Guest Relations Specialist/ VIP Rep
BORGATA
05.2010 - 10.2019
Poker Room Seating Controller
BORGATA
04.2003 - 05.2010
HIGH SCHOOL DIPLOMA - Business
Egg Harbor Township High School
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