Ebony Nickerson

Responsibilities:

• Ensure contracts meet all submission criteria and compliance requirements and approve or reject contracts as appropriate.
• Review contract and validate services with customer to ensure accuracy.
• Serve as primary interface with identified customer IT/technical personnel/vendor/VAR.
• Navigates through multiple systems to build, track and monitor orders. Interface with various levels of sales, operations, engineering and other functional groups to ensure order flows appropriately.
• Meet scorecard productivity/quality metrics.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

• Provides next-level guest service to internal and external guests
• Demonstrates #AddLife culture in all interactions with guests and co-workers
• Responsible for fostering an environment of support and motivation for Team Members
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Resolved guest complaints and discrepancies in prompt and courteous manner.
• Maintains confidentiality of all privileged information in accordance with established procedures with company policy and state regulations
• Responsible for performing verifications on loose and bundled money, coin transactions and check cashing
• Processes jackpots, cashes checks, redeems valid gaming vouchers received from patrons for an equivalent amount of cash and redeems chips for cash
• Other transactions types may occur
• Safeguards company assets and adheres to all player services policies and procedures to include Internal Control Policies and Procedures,
• Maintains and is held accountable for all funds entrusted on an assigned shift

• Effectively supervised day-to-day front-end operations of a busy customer service department
• Hired, trained, and mentored top customer service agents and front-end staff
• Implemented ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them
• Created, edited, and altered customer service strategies and procedures in
• Agile manner to best deliver a satisfying experience for all store customers
• Managed and updated the customer loyalty program

• Highly specialized customer contact associate that focused on delivering excellent customer experience while identifying and preventing fraud
• As a fraud prevention associate, we were empowered to utilize our judgment and quick decision-making skills to proactively assist our customers
• Duties included but were not limited to verifying customer identities, investigating account activities, interviewing victims of fraud, creating, and closing fraud case investigations.
• Skilled at working independently and collaboratively in a team environment
• Self-motivated, with a strong sense of personal responsibility
• Proven ability to learn quickly and adapt to new situations
• Worked well in a team setting, providing support and guidance
• Worked effectively in fast-paced environments
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Reviewed transactions and receipts to identify any suspicious activity.