Elizabeth Arceneaux
Liberty,TX
Summary
Experienced with coordinating customer service operations efficiently, ensuring smooth and effective communication between departments and clients. Utilizes problem-solving skills to address and resolve customer concerns promptly. Track record of implementing process improvements that enhance customer satisfaction and team performance.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Accounting- Revenue Auditor
L'Auberge Casino Resort
06.2021 - 02.2023
- Adheres to all departmental and property policies and procedures regarding guest service standards.
- Responsible for the daily Audit of Cage, Slots, Table Games, gaming, and non-gaming revenue areas.
- Prepares exception reports for instances of non-compliance with operational practices; engages team members and trains them appropriately to mitigate future occurrences.
- Investigates and reports to supervisor any discrepancies determined through Audit process.
- Prepares journal entries to record daily revenue and/or cashier activity.
- Maintains accurate records and files pertaining to daily Audits of areas of responsibility.
- Prepares and accumulates information used to prepare the Daily Operating Report.
- Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to supervisor.
- Performs all other related and compatible duties as assigned.
- Maintains strict confidentiality in all company matters.
- Conducted thorough audits of revenue streams to ensure compliance with gaming regulations.
- Analyzed financial discrepancies, identifying corrective actions to enhance accuracy in reporting.
- Collaborated with finance teams to reconcile daily revenue reports and resolve variances efficiently.
- Evaluated financial discrepancies and implemented corrective actions to enhance accuracy.
- Collaborated with cross-functional teams to streamline reporting processes and improve efficiency.
- Conducted thorough audits of revenue streams to ensure compliance with regulatory standards.
Hotel- Guest Services
L'Auberge Casino and Hotel
06.2013 - 06.2021
- Adheres to all departmental and property policies and procedures regarding guest service standards.
- Receives internal and external calls in order to answer questions, direct calls, or provide general information.
- Logs and distributes hotel guest messages and wake-up calls.
- Meets department standards regarding dialogue and customer courtesy.
- Monitors security calls and provides accurate information to appropriate authorities during emergencies.
- Maintains knowledge of hotel occupancy status, special events, in-house groups, and other situations affecting the reception desk's daily operation.
- Resolves service issues according to established procedures.
- Maintains ongoing knowledge of the property's services and entertainment opportunities.
- Performs certain Front Desk responsibilities (e.g., granting stay overs, late departures, room changes, etc.).
- Dispatches service calls for the hotel such as guest requests for housekeeping items and receiving/delivering Engineering or maintenance-related guest calls.
- Ensures guest needs are met by placing follow up calls.
- Maintains HotSOS database.
- Contributes to the maintenance of guest preferences in HotSOS.
- Performs all other related and compatible duties as assigned.
- Maintains strict confidentiality in all company matters.
- Managed high-volume calls while maintaining quality service standards and customer satisfaction.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed over 80+ incoming calls per shift.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
Postmaster Relief
United States Postal Service
01.2010 - 09.2010
- Supervised daily operations of postal services, ensuring timely delivery and customer satisfaction.
- Implemented process improvements that enhanced mail sorting accuracy and reduced processing time.
- Managed inventory control of postal supplies, ensuring availability for seamless operations.
- Resolved customer inquiries and complaints effectively, maintaining high standards of service quality.
- Assisted customers in determining proper postal service to align with individual needs.
- Maintained a clean and organized post office environment, ensuring smooth daily operations and optimal working conditions for employees.
- Ensured compliance with USPS regulations by regularly reviewing policies and procedures, maintaining up-to-date knowledge on relevant changes.
- Conducted periodic audits of financial records to maintain accuracy, transparency, and adherence to budgetary guidelines.
- Monitored inventory levels to ensure adequate supplies were available for daily operations while minimizing waste from overstocking items.
- Enhanced customer satisfaction with prompt responses to inquiries and timely issue resolution.
Education
High School Diploma -
Westfield High School
Houston, TX05-2005
Skills
- Customer service and support
- Administrative/Clerical experience
- Organizational skills
- Communication skills
- Professionalism
- Exceptional telephone etiquette
- Microsoft outlook, word, and Excel
- Time management
- Problem-solving skills
- High-energy attitude
- Auditing and audit support
- Call center experience
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Promotion- Promoted within company from Guest Services to Revenue Auditor.
Certification
Driver's License
Languages
English - Fluent
Accolades
- Participated in L'Auberge annual 5k Breast Cancer Walks and 5k Heart Health Walks.
- Participated in Health and Wellness events at L'Auberge.
Timeline
Accounting- Revenue Auditor
L'Auberge Casino Resort
06.2021 - 02.2023
Hotel- Guest Services
L'Auberge Casino and Hotel
06.2013 - 06.2021
Postmaster Relief
United States Postal Service
01.2010 - 09.2010
High School Diploma -
Westfield High School