Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Elizabeth Jackson

Marketing
Quincy,IL

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Engaging host drives customer development and retention through planning and executing promotions and VIP events, tournaments and other special functions. Promotes enjoyable and satisfying experience in professional environment by building relationships and developing loyalty with casino guests. Leverages highly effective verbal, written, telemarketing and communication skills to promote excellent guest service.

Overview

22
22
years of professional experience
1
1
year of post-secondary education

Work History

Casino Host

Affinity Gaming
La Grange, MO
06.2019 - Current
  • Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
  • Maintained detailed familiarity with high-value players and guests of casino and researched and identified most valuable players and guests in distinctive time frames.
  • Devoted significant time being visible and available on casino floor to meet and greet guests during individual visits and special events.
  • Informed guests of events and promotions by assisting marketing department with updating Facebook, Twitter and Foursquare social media pages.
  • Achieved goals and objectives for phone calls, e-mails and letters mailed to current, inactive and prospective high-end players for increased casino revenue.
  • Organized and coordinated show reservations, guest rooms and meals to provide guests with optimum convenience and comfort.
  • Planned and executed promotions and VIP events, tournaments and other special functions to develop and maintain guest loyalty and incremental visitation.
  • Collaborated with over 4 departments to resolve customer complaints and issues to guarantee seamless satisfaction, boosting customer satisfaction ratings 100%.
  • Developed marketing plans to boost customer loyalty and enhance customer satisfaction.
  • Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
  • Structured time to visit with supervisors in slots, table games and food and beverage areas to mitigate problems or issues involving VIP players.
  • Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
  • Stayed current on games offered at establishment, as well as ever-changing techniques used by cheaters.
  • Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
  • Helped market casino to target groups to bring in business and sustain continued profits.
  • Issued complimentary rooms, meals and discounts to keep players at property and satisfied for maximum betting.
  • Maintained customer loyalty to casino with expert and immediate handling of complaints.

Hotel Night Auditor

Eldrorado Hotel & Casino
Boonville, MO
10.2016 - 02.2019
  • Performed daily inventory for keys and linens and detailed information in audit reports.
  • Performed nightly updates to room charges and rates.
  • Balanced hotel accounts and resolved discrepancies.
  • Set up and entered financial data into spreadsheets using Microsoft Excel.
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Investigated daily variances and corrected errors to resolve discrepancies.
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
  • Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
  • Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive and welcoming.
  • Looked over pending check-ins and payment processes to complete closing procedures.
  • Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
  • Entered figures using 10-key calculator to compute data quickly.
  • Updated customer accounts with add-on room charges, minibar use and room service bills.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Reported financial data and updated financial records in ledgers and journals.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Stayed on top of applicable federal and state requirements to minimize legal and financial risks.
  • Kept accounts in balance and ran daily reports to verify totals.

Cashier

Daylight Doughnuts
Quincy, IL
08.2015 - 10.2016
  • Answered questions about store policies and addressed customer concerns.
  • Helped customers complete purchases, locate items and join reward programs.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Processed customer refunds and exchanges according to established guidelines.
  • Collected and authorized payments of guests.
  • Tallied cash drawer at beginning and end of each work shift.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
  • Stocked, tagged and displayed merchandise as required.
  • Addressed customer needs and made product recommendations to increase sales.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Mentored new team members on sales software system operation.
  • Welcomed customers and helped determine their needs.
  • Greeted customers entering store and responded promptly to customer needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.

3rd Shift Manager

County Market Grocery Store
Palmyra, MO
03.2010 - 04.2016
  • Defined clear targets and objectives and communicated to other team members.
  • Supervised staff of 10 personnel by implementing company policies, protocols, work rules and disciplinary action.
  • Utilized exemplary negotiation skills to obtain manufacturing service agreements and assure quality standards.
  • Developed detailed plans based on broad guidance and direction.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Managed overstocking, restocking and inventory control procedures during shift.
  • Trained and developed personnel to improve safety, employee relations and resolve issues.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained store equipment, printers and fax machines.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Recruited and developed employees for grocery department.
  • Conducted supplier risk evaluations and assisted with regulatory inspections.
  • Supervised site investigations, reported issues and escalated those that required further assistance.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Encouraged departmental employees to present positive, exemplary image to customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Communicated best practices among on-site and external personnel to align efforts and goals.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Sales Clerk

FastLane Convenience Stores
Taylor, MO
04.2013 - 08.2015
  • Readied items for sales floor stocking by affixing tags and preparing shelf labels.
  • Helped customers complete purchases by moving heavy items, collecting payments and bagging purchases.
  • Observed safety protocols when transporting merchandise to different areas of store to alleviate item damage.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Placed new merchandise on shelves and racks in appealing, organized arrangements to drive sales.
  • Assisted customers by finding items quickly to boost store satisfaction rates.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Maintained current knowledge of shelf planograms and end cap plans to merchandise products.
  • Checked for outdated and overripe grocery items and removed from inventory.
  • Stayed current on available products, store promotions and customer service policies to better serve shoppers.
  • Scanned merchandise and bagged using appropriate strategies for different items.
  • Kept front check out area clean and organized for efficient service.
  • Processed payments and returns with accuracy and efficiency.
  • Presented, rotated and date-checked products to maintain company freshness standards.
  • Opened and closed store by balancing cash registers and receipts.

Customer Service Associate

C & R Foods
Boonville, MO
01.2004 - 08.2010
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
  • Audited documentation to identify errors and documented findings for review and action.
  • Gained in-depth understanding of company products, systems and policies to give customers expert support.
  • Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
  • Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
  • Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
  • Communicated with management about trends in customer calls to help team efficiency and success.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Processed customer adjustments to maintain financial accounts.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Updated account information to maintain customer records.
  • Recorded account information to open new customer accounts.

Education

High School Diploma -

James Madison High School
Georgetown, GA
03.1999 - 07.2000

Skills

Active Listening

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Additional Information

I always look at the bright side of things. You should always look for the silver lining in life. No need to worry about the things you can't change and focus on the things you can. I am a free spirit and I love a good challenge. I have a bubbly personality and is eager to learn new things. I have a passion to make people happy. I would love to find a job/career where I could be me and not feel like I'm just a robot. So hire me, I promise you won't regret it.

Timeline

Casino Host

Affinity Gaming
06.2019 - Current

Hotel Night Auditor

Eldrorado Hotel & Casino
10.2016 - 02.2019

Cashier

Daylight Doughnuts
08.2015 - 10.2016

Sales Clerk

FastLane Convenience Stores
04.2013 - 08.2015

3rd Shift Manager

County Market Grocery Store
03.2010 - 04.2016

Customer Service Associate

C & R Foods
01.2004 - 08.2010

High School Diploma -

James Madison High School
03.1999 - 07.2000

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Elizabeth JacksonMarketing