Hailey Morgan

I worked on two different programs with SSG. The most recent and longest program was FanDuel. Then prior to that was for Broadview. I have listed job descriptions for both programs, as each one was different.

FanDuel Sportsbook - Non Phone - Hybrid

- Used a number of systems each day to perform my job. duties in office and at home. Those systems were Salesforce, CPP, AdminWeb, Amazon App Stream, Okta, Open Bet, and GeoComply.

- Additionally Zoom, Slack, and Smart Team Communications for meeting with supervisors, team leads, and other agents on the workforce.

- Recognized the issue each customer was having upon reaching out. Whether this was regarding a sports wager, promotion offer, account issue or transaction history.

- Delivered exceptional customer service to every customer by leveraging extensive knowledge of our service, and creating a positive experience for each customer.

- Extensive knowledge on how the sports wagers were being graded, and what they were based on. I was then able to provide a detailed explanation to the customers regarding settlement, and the results through an official sports site. (NFL, NBA, PGA Tour, MBL, etc.)

- Reviewed the customers account to identify issues, in which some cases required an additional escalation through our internal department.

- Explained to customers how our promotion offers worked, and how to complete the offer to receive the bonus award as listed.

- Followed up with customers via email regarding their previous inquiry or if they disconnected in the chat.

- Completed course refreshers that were assigned regarding sports wagers, intern al processes, and responsible gaming.

- Followed QA protocol and requirements for each case.

Broadview - Phone Position

- Used Okta, and a Broadview based system to complete job duties.

- Took numerous phone calls each day to assist customers regarding their bank accounts.

- Followed security processes when assisting customers to ensure the safety and confidentiality of the account.

- Ability to transfer money, take credit card, loan, and mortgage payments, update account information, and order new bank cards.

- Walk through assistance with setting up online banking accounts.

- Escalated phone cases if assistance was needed in a different department or for a supervisor request.

- Followed QA protocols and requirements.

- Used the Fosse system to create a list of rooms for the housekeepers each day.

- Checked each room to the full extent for the next hotel guest to have a comfortable stay.

- Created weekly work schedules.

- Placed orders for housekeeping supplies and guest toiletries.

- Interacted with guests on a daily basis, to ask how their stay was and what we can improve on.

- Worked with front desk to respond promptly to all guest requests.

- Communicated repair needs to maintenance staff.

- Trained all new personnel to maximize quality of our service and performance.

- Investigated guest complaints and resolved issues to increase customer satisfaction.

- Implemented daily, weekly and monthly cleaning routines for staff to follow, and be prepared for audits.

- Used CSC Prepare and Pro Doc E-filing system to file documents with the County Clerk

- Spoke with new and or already engaged clients, over the phone and in person.

- Use a merge system to form legal documents such as Deeds, Wills, Company Agreements, Affidavit of Heirship, Probate documents, Power of Attorney's, Deed of Trusts, Promissory Notes, etc.

- Notarized legal documents.

- Created billing invoices, and mailed to client's who retained a bill.

- Wrote up bank deposits slips for payments received from invoices.

- Filed and formed business entity's with the Secretary of State.

- Sent out certified mail to clients and partners.

- Contacted clients to schedule appointments and discuss progress of cases.

- Analyzed deeds of trust to verify grantor, grantee, trustee and loan amounts for executive leadership.

-Assisted customers via phone, and in person to take orders or inform what we had available to suite their needs.

- Examined products to determine quality and discarded soiled product into separate bins.

- Labeled dates on each product received to ensure freshness.

- Monitored temperatures of prepared food and cold-storage areas.

- Prepared variety of foods according to exact instructions and recipe specifications.

- Juggled multiple projects and tasks to ensure high quality and timely delivery.

- Restocked cupboards, refrigerators and service stations with new food items or supplies.

- Cleaned and sanitized kitchen equipment, utensils, and workstations.

- Welcomed guests with a personable attitude and brought beverage orders while reviewing menu options.

- Arranged place setting with fresh tablecloths, tableware, and condiments to create appealing tables.

- Collaborated with host, bus person and cook to serve up food and beverage options.

- Answered guests questions regarding menu, food and beverage preparation, recipe ingredients and allergens.

- Checked on guests to ensure satisfaction with meals.

- Developed rapport with guests and assisted in generating repeat business by providing exceptional service.

- Operated cash registers, collected payments and provided accurate change.

- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.