Haley Gossett
Norman
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.
Overview
14
14
years of professional experience
Work History
Front Desk Agent
Riverwind Hotel & Casino
2901 Bankers Ave
01.2024 - Current
- Greeted guests, verified reservations, and completed check-ins and checkouts with accuracy.
- Resolved guest concerns promptly, maintaining service standards and positive stay experiences.
- Processed room assignments, upgrades, and special requests using property management systems.
- Coordinated with housekeeping, maintenance, and casino departments to support seamless guest service.
- Managed payment transactions, folio adjustments, and cash handling following front desk procedures.
- Trained new front desk staff on service protocols, system use, and guest interaction standards.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
Manager/Data Entry/Social Media Manager
Pinkie's Forest
Purcell, OK
12.2012 - Current
- Responsible for controlling the dispensary; sales audits, staff schedule, maintaining inventory
- Cultivated and strengthened lasting client relationships
- Promoted customer satisfaction by addressing or escalating concerns for quick resolution
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Designed and implemented social media campaigns that increased customer engagement through social media
Customer Service Chat/Call Agent
Dish Network Corp
El Paso, TX
11.2018 - 06.2019
- Provided customer support though inbound voice and chat call center
- Fast paced work center
- Clarified customer issues, determined root cause, resolved or escalated the issue according to company policy
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously
- Managed records through commercial & proprietary software
Administrative Assistant
Aims Community College
Greeley, CO
08.2018 - 10.2018
- Managed confidential paper and electronic records
- Created documents using Microsoft Word, Excel & PowerPoint
Front Desk/Night Audit Agent
Wingate By Wyndham Hotel
Johnstown, CO
03.2017 - 08.2018
- Night Audit Agent, Responsible for performing the Front Desk Agent duties, as well as performing the nightly audit paperwork/computer work, and setting up the breakfast buffet.
- Worked overnight with limited supervisor support.
- Resolved customer problems and complaints
- Collected payments, processed transactions and updated records
- Trained new team members on company procedures, customer service and issue resolution
- Use of commercial and proprietary software
Education
No Degree - Psychology
Oklahoma City Community College
Oklahoma City, OKHigh School Diploma - General Studies
Goal Academy
Grand Junction, CO06-2018
Psychology
Aims Community College
Greeley, CO07-2017
CNA Certificate - undefined
07-2017
Skills
Inbound Customer Service
Customer Data Confidentiality
Customer Complaint/Dispute Resolution
Customer Relationship Management
Billing Inquiries
Information Updates
Order Placement
Agent Support
Clerical Support
Microsoft Office
Database Research
Following Corporate Standards
File Management
Collaborative Environments
Conceptual Thinking
Outstanding Communication Skills
Personal Information
Title: Customer Service Representative
Timeline
Front Desk Agent
Riverwind Hotel & Casino
01.2024 - Current
Customer Service Chat/Call Agent
Dish Network Corp
11.2018 - 06.2019
Administrative Assistant
Aims Community College
08.2018 - 10.2018
Front Desk/Night Audit Agent
Wingate By Wyndham Hotel
03.2017 - 08.2018
Manager/Data Entry/Social Media Manager
Pinkie's Forest
12.2012 - Current
CNA Certificate - undefined
Psychology
Aims Community College
High School Diploma - General Studies
Goal Academy
No Degree - Psychology
Oklahoma City Community College