Ian Kioshi Fensand
Yonkers
Summary
Experienced professional with 6 years in customer-facing roles, adept at proactive customer interaction and swift issue resolution. Skilled in clear communication, I consistently exceed customer and organizational expectations by delivering effective solutions. Thrives in challenging environments, driven by continuous learning and skill enhancement to achieve optimal performance and customer satisfaction.
Overview
4
4
years of professional experience
Work History
Slot Department Dispatcher
Empire City Casino
Yonkers, NY
06.2025 - Current
- Direct Slot Attendants across the casino floor, responding to real-time guest needs and ensuring timely service delivery.
- Answer guest phone calls and log detailed reports on Voucher Issues, Tracking Patterns and escalating as needed for resolution.
- Managed staff breaks and monitored team flow, adjusting assignments to maintain full floor coverage and operational efficiency.
- Adapt quickly to changing conditions on the floor, maintaining smooth communication between departments and prioritizing urgent requests.
Special Events Representative
Empire City Casino
Yonkers, NY
08.2024 - 12.2024
- Greet incoming/outgoing guests with a greeting, a smile, answer any questions or concerns they may have.
- Request to see their Valid ID and MGMRewards Card to see if they qualify for that month's Collectors Set.
- Check in patrons for any Special Events that are going on for that month such as, Slot Tournaments, Catering Events, Concerts, etc.
- Offload that week's inventory onto and around computer terminals in preparation for gift giveaways.
Server/Busser
HK Kitchen and Draft
Bronx, NY
09.2023 - 04.2024
- Taking food, drink, and to-go orders from customers whilst providing excellent and friendly customer service.
- Maintaining a clean, organized, and well stocked dining space, bar, and back of house areas.
- Performing efficiently in a fast paced and demanding work environment.
- Assist with coordinating both front and back of house operations with small and big reservations. Such as designating seating as well as creating custom tailored menus for each event.
- Assist our hotel's event coordinator with planning our events, such as weddings, classes, graduations, sports events.
- As a front desk representative, I also coordinated housekeeping and engineering with any tasks we needed completed.
Guest Experience Specialist
Courtyard by Marriott Dulles Town Center
Stirling, VA
05.2023 - 09.2023
- Provide an efficient and personalized experience for every customer that walks through our doors.
- Executed company policies, procedures, and safety standards to ensure the proper cleanliness and safety of the office as well as all public spaces.
- Offer strong personalized customer service skills, keeping customers satisfied and receiving multiple very happy reviews as well as commendations from multiple previous repeat and first time guests.
- Assisted Guests with any issues they may have, such as losing a key, lost items, assisting them to their rooms or with heavy luggage.
Mechanic Trainee
Patriot Auto
Edgewater, MD
10.2022 - 11.2022
- Performed routine maintenance tasks, including oil changes and tire rotations, independently.
- Assisted senior mechanics in complex repairs, enhancing skills and knowledge of automotive systems.
- Diagnosed vehicle issues using advanced diagnostic tools and software.
- Contributed to team efforts by collaborating on vehicle inspections and repair planning.
- Developed strong troubleshooting skills through hands-on training sessions with experienced mechanics.
Customer Service Associate
Walgreens
Edgewater, MD
08.2022 - 03.2023
- Educate and inform customers of the services our store provided and signing individuals up for the myWalgreens accounts or Walgreens credit cards.
- Inventory and stocking shelves as well as unloading the supply truck.
- Maintained and manned the register keeping a clean and safe environment for our customers as well as assisting customers with finding the products they needed.
Education
High School Diploma -
Skills
- Customer service
- Data entry
- Decision-making
- Active listening
- Customer relations
- Schedule management
- Customer relationship management
- Team collaboration
- Multitasking and organization
- Task prioritization
- Mentoring and coaching
- Delegating work
Personal Information
Driving License: NY Drivers License
Timeline
Slot Department Dispatcher
Empire City Casino
06.2025 - Current
Special Events Representative
Empire City Casino
08.2024 - 12.2024
Server/Busser
HK Kitchen and Draft
09.2023 - 04.2024
Guest Experience Specialist
Courtyard by Marriott Dulles Town Center
05.2023 - 09.2023
Mechanic Trainee
Patriot Auto
10.2022 - 11.2022
Customer Service Associate
Walgreens
08.2022 - 03.2023