JANET YOUNG
Ashland,WI
Summary
Organized Manager bringing strengths in handling work independently and solving routine problems without oversight. Offers expertise in Problem Solving and 30+ Years in Customer Service and ability to quickly learn new processes. Skilled team player with strong background in Customer Service environment. Works well independently to handle assignments and always ready to go beyond basics assignments. Quick learner with good computer abilities. A hardworking, honest and reliable Customer Service Representative focused on going above and beyond to support the team and serve customers. Trained in Customer Service and offering top-notch Customer Skills and abilities. Motivated to continue to learn and grow as a Customer Service professional.
Overview
22
22
years of professional experience
Work History
EXPERIENCE MANAGER
Bad River Lodge & Casino
Odanah, United States
05.2012 - Current
- Managed performance of team members, conducted performance appraisals, and managed promotion recommendations
- Worked with finance team to manage and streamline accounts payable, accounts receivable, and payroll processes
- Held associates accountable for meeting established operational guidelines, brand standards, customer service expectations, and company policies
- Maintained onsite presence to ensure operations team met all company operational standards
- Managed employees, scheduled shifts, determined and provided training needs, and conducted performance reviews
- Held team members responsible for reaching company objectives and processes
- Monitored and controlled department budget, grew revenue, and contained expenses, reviewing monthly profit and loss statements to identify areas in need of improvement
- Built relationships with vendors and monitored supply chain to spot and correct deficiencies
- Supported human resources initiatives by connecting with employees and proactively solving problems
- Oversaw daily operations with practiced eye, focusing on efficiency, team collaboration and process improvements
- Highly rated in Customer Service Field for past 30+ years.
FRONT DESK & NIGHT AUDITOR
Bad River Lodge & Casino
Odanah, United States
02.2008 - 02.2012
- Sold many rooms because of Customer Service Talents, increased room occupancy at least 25%
- Taught new employee's important procedures such as Reservations, Check-ins and Check-outs to Hotel.
- Communication & Customer Service, Hotel Programs, Key making
- Protected business from unnecessary liability by carefully following security and safety standards
- Prevented service delays by effectively using slow periods to get ahead of routine tasks such as restocking supplies
- Managed communications between team members, customers and vendors to keep operations efficient and successful
- Worked with managers to address problems such as late check-outs, Bus reservations, housekeeping issues, Audit problems,
- Customer Complaints
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Transcribed phone messages and relayed to appropriate personnel.
- Used internal software to process reservations, check-ins and check-outs.
- Collected room deposits, fees and payments.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Kept accounts in balance and ran daily reports to verify totals.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Maintained transaction security by verifying payment cards against identification.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Planned coverage needs and organized services to support incoming special events.
Slot Attendant
SLOT PERSONNEL-GAMING FLOOR, Bad River Lodge & Casino
Odanah, United States
06.2000 - 05.2008
- Satisfied customers every day with fast, friendly, and knowledgeable support for customer satisfaction, running change, cashing in coin, paying out jackpots, getting coffee, hanging coats, anything that was customer's needs.
- Carried out high-quality Customer Service with little oversight
- Helped managers improve area operations by sharing customer feedback and contributing new ideas
- Collaborated well with team members to carry out daily assignments and achieve team targets
- Guided visitors to staff members and business locations with warm, personable approach
- Protected business from unnecessary liability by carefully following security and safety standards.
- Repaired problems and maintained machines in good working order.
- Troubleshot machine malfunctions and diagnosed root causes.
- Connected with guests on personal level to build loyalty.
- Dispensed machine payouts and provided change for players.
- Performed minor repairs and made adjustments to slot machines to resolve common problems.
- Supported guest satisfaction and loyalty through prompt customer service and timely payouts.
- Handled money, ticket and chips exchanges for customers.
- Complied with casino policies and protocols to maintain transaction accuracy, efficiency and security.
- Counted cash and casino chips to accurately reconcile transaction reports.
- Audited money drawers and hand or machine-counted large cash values.
- Reported and filed paperwork for casino transactions, noted and investigated discrepancies and reported on notable incidents.
- Complied with gaming commission rules by verifying players' ages.
- Prepared and issued money banks to change persons at start of each shift.
- Oversaw casino floor activity to foster efficient service and maintain guest safety.
Education
Associate of Arts - HUMAN SERVICES
Lac Courte Oreilles Community College
Hayward, WI05.2010
Skills
- Computer Skills, Excel, Word, Exec u Tech Program, Windows 10 Adapts to new programs and new computer skills quickly
- Customer service skills 30 years of experience
- Human resources, love helping people
- Assist customers willingness to go above and beyond
- Improve performance
- Assessing daily on how to make improvements
- Customer satisfaction
- Staff interaction
- Employee relations-Team Player
- Communication skills, very good
- Time management
- Importance of getting things done in timely matter
- Meet targets consistently by working hard and with strong attention to detail
- Satisfied customers every day with fast, friendly, and courteous service
- Knowledgeable support for individual needs
Timeline
EXPERIENCE MANAGER
Bad River Lodge & Casino
05.2012 - Current
FRONT DESK & NIGHT AUDITOR
Bad River Lodge & Casino
02.2008 - 02.2012
Slot Attendant
SLOT PERSONNEL-GAMING FLOOR, Bad River Lodge & Casino
06.2000 - 05.2008
Associate of Arts - HUMAN SERVICES
Lac Courte Oreilles Community College
Similar Profiles
Tim BrownTim Brown
Progect Manager at Bad River Housing AuthorityProgect Manager at Bad River Housing Authority
Kreighton WolfKreighton Wolf
Dental Assistant at Bad River Health & Wellness CenterDental Assistant at Bad River Health & Wellness Center
Eric LewisEric Lewis
REGIONAL DIRECTOR OF FOOD AND BEVERAGE at Jacobs Entertainment Inc, dba Lodge Casino and Gilpin CasinoREGIONAL DIRECTOR OF FOOD AND BEVERAGE at Jacobs Entertainment Inc, dba Lodge Casino and Gilpin Casino