Jennifer Kieling
Client Services supervisor
Shepherd,MT
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. History of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
28
28
years of professional experience
Work History
Client Services Supervisor
EBMS DBA Imagine 360
Billings, MT
01.2009 - 09.2023
- Analyzed data from customer surveys to identify areas of improvement in customer service processes.
- Created detailed training materials for use by client service personnel.
- Developed and implemented policies and procedures to improve customer service efficiency.
- Resolved escalated customer disputes in an efficient manner while upholding company values.
- Trained new staff on company policies, procedures, and customer service techniques.
- Prepared weekly status reports summarizing key performance metrics such as average wait time, resolution rate.
- Conducted regular performance reviews for team members to ensure job satisfaction and effectiveness.
- Provided technical assistance to clients when needed.
- Implemented quality assurance measures throughout the organization's support systems.
- Collaborated with other departments to ensure customers' needs are met effectively.
- Assessed current workflows and identified methods for streamlining processes where possible.
- Supervised and coordinated the daily operations of the client service team, ensuring that all customer inquiries were addressed in a timely manner.
- Maintained a high level of professionalism in all interactions with clients and colleagues alike.
- Developed strategies for improving client relations by providing proactive solutions.
- Acted as a liaison between clients and internal teams to resolve any conflicts or discrepancies quickly.
- Drafted reports outlining departmental progress, challenges, opportunities. for senior management review.
- Consulted with staff on resolution of complex service issues.
- Recruited, interviewed, and hired staff.
- Monitored calls and evaluated for Quality purposes
- Read and dissected Plan Document language for quality purposes
- Evaluated and determined Team member eligibility for Bouses
Main Banker
Mandalay Bay
Las Vegas, NV
03.2006 - 05.2008
- Verified customer identification to ensure compliance with gaming regulations.
- Managed the payment of jackpots and other winnings to customers in a timely manner.
- Balanced the cash drawer at the beginning and end of each shift.
- Processed check cashing requests within established limits.
- Assisted customers with questions about slot machines or other gaming activities.
- Provided excellent customer service by responding promptly to inquiries and resolving customer complaints quickly and efficiently.
- Reconciled customer accounts when necessary to resolve discrepancies.
- Adhered to security protocols while handling large amounts of cash.
- Conducted regular inventories of gaming chips and tokens.
- Ensured that all cage operations were conducted in accordance with established policies and procedures.
- Processed customer transactions, including cashing checks, redeeming chips and tokens, and exchanging currency.
- Resolved disputes between customers or staff members in a professional manner.
- Issued credit lines to customers based on their financial status.
- Performed daily audits of all currency transactions for accuracy.
- Maintained an accurate record of all transactions in the casino's computer system.
- Counted and verified cash amounts at shift start and balanced funds prior to shift end or close.
- Maintained accountability of money banks and released to assigned personnel.
- Exchanged money, credit, tickets, or casino chips for patrons.
- Facilitated check-cashing authorizations and house credit accounts.
Store Owner
Early Morning Espresso - Coffee Kiosk
Billings, MT
02.1996 - 11.2005
- Ensured compliance with health and safety regulations in the workplace.
- Established relationships with local businesses for potential partnerships or collaborations.
- Evaluated employee performance on a regular basis and provided feedback when necessary.
- Monitored stock levels of ingredients, beverages, supplies, and equipment needed for daily operations.
- Developed innovative strategies to increase customer satisfaction and loyalty.
- Negotiated contracts with vendors for coffee beans or tea leaves used in making beverages served in the cafe.
- Analyzed sales data to identify areas of improvement for increasing revenue growth.
- Performed regular maintenance checks on espresso machines or other kitchen equipment used in the cafe.
- Provided excellent customer service by promptly addressing customer inquiries and complaints.
- Ordered additional supplies as needed to maintain optimal inventory levels at all times.
- Organized promotional events such as special discounts or competitions to attract more customers.
- Managed daily cafe operations, including scheduling staff and monitoring inventory.
- Supervised baristas to ensure that they are providing quality drinks while adhering to company standards.
- Inspected facilities regularly to ensure cleanliness is maintained throughout the cafe.
- Trained new employees on proper food preparation techniques, portion control, cash handling procedures, and other operational tasks.
- Maintained accurate records of financial transactions and sales data.
- Maintained cleanliness and sanitation across foodservice, storage and preparation stations.
- Managed food preparation, guest interaction, quality control and customer relations.
- Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
- Received and scheduled food and beverage deliveries, checking delivery contents to verify product quality and quantity.
- Created unique recipes and applied various culinary techniques for authentic [Type] cuisine.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
Education
Some College (No Degree) - Computers
Green River Community College
Auburn, WA01-1989
High School Diploma -
Tahoma Senior High School
Maple Valley, WA05-1988
Skills
- Training and mentoring
- Customer Relations
- Professionalism
- Active Listening
- Analytical Thinking
- Excellent Communication
- Decision-Making
- Goal Setting
- Effective customer communication
- Organizational Skills
- Research and facts collecting
- Interviewing skills
- Reliability
- Written Communication
- Problem-Solving
- Time Management
- Self Motivation
- Interpersonal Skills
- Client Needs Assessments
- Problem-solving aptitude
- Written and verbal communication
- Teamwork and Collaboration
- Proficient in Microsoft Office, Word,Excell, Power Point and Outlook
- Proficient in typing and 10-Key
Timeline
Client Services Supervisor
EBMS DBA Imagine 360
01.2009 - 09.2023
Main Banker
Mandalay Bay
03.2006 - 05.2008
Store Owner
Early Morning Espresso - Coffee Kiosk
02.1996 - 11.2005
Some College (No Degree) - Computers
Green River Community College
High School Diploma -
Tahoma Senior High School
Similar Profiles
Minnie KelleyMinnie Kelley
Reporting Analyst at Imagine 360Reporting Analyst at Imagine 360
Jean LumaJean Luma
Internship at Imagine 360Internship at Imagine 360
Devona FairDevona Fair
Captive Operations Assistant at Ebms ReCaptive Operations Assistant at Ebms Re