Jennifer Mendez

• Implemented feedback mechanisms to improve customer service processes and enhance guest experiences.
• Structured time to visit with supervisors in slots, table games, and food and beverage areas to mitigate problems or issues involving VIP players.
• Assisted in resolving guest disputes professionally, ensuring timely resolution and preserving customer satisfaction levels.
• Maximized casino revenue by monitoring player gaming activities and identifying potential high-value players.
• Increased player loyalty by developing personalized relationships and providing exceptional guest service.

• Cultivated relationships with high-value guests to enhance loyalty and repeat visits.
• Coordinated personalized experiences for VIP players, ensuring exceptional service and satisfaction.
• Analyzed guest preferences to tailor offerings and improve engagement strategies.

• Increased player loyalty by developing and implementing targeted marketing campaigns.
• Boosted casino revenue with strategic promotions and events tailored to player preferences.
• Enhanced customer satisfaction by providing personalized service for VIP guests.
• Drove new business through effective networking, establishing strong relationships within the industry.

• Enhanced guest experience by providing personalized service and tailored gaming recommendations.
• Increased player loyalty through the development of strong relationships with high-value clients.
• Improved customer satisfaction by promptly addressing and resolving guest concerns and issues.
• Boosted casino revenue by identifying key players and developing strategies to retain their business.

I worked with all the casino executives to ensure all their customers needs were met as far as rooms, restaurants, show tickets, JSX travel was done in timely matter.
Knowledge of Patron, CRM, Ice , Opera , Auto Cab , Vipr, JSX, Seven rooms.

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Educated customers on company systems, form completion and access to services.
• Answered average of 300 calls per day, addressing customer inquiries, solving problems and providing product information.

• Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
• Provided educational and informational resources regarding isolation policies and quarantine measures.
• Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
• Performed record keeping by logging client information within secure contact-tracing software.
• Notified and interviewed individuals to ascertain novel coronavirus exposure level.

Customer service for loyalty program holders as well as casino executives
Knowledge of Patron , Ice , Opera , Auto Cab , Vipr, training of new employees, assist supervisors as well as marketing manager

Training all new hires

Covering supervisors, host services, office manager when needed.
Covering shifts for Executive Offices at Bellagio assisting with planning of corporate meetings

Work day to day with Casino host team to ensure customer credit lines were ready and available.

Called bank to verify current and average bank ratings

Detail center credit report for casino host

Ran credit report clarified any outstanding balances for the host on duty.

Knowledge of title 31, req 6a. tandum, central credit, experian