Summary
Overview
Work History
Skills
Education
Certification
Work Availability
Timeline
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Jessica Gonzales

Arlington,WA

Summary

Dynamic professional with extensive experience at Tulalip Bingo & Slots, excelling in customer service and conflict resolution. Proven ability to enhance guest satisfaction and streamline operations through effective inventory management and team collaboration. Strong problem solver with expertise in cash handling and a commitment to maintaining confidentiality and professionalism.

Overview

22
22
years of professional experience

Work History

Desk Assistant, Cashier, Caller, On Call Manager

Tulalip Bingo & Slots
05.2003 - 02.2025
  • Greeted guests in with friendliness and professionalism.
  • Provided exceptional guest service, addressing inquiries promptly and professionally.
  • Ensured confidentiality of sensitive information through secure storage methods and adherence to company policies.
  • Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
  • Managed incoming calls and directed them to appropriate departments for timely resolutions.
  • Maintained inventory of office supplies by monitoring usage patterns and submitting timely orders for replenishments.
  • Assisted new employees in their onboarding process providing orientation materials guiding them through company procedures systems.
  • Maintained updated contact lists across various platforms ensuring ease access essential information during crucial moments.
  • Worked closely with management to provide effective assistance for specific aspects of business operations.
  • Assisted manager in all aspects of business operations.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Completed daily logs for management review.
  • Increased customer service success rates by quickly resolving issues.
  • Trained and supervised employees on office policies and procedures.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced Guest satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with guest's and suppliers through account development.
  • Improved marketing to attract new customers and promote business.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
  • Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.

Skills

  • Document management
  • Proofreading
  • Strong organization
  • Reception duties
  • Presentation preparation
  • Multi-line phone system management
  • Confidentiality
  • Team collaboration
  • Fast learner
  • Time management
  • Verbal and written communication
  • Administrative tasks
  • Computer skills
  • Relationship building
  • Basic mathematics
  • Microsoft Office Suite
  • Problem-solving
  • Attention to detail
  • Multitasking and organization
  • Decision-making
  • Flexibility and adaptability
  • Task prioritization
  • Conflict resolution
  • Record keeping
  • Inventory management
  • Reporting and documentation
  • Email correspondence
  • Positive and professional
  • Professional and mature
  • Strong problem solver
  • Time management skills
  • Cash handling
  • Customer service excellence
  • Cash handling and management
  • Customer relations
  • Cash register operation
  • Order taking
  • Professionalism and courtesy
  • Payment processing
  • Product restocking
  • Refunds and exchanges
  • Issue resolution
  • Complex Problem-solving
  • Cash drawer balancing
  • POS system operations
  • POS systems
  • Payment collection
  • Staff training
  • Guest inquiries
  • ID verification
  • Currency counting
  • Inventory control
  • Drawer balancing
  • Fraud prevention awareness
  • Identification checks
  • Staff mentoring

Education

Granite Falls High School

Certification

Reasonable Suspicion Training

Sexual Harassment Training

Excel training

Successful Coaching Circle

Journey to Successful Leadership

Living the commitments

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Desk Assistant, Cashier, Caller, On Call Manager

Tulalip Bingo & Slots
05.2003 - 02.2025

Granite Falls High School

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Jessica Gonzales