Katee Joachim
Brainerd,MN
Summary
At Grand Casino Mille Lacs, I excelled as a Slot Service Supervisor, leveraging my strong problem-solving and Microsoft Excel skills to enhance service delivery and customer satisfaction. I spearheaded initiatives that streamlined operations, significantly improved team performance, and fostered a culture of continuous improvement, demonstrating exceptional leadership and technical acumen.
Overview
1
1
Certification
Work History
Slot Service Supervisor
Grand Casino Mille Lacs
- Handled customer complaints and inquiries.
- Assisted with training and development of team members.
- Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
- Managed daily operations of the service department, maintaining a high level of organization and productivity.
- Monitored team's performance and gave feedback when necessary.
- Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
- Updated job knowledge by attending workshops, training sessions and educational opportunities.
- Established strong relationships with clients, ensuring their needs were met and promoting long-term loyalty.
- Ensured all safety protocols were followed, resulting in a safe working environment for employees and customers alike.
- Streamlined service processes, resulting in increased efficiency and reduced operational costs.
- Mentored junior staff members, fostering professional development and career growth opportunities within the company.
- Implemented quality control measures to ensure consistent levels of excellence across all aspects of service delivery.
- Assisted in the recruitment process for new hires within the service department, contributing valuable input on candidate suitability based on experience requirements.
- Fostered a culture of continuous improvement within the service team, encouraging open communication and collaborative problem-solving to overcome challenges.
- Reduced service downtime with proactive maintenance scheduling and quick response to equipment malfunctions.
- Conducted regular performance reviews for staff members, identifying areas for growth and providing constructive feedback.
- Collaborated with cross-functional teams to develop and implement strategies for continuous service improvement.
- Enhanced team performance by implementing effective training programs and regularly evaluating staff progress.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Completed weekly payroll for 30 employees.
- Interceded between employees during arguments and diffused tense situations.
- Responded to customer requests for products, services, and company information.
Education
St. James Senior High School
St. James, MN06.2006
Skills
- Complaint handling
- Service order flow
- Task delegation
- Emotional intelligence
- Management experience
- Progress monitoring
- Policy enforcement
- Workforce planning
- Service delivery
- Employee engagement
- Outstanding prioritization skills
- Supervisory role experience
- Excellent personal service experience
- Critical thinking
- Staff training
- Multitasking and organization
- Microsoft Excel
- Paperwork processing
- Product promotion
- Documentation
- Complaint resolution
- Reading comprehension
- Active listening
- De-escalation techniques
- Service standard compliance
- Information security
- Scheduling
- Customer relations
- Dispute resolution
- Conflict mediation
- Customer service
- Problem-solving
- Time management
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Money handling
- Decision-making
- Problem resolution
- Relationship building
- Computer proficiency
- Data entry
- Task prioritization
- Product knowledge
- Technical troubleshooting
- Team development
- Conflict resolution
- Data collection
- Building rapport
- Cultural awareness
Accomplishments
S.E.R.V.E award winner
Certification
Auto cad
ServSafe (food and alcohol)
Timeline
Auto cad
ServSafe (food and alcohol)
Slot Service Supervisor
Grand Casino Mille Lacs
St. James Senior High School
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