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
Slot Service Supervisor
Grand Casino Mille Lacs
St. James Senior High School
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