Katherine Cole

Responsible for:

Scheduling and maintaining coverage of employees

Balancing all money and lottery deposits daily

Balancing all cash in fuel center

Maintaining and ordering all supplies needed for fuel center and personel

Transferring product back and forth from store and fuel center and maintaining correct balance on hands

Ordering all products and maintaining tobacco

Keeping product up to date and returning outdated product

Merchandising and keeping product rotated

Maintaining and reaching sales goals

Responsible for:

Selling and Cashing tickets- Accepting wagers from customers issuing betting slips, and paying out winnings

Explaining Betting options- Assisting customers in understanding different types of bets

Handling Cash Transactions- Managing money, ensuring accurate cash handling, and reconciling transactions at the end of shift

Operating betting terminal- Using computerized betting system to process wagers and print tickets

Verifying Winnings- Checking tickets for accuracy and confirming payouts according to race results

Providing Customer Service- Answering questions, resolving disputes and maintaining professional demeanor

Ensuring Compliance- Following gambling regulations, age verification laws, and track policies to prevent fraud and underage betting

Maintaining Accuracy- Double checking transactions to avoid errors that could lead to financial discrepancies

Responsible for:

Assisting customers with various inquiries, technical issues, an service requests

Customer Support- answering incoming calls and addressing customer questions about packaging, billing, service availability and promotions

Technical Assistance- troubleshooting cable tv, internet, an phone service issues through basic fixes and escalating complex problems to technicians

Billing and payments- explaining charges, processing payments, setting up payment arrangements, and handling billing disputes

Account Management- Assisting with new service activations, plan changes, cancellations, and equipment returns

Scheduling Appointments- booking service calls or tech visits for installation, repairs, or upgrades

Handling Complaints- resolving complaints professionally, issuing service credits when needed and escalating unresolved issues

Data Entry and Documentation- logging customer interactions, updating account information, and ensuring accuate records

Providing a Positive Experience- maintaining a friendly and professional tone, ensuring customer satisfaction, and retaining customers through problem resolution and personalized service

Managing a team of representatives providing guidance and support

Monitoring agent performance and ensuring adherence to company standards

Conducting team meetings to communicate updates, goals, and expectations

Providing regular feedback, coaching, and training to improve agent performance

Handling escalated customer complaints and resolving complex service issues

Ensuring customer concerns are addressed efficiently and properly

Preparing reports on team performance, customer feedback, and service trends

Adjusting shifts and handling time off request as well as adjusting shifts to ensure adequate coverage during peak hours

Enforcing work place policies related to attentance, professionalism, and call handling