KAYLA KING
Las Vegas,NV
Summary
Call Center Representative versed in customer support in high call volume environments. Excellent computer skills and telephone etiquette. Quick thinking team player that also works well independently.
Overview
11
11
years of professional experience
Work History
Call Center Agent
NYU Langone Health-Patient Access Center
08.2021 - Current
- Progressed from ACR 1-ACR 3
- Assisted with mentoring nesting for teams 13 and 14 by answering questions and providing resources
- Experience using Salesforce, EPIC, Excel and Microsoft systems
- Trained in women's health, radiology, outbound, PRS, Specialty 1 and 2.
Call Center Agent
Bally's Las Vegas Hotel & Casino
05.2017 - 08.2021
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Determine customer needs by asking relevant questions and listening actively to the responses.
- Helped drive sales goals and achieve monthly quotas.
- Documented all customer inquiries and comments thoroughly and quickly.
- Routinely answered customer questions regarding shows and pricing.
- Asked open-ended questions to assess customer needs.
Front Desk Night Auditor
Silver Sevens Hotel & Casino
12.2016 - 05.2017
- Logged wake-up call requests and set up automatic rings in system.
- Balanced hotel accounts and resolved discrepancies.
- Checked requests and room service for accuracy and any needed assistance.
- Performed nightly updates to room charges and rates.
- Reviewed checklist on a daily basis and planned shift accordingly.
- Completed late check-ins and directed guests to rooms and facilities.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Verified that personal and payment information on guest accounts was accurate and complete.
Guest Service Representative
Silver Sevens Hotel & Casino
08.2015 - 12.2016
- Settle guest's accounts/bills and collect correct methods of payments.
- Answer a multi-line phone system in a professional manner.
- Assist guests with their luggage.
- Dispatch all housekeeping, engineering, and evs calls.
- Resolving all guest complaints and making the proper accommodations.
- Answer basic property questions regarding rooms, restaurants, and entertainment for the guests.
- Executed a positive demeanor to each and every visitor who approached the front desk.
- Collected deposits, fees and payments.
- Reported maintenance problems to the appropriate personnel.
- Maintained full knowledge of current and upcoming promotions.
- Redeemed free-play and dining coupons for customers.
Sales Representative
SILVER SEVENS HOTEL AND CASINO
06.2014 - 08.2015
- Help modify schedules and order popular souvenirs.
- Provide a friendly and welcoming environment for new and recurring customers.
Education
High School Diploma -
Adult Education
Las Vegas, NV06-2017
Skills
ACR 3
I am a detail oriented individual that strives to make a positive impact on others and create a safe environment for peers my to reach out for help Always keeping an open mind on ways that i can improve and applying all given feedback to future interactions
Timeline
Call Center Agent
NYU Langone Health-Patient Access Center
08.2021 - Current
Call Center Agent
Bally's Las Vegas Hotel & Casino
05.2017 - 08.2021
Front Desk Night Auditor
Silver Sevens Hotel & Casino
12.2016 - 05.2017
Guest Service Representative
Silver Sevens Hotel & Casino
08.2015 - 12.2016
Sales Representative
SILVER SEVENS HOTEL AND CASINO
06.2014 - 08.2015
High School Diploma -
Adult Education
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