Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Keianna Red

Milwaukee ,WI

Summary

Dynamic Shift Manager at Potawatomi Hotel & Casino with a proven track record in employee training and customer service excellence. Skilled in decision-making and cash handling, I enhanced team performance and consistently achieved high customer satisfaction through effective problem-solving and proactive engagement.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Shift Manager

Potawatomi Hotel & Casino
08.2023 - Current
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
  • Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
  • Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
  • Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
  • Adhered to company standards and compliance requirements for operations and cleanliness of areas.
  • Ensured strict adherence to safety guidelines, reducing workplace accidents and incidents significantly over time.
  • Contributed to increased sales revenue by motivating staff to achieve individual and team goals consistently.
  • Scheduled staff to establish adequate coverage during peak business hours.

Retention Agent

Spectrum
09.2021 - 07.2023
  • Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.
  • Trained new hires on company policies and procedures to ensure consistent performance across the team.
  • Initiated proactive outreach to customers at risk of cancellation, leading to increased loyalty.
  • Collaborated with other departments to resolve complex issues, improving overall customer experience.
  • Reviewed account histories and analyzed trends to anticipate potential attrition, proactively taking action when needed.
  • Assisted colleagues with difficult cases by offering guidance and sharing expertise from past experiences as a Retention Agent.
  • Maintained detailed records of interactions with clients for accurate reporting purposes.
  • Analyzed customer feedback to identify areas for improvement, implementing necessary changes for better results.
  • Implemented upselling techniques based on client preferences, generating additional revenue opportunities without compromising satisfaction levels.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Developed and implemented onboarding and orientation programs for new employees.
  • Advocated for staff members, helping to identify and resolve conflicts.

Machine Operator

Bimbo Bakeries
08.2020 - 08.2021
  • Followed detailed instructions to operate machines with accuracy and produce quality products.
  • Set up and adjusted equipment and properly configured machines for daily operation.
  • Complied with company and OSHA safety rules and regulations.
  • Trained new employees on proper machine operation, ensuring adherence to company standards and safety guidelines.
  • Maintained open communication lines with supervisors regarding project status updates, potential delays, or any concerns affecting production timelines.
  • Collaborated with team members to optimize production processes and improve overall performance.
  • Reduced downtime by conducting regular equipment inspections and identifying necessary repairs.
  • Upheld high-quality standards while meeting tight deadlines during periods of increased demand.

Server

Potawatomi Hotel & Casino
04.2018 - 04.2020
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
  • Explained menu items and suggested appropriate options for food allergy concerns.

Host

Potawatomi Hotel & Casino
08.2015 - 04.2018
  • Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
  • Answered customer questions about hours, seating, and menu information.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
  • Monitored seating area and checked restrooms regularly to keep spotless.
  • Maintained up-to-date knowledge of menu offerings and daily specials to accurately inform guests about their options.
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Seated patrons based on guest preferences and seating availability.

Steward

Potawatomi Bingo Casino
02.2014 - 08.2015
  • Performed thorough cleaning tasks after each shift, maintaining a spotless work area for colleagues and patrons alike.
  • Supported banquet events by efficiently preparing tables, serving guests, and clearing dishes promptly after completion.
  • Scraped, washed and efficiently restacked dishware, utensils, and glassware to keep kitchen ready for customer demands.
  • Enhanced customer satisfaction by providing exceptional service and attending to passenger needs.
  • Greeted guests and asked open-ended questions to help determine needs and offer options.
  • Contributed to overall guest satisfaction by promptly addressing inquiries or requests made throughout their stay.
  • Assisted in the efficient preparation and presentation of meals, contributing to a seamless dining experience.

Daycare Teacher

Tammy's Tots Childcare Center
02.2007 - 02.2014
  • Sanitized toys and play equipment each day to maintain safety and cleanliness.
  • Provided a safe and nurturing environment for children, regularly monitoring indoor and outdoor spaces for potential hazards.
  • Actively encouraged children to develop their communication, problem-solving and social skills.
  • Maintained tidy environment to comply with cleanliness and sanitation standards.
  • Documented behavior, development and learning of children to enable tracking history and maintain accurate records.
  • Maintained accurate documentation of student progress, behavior incidents, and parent-teacher conferences for review as needed.
  • Collaborated with fellow daycare teachers to create a cohesive educational experience across all classrooms within the center.

Cashier

Rosies Seafood
01.2002 - 01.2007
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Used POS system to enter orders, process payments and issue receipts.
  • Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
  • Set up new sales displays each week with fresh merchandise.
  • Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
  • Implemented loss prevention strategies, reducing instances of theft at checkout.
  • Reduced processing errors by meticulously following transaction procedures.
  • Increased sales of promotional items by informing customers about current offers.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Processed refunds and exchanges in accordance with company policy.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Addressed customer needs and made product recommendations to increase sales.
  • Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Facilitated positive shopping experience, greeted customers warmly upon entry.
  • Answered questions about store policies and addressed customer concerns.
  • Developed rapport and fostered brand loyalty by offering personalized service.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
  • Boosted team efficiency, shared best practices in cash handling and customer interaction.
  • Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.
  • Promoted store promotions and incentive programs to increase overall sales revenue.
  • Provided backup support for other departments when needed, showcasing versatility within the retail environment.
  • Ensured accuracy in financial transactions, reconciled cash with receipts daily.
  • Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Streamlined checkout process for increased efficiency and reduced waiting times.
  • Enhanced customer loyalty by participating in rewards program enrollment.
  • Supported marketing initiatives by setting up and maintaining promotional displays.
  • Managed cash drawer accurately, ensuring all transactions balanced at end of day.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
  • Enhanced shopping experience, provided product information and location assistance.
  • Conducted inventory counts by adding each item in stock and documenting in computer system.

Education

GED -

Midwest Adult Academy
Milwaukee, WI
06-2007

Skills

  • Decision-making
  • Customer service focus
  • Employee training
  • Accurate money handling
  • Staff motivation
  • Opening and closing procedures
  • Energetic and enthusiastic
  • Handling customer complaints
  • Relationship building
  • Team development
  • Delegating work
  • Mentoring and coaching
  • Quality assurance
  • Staff training and onboarding
  • Inventory control
  • Staff development
  • Payment processing
  • Documentation and reporting
  • Safety compliance
  • Schedule management
  • Flexible schedule
  • Inventory controls
  • Sales strategies
  • Hiring and recruiting
  • Schedule oversight
  • Supply ordering
  • Team building
  • Shift leadership
  • Policy administration
  • Customer service
  • Problem-solving
  • Active listening
  • Critical thinking
  • Staff supervision
  • Coaching and mentoring

Certification

Serv Safe Alcohol

Serv Safe Food Handler

Bartenders License

Languages

English
Full Professional

Timeline

Shift Manager

Potawatomi Hotel & Casino
08.2023 - Current

Retention Agent

Spectrum
09.2021 - 07.2023

Machine Operator

Bimbo Bakeries
08.2020 - 08.2021

Server

Potawatomi Hotel & Casino
04.2018 - 04.2020

Host

Potawatomi Hotel & Casino
08.2015 - 04.2018

Steward

Potawatomi Bingo Casino
02.2014 - 08.2015

Daycare Teacher

Tammy's Tots Childcare Center
02.2007 - 02.2014

Cashier

Rosies Seafood
01.2002 - 01.2007

GED -

Midwest Adult Academy

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