Kelly Hatch
Philadelphia,PA
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Game Presenter
Evolution Gaming
10.2024 - Current
- Deal Blackjack for players using online casino applications.
- Promoted responsible gaming practices, intervening when necessary to address potential problem gambling behaviors.
- Monitored gameplay for fairness, promptly addressing any discrepancies or disputes.
- Adhered to company policies and procedures while demonstrating excellent time management skills in a fast-paced environment.
- Engage with the players to make a safe and fun playing environment.
- Continuously improved presentation skills by incorporating feedback from supervisors, peers, and players to deliver an exceptional gaming experience.
- Shuffling.
- Maintain a successful game count for the month.
- Performed regular equipment checks to ensure optimal functionality during live game sessions.
Customer Expirience Agent
Penn Interactive
11.2023 - 10.2024
- Utilized online chat, and email platforms to deliver outstanding customer service.
- Assisted patrons with questions regarding sportsbook wagers, house rules, and verifications.
- Requested documents via email for verification process.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Met customer call guidelines for service levels, handle time and productivity.
Member Services Specialist
Results Cx
07.2021 - 11.2023
- Received high volume incoming calls from members regarding Medicare and state benefits.
- Monitored feedback from members regularly, implementing improvements based on their suggestions and needs.
- Managed complex membership accounts, ensuring accurate record-keeping and timely updates.
- Resolved escalated member issues professionally, demonstrating empathy and understanding while maintaining company guidelines.
- Communicated via email with internal departments regarding members authorizations and demographic changes.
- Provided members with up to date details on benefits and any changes.
- Performed welcome calls to new members,
- Communicated via email with managers regarding any member accounts that needed immediate attention.
- Assisted members with finding providers, assigning new primary care providers and transportation reservations.
- Utilized advanced problem-solving skills to address unique concerns or requests from individual members.
Jewelry Consultant
The Jewelry Exchange
12.2014 - 02.2017
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Conducted regular cleaning and maintenance of jewelry displays to maintain an appealing showroom appearance for customers.
- Collaborated with team members to achieve collective sales targets.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Supported store management by performing administrative tasks, including scheduling appointments and processing transactions accurately.
Beauty Advisor
Macy's Clinique
08.2014 - 12.2014
- Educated customers on proper product usage techniques, fostering confidence in their ability to replicate results at home.
- Maintained an organized and visually appealing product display, resulting in increased customer interest and engagement.
- Processed payments, entering sales in register for prompt customer service.
- Increased sales revenue by effectively upselling and cross-selling beauty items based on client needs.
- Opening and closing duties, cleaning all displays, cash out registers, restock and make deposit drop.
- Participated in ongoing training sessions to continuously improve skills and stay informed about the latest innovations in the beauty industry.
Customer Service Representative
Grid One Solutions
05.2012 - 05.2014
- Scheduled appointments for electric meter changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Made outbound calls to request access to meters and answer any questions and concerns.
- Notated customer accounts accurately with any specific details for our technicians.
- Assisted technicians via phone.
- Collaborated with management to resolve customer complaints.
Education
High School Diploma -
John Adams High School
06.2005
Skills
- Problem-solving
- Time management
- Multitasking skills
- Teamwork and collaboration
- Reliability
- Excellent communication
- Written communication
- Active listening
- Organizational skills
- Relationship building
Certification
Certified Bartender, 03/01/18, Present
Additional Information
Organized, Team player, Dependable, Punctual, Detail oriented, Professional and personable
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Game Presenter
Evolution Gaming
10.2024 - Current
Customer Expirience Agent
Penn Interactive
11.2023 - 10.2024
Member Services Specialist
Results Cx
07.2021 - 11.2023
Jewelry Consultant
The Jewelry Exchange
12.2014 - 02.2017
Beauty Advisor
Macy's Clinique
08.2014 - 12.2014
Customer Service Representative
Grid One Solutions
05.2012 - 05.2014
High School Diploma -
John Adams High School
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