Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Hi, I’m
Kelsey Dunlap
Charleston,WV
Summary
Overview
15
years of professional experience
Work History
Vensure Empolyer Service
Senior Client Relations Specialist
02.2022 - Current
Job overview
- Enhanced customer loyalty by conducting regular check-ins, offering personalized attention, and promptly resolving any issues that arose.
- Served as a trusted advisor for clients'' business strategies, providing valuable insights on market conditions and competitors'' activities.
- Collaborated with cross-functional teams to ensure timely delivery of solutions to meet client expectations.
- Established long-term partnerships with key stakeholders in multiple industries, bolstering the company''s reputation as an industry expert.
- Initiated proactive outreach campaigns to secure additional business from dormant accounts, resulting in increased revenue opportunities.
- Implemented customer feedback loops for continuous improvement in product offerings and service levels provided.
- Coordinated closely with sales teams to develop targeted marketing strategies that drove successful account expansion efforts.
- Managed customer relations on ongoing basis to maximize customer retention.
- Made customers aware of current and new programs and services.
Mardi Gras Casino & Resort
Table Games Pit Manager
08.2011 - 01.2022
Job overview
- Continuously updated knowledge on current gaming trends, enabling proactive adjustments to stay competitive within the market.
- Conducted regular evaluations of staff performance, identifying opportunities for professional growth and development.
- Ensured seamless communication between pit staff and other departments, facilitating a coordinated approach to guest services throughout the property.
- Promoted teamwork among staff members, fostering a positive work environment conducive to high-quality service delivery.
- Handled escalated patron issues promptly and professionally, often turning potentially negative situations into positive experiences that fostered ongoing patronage and loyalty.
- Maintained accurate records of all transactions, adhering to strict audit guidelines and ensuring full compliance with internal controls.
- Maintained customer loyalty to casino with expert and immediate handling of complaints.
- Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
- Streamlined operations through efficient scheduling, personnel management, and resource allocation.
Buffalo Wild Wings
Server
11.2009 - 01.2012
Job overview
- 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.
- Cultivated warm relationships with regular customers.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
Education
West Virginia State UniversityInstitute, WV
No Degree from Accounting And Finance
05.2013
University Overview
Status: incomplete
- Study Abroad: Costa Rica, Minor in Spanish
St. albans high school
High school diploma
05.2008
University Overview
Skills
Background in job specific software programs necessary for operations
Knowledge and use of Microsoft Word and Excel to communicate and report data to other departments to help identify strengths and weaknesses of current operations
Ability to multitask and prioritize job duties to allow for an effective, positive, and profitable work environment
Organizational skills related to time management and fulfilling staffing needs to maximize financial function
Effective communication skills via email, phone, and person allowing other departments to operate more efficiently
Creative solutions
Relationship Management
Training and mentoring
Relevant Job Experience
Relevant Job Experience
- Keeps customer experience and relations with staff and company positive.
- Flexible to meet company needs. In the last year, I’ve worked with every shift around the clock with little to no conflict and help maintain a positive work environment.
- Communicate between director and management, other table games sections, security, and HR departments to allow for effective flow of necessary information
- Track movements of money from player to player and dealers to ensure compliance and detect fraud.
- Engage customers and staff to monitor suspicious activity to report
- Have added numerous certifications to enable company to use my skills more broadly and allow myself to be more versatile
Activities
Activities
I’ve recently became a mother so most of my activities revolve around making sure my son is always smiling. Its taught me a lot about dependence and servitude, although I thought I already knew enough about those things. I do enjoy podcasts, reading, and just learning about things and people who were extraordinary. I enjoy college football in the fall and anything that gets me sunburnt during summer. One passion for volunteering I’ve found fulfilling is fostering animals who need temporary homes. My German Shepherd probably enjoys that more than I do, but nonetheless it’s a small calling I’ve really found that helps me give back to a community who can’t really speak for themselves when they need help.Availability
See my work availability
Not Available
Available
monday
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morning
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evening
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Timeline
Senior Client Relations Specialist
Vensure Empolyer Service
02.2022 - Current
Table Games Pit Manager
Mardi Gras Casino & Resort
08.2011 - 01.2022
Server
Buffalo Wild Wings
11.2009 - 01.2012
West Virginia State University
No Degree from Accounting And Finance
St. albans high school
High school diploma
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