Kelsey Misciascio
Denver,CO
Summary
Personable VIP Casino Host known for high productivity and efficiency in task completion. Skilled in customer service, conflict resolution, and relationship building to enhance VIP experiences. Possess strong communication, organizational, and interpersonal skills and excel at building loyal customer bases through attentive service and tailored experiences.
Overview
5
5
years of professional experience
Work History
VIP Casino Host
BetMGM
06.2024 - Current
- Maintaining a book of business consisting of 250-300 VIP Casino players
- Establishing strong relationships with high-value players through personalized phone calls, emails, and text messaging
- Issuing rewards to guests to encourage continued play and high-dollar spending.
- Assisting guests with site inquiries, resolving issues promptly and professionally
- Coordinating guest experiences by arranging reservations, event tickets, and entertainment options to keep them active and engaged
- Actively seeking feedback from VIP customers regarding their experiences at the casino to enhance personal performance
VIP Account Associate – Casino
BetMGM
11.2021 - 06.2024
- Promoted to VIP Casino host in June 2021
- Outreached to 375 players minimum weekly to increase site engagement
- Analyzed account activity daily to issue incentives to help increase department net gaming revenue
- Collaborated with cross-functional teams to resolve client inquiries efficiently.
- Resolved guest inquiries and concerns promptly, ensuring positive experiences
- Facilitated communication between clients and internal departments effectively
Player Experience Specialist
Barstool Sportsbook
06.2021 - 11.2021
- Investigated and resolved player issues related to KYC verification, deposits and withdrawals, promotions, technical site issues, and casino/ sports betting related inquiries
- Delivered efficient, real time customer support by resolving issues for multiple players concurrently (up to three) via chat
- Maintained accurate documentation of all client interactions using CRM tools such as Zendesk
Education
Bachelor of Science - Sport and Recreation Management
Temple University School of Sport, Tourism and Hospitality Management
Philadelphia, PA 08.2017 - 05/2021
Skills
- Client relationship management
- Exceptional written and verbal communication
- Effective conflict resolution/ de-escalation
- Time management/ multitasking
Timeline
VIP Casino Host
BetMGM
06.2024 - Current
VIP Account Associate – Casino
BetMGM
11.2021 - 06.2024
Player Experience Specialist
Barstool Sportsbook
06.2021 - 11.2021
Bachelor of Science - Sport and Recreation Management
Temple University School of Sport, Tourism and Hospitality Management
08.2017 - 05/2021