KIMBERLY Berg
Cody
Summary
Business professional with over ten years of hospitality experience, skilled in supervision and meticulous task management. Demonstrates a proven ability to drive results, foster trusting relationships, innovate, and streamline office systems to optimize outcomes, while adhering to company values.
Overview
4
4
years of professional experience
Work History
Direct Marketing Project Manager
Boyd Gaming
Las Vegas
12.2024 - 05.2025
- Developed comprehensive marketing project plans aligning with company objectives.
- Collaborated with cross-functional teams to ensure timely project execution.
- Facilitated regular meetings to communicate project updates and gather feedback.
- Managed the production of promotional materials such as brochures, flyers and ads.
Customer Support Supervisor
Venum
11.2023 - 09.2024
- Supervise and mentoring the customer service team, providing guidance and support.
- Analyze and improve CS performance through regular assessments and feedback.
- Created and enhanced service processes to increase efficiency and customer satisfaction.
- Applied strong problem-solving skills to rework and address customer and team issues promptly.
Service Excellence Optimizer (QA)
WynnBET (Wynn)
05.2023 - 11.2023
- Maintained the departmental Quality Assurance (QA) process for NV, NJ, and Malta, monitoring calls, chats, and emails.
- Evaluated existing training programs' effectiveness and ROIs for opportunities for continuous improvement and enhancement.
- Created and submitted quality assurance reports including measuring KPIs, FTEs, and other metrics.
- Consulted with WynnBET Executive Leadership, Administration, and Human Resources teams to identify training needs and formulate training tools and processes to meet those needs.
Customer Service Suppervisor
WynnBET (Wynn)
02.2021 - 05.2023
- Develop positive relationships with other departments and third-party companies, providing training, coaching, and daily support.
- Identify and report on improvement areas for Customer Experience within the business, and develop plans to exceed service level expectations.
- Monitor the quality of the team's activity across all platforms: live chat, phone, and email.
- Monitor potential issues and improve the customer experience.
Skills
- Strong organizational and time management skills
- Exceptional communication and interpersonal skills
- Ability to work independently and as part of a team
- Detail-oriented
- Ability to handle multiple tasks simultaneously
- Experience in managing budgets
- Experience in handling financial documents
- Global Customer Service Manager
- Service Excellence Optimizer (QA)
- Customer Support Supervisor
Leadership And Awards
- Diversity & Inclusion Leadership Award, 10/01/18
- STAR of the Month Award, Wynn Las Vegas, 09/01/18
- Personal Success Institute Seminar, 01/01/13
- Pacesetter Leadership Dynamics, 07/01/13 - 10/01/13
Timeline
Direct Marketing Project Manager
Boyd Gaming
12.2024 - 05.2025
Customer Support Supervisor
Venum
11.2023 - 09.2024
Service Excellence Optimizer (QA)
WynnBET (Wynn)
05.2023 - 11.2023
Customer Service Suppervisor
WynnBET (Wynn)
02.2021 - 05.2023
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