Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kimberly Jackson

Indianapolis,IN

Summary

  • Dedicated Customer Service Representative backed with more than 10 years experience in customer relations. Motivated to maintain customer satisfaction and to contribute to the success of the organization. Proven ability to establish rapport with clients and exceed targets on the production floor.

Overview

12
12
years of professional experience

Work History

Sportsbook Ticket Writer

HORSESHOE CASINO
Shelbyville, IN
08.2019 - Current
  • Promotes and provides excellent guest service experiences to both internal and external guests.
  • Writes and cashes tickets in accordance with departmental policy and ensure Title 31 compliance.
  • Ability to handle and deal with verbal and/behavioral conflicts.
  • Educate guests on how to wager on all sporting events.
  • Perform basic math for counting currency issued.
  • Maintain and balance cash drawer.
  • Ensures compliance with Horseshoe Casino and Indiana Department Gaming Commission rules and regulations and internal controls.
  • Calls for MTL support when writing bets requiring MTL paperwork
  • Reports any problems or suspicious activities to Sports Book Supervisor.

Horse Racing Mutual Teller

HORSESHOE CASINO
Shelbyville, IN
03.2016 - 08.2019
  • Greet customers; input betting information into computer; printed tickets; accepts money and gives tickets and change to customers.
  • Accurately maintained bank.
  • Verified winning tickets.
  • Handled and solves any concerns and questions by customers.
  • Explained wagering information when needed
  • Maintained and updated Betting Boards or Televisions for customers to view.
  • Maintained knowledge of pari-mutuel wagering including reading tickets sold, tote keyboard, and basic racing terminology.
  • Provided customers with a list of scratches for tracks or results for the race.

Remote Customer Support Agent (temp)

SYKES/SITEL GROUP
Indianapolis, IN
12.2015 - 02.2016
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Partnered with team members to meet or exceed business metrics while providing excellent customer service
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Multitasked and navigated through multiple systems

Revenue Tax Specialist (temp)

Department of Revenue
Indianapolis, IN
01.2014 - 11.2015
  • Performed technical investigations for the Indiana Department of Revenue (DOR)
  • Examined, reviewed, assessed, and collected various State taxes
  • Applied laws, rules, and regulations to the most difficult and complex tax compliance determinations
  • Determined eligibility for tax benefit programs, credits, and deductions
  • Reviewed and evaluated the accuracy of assessments/adjustments made by other staff
  • Served as a team leader and subject matter expert in the complex areas of taxation, approving payment plans, assisting with training, and guiding new and/or less senior tax examiners.

Customer Service Representative

Click & Park (SuperBowl 46)
Indianapolis, IN
01.2012 - 02.2012
  • Assisted customers in navigating the website in order to place online orders for park and ride service.
  • Used highly effective selling skills while properly engaging and presenting solutions to customers.
  • Assisted customers by ordering items from various vendors, pro shop for Super Bowl XLVI apparel.
  • · Provided customers with a clear understanding of charges and payment methods.
  • Assisted with any questions regarding restaurants, activities etc in the city.

Education

Some College (No Degree) - Medical Office Management

Harrison College - Indianapolis
Indianapolis, IN
2016

Skills

  • Customer Service
  • Active Listening
  • Critical Thinking
  • Problem-solving skills
  • Strong interpersonal skills
  • Computer Skills
  • Microsoft Office
  • Organizational Skills
  • Team Player

Timeline

Sportsbook Ticket Writer

HORSESHOE CASINO
08.2019 - Current

Horse Racing Mutual Teller

HORSESHOE CASINO
03.2016 - 08.2019

Remote Customer Support Agent (temp)

SYKES/SITEL GROUP
12.2015 - 02.2016

Revenue Tax Specialist (temp)

Department of Revenue
01.2014 - 11.2015

Customer Service Representative

Click & Park (SuperBowl 46)
01.2012 - 02.2012

Some College (No Degree) - Medical Office Management

Harrison College - Indianapolis

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Kimberly Jackson