Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Kristen O'Keefe

Dekalb,IL

Summary

Motivated Executive Casino Host with over 5 years of comprehensive experience retaining prestigious, high-roller customers in casinos. Skillful in efficiently responding to customer needs, promoting programs and promotions and organizing and coordinating special services, including cross-property events, transportation and hotel accommodations. Focused and friendly professional comfortable working in competitive, fast-paced environment.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Executive Casino Host

Penn Entertainment
Aurora, IL
02.2016 - Current
  • Devoted significant time being visible and available on casino floor to meet and greet guests during individual visits and special events.
  • Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
  • Structured time to visit with supervisors in slots, table games and food and beverage areas to mitigate problems or issues involving VIP players.
  • Achieved goals and objectives for phone calls, e-mails and letters mailed to current, inactive and prospective high-end players for increased casino revenue.
  • Planned and executed promotions and VIP events, tournaments and other special functions to develop and maintain guest loyalty and incremental visitation.
  • Maintained detailed familiarity with high-value players and guests of casino and researched and identified most valuable players and guests in distinctive time frames
  • Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps
  • Collaborated with over 7 departments to resolve customer complaints and issues to guarantee seamless satisfaction, boosting customer satisfaction ratings 90%
  • Organized and coordinated show reservations, guest rooms and meals to provide guests with optimum convenience and comfort
  • Informed guests of events and promotions by assisting marketing department in sending emails and making phone calls
  • Maintained customer loyalty to casino with expert and immediate handling of complaints
  • Satisfied VIP clients with complimentary benefits to encourage continued game play

Ecommerce Coding Trainer

Gladson LLC
Lisle, IL
03.2007 - 02.2016
  • Quality checked all data entry to ensure accuracy and consistency
  • Completed Quality Assurance batches, reviewed corresponding images to ensure compliance to Gladson standards and post UPCs in batch for upload to client database
  • Trained classes of 10 coders, re-training and coaching coders when necessary
  • Kept coding guidelines current with new information/new requirements and complete special projects as coordinated with Supervisor.
  • Learned new skills and applied to daily tasks to improve efficiency and productivity
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
  • Delivered services to customer locations within specific timeframes
  • Led projects and analyzed data to identify opportunities for improvement
  • Worked flexible hours across night, weekend and holiday shifts

Education

Some College (No Degree) - Music Education

Evangel University
Springfield, MO

Some College (No Degree) - Music

Waubonsee Community College
Sugar Grove, IL

High School Diploma -

Prairie Home High School
Oswego, IL
1999

Skills

  • Customer Inquiries
  • Team Goals
  • Customer Accounts Management
  • Critical Thinking
  • Call Center Customer Service
  • Customer Experience
  • Customer Retention
  • Quality Assurance
  • Casino Industry Knowledge
  • Special Event Promotion
  • VIP Services
  • Marketing Initiatives

Accomplishments

  • Achieved project goals by effectively telemarketing inactive guests
  • Built and managed book of business
  • Drove revenue and increased casino profitability

Certification

  • Title 31 Compliance - Current
  • Responsible Gaming - Current
  • Payment Card Industry (PCI) Data Security - Current
  • Know Your Customer Procedures and Compliance - Current
  • Safety Essentials - Bloodborne Pathogens Course - Current
  • Beverage Alcohol Sellers and Servers Education and Training (BASSETT) - Current

Timeline

Executive Casino Host

Penn Entertainment
02.2016 - Current

Ecommerce Coding Trainer

Gladson LLC
03.2007 - 02.2016

Some College (No Degree) - Music Education

Evangel University

Some College (No Degree) - Music

Waubonsee Community College

High School Diploma -

Prairie Home High School

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Kristen O'Keefe