Kristy Zapata
Henderson
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. Aiming to leverage my skills to successfully fill the VIP Lounge Manger position at your company.
Overview
9
9
years of professional experience
Work History
VIP Lounge Representative
MGM Grand Casino
06.2023 - Current
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Checking VIP guest in and out of their hotel reservation.
- Booking transportation and dinner reservations for our high priority guest to get to and from the Airport.
- Ability to assist all host with editing a reservation.
Account Manager
Barclays
08.2022 - 06.2023
- Contacted customers to discuss late payments and options for remitting amounts due
- Researched accounts and completed due diligence to resolve collection problems.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods and/or program options.
- Ability to process and schedule payments using all mandatory disclosures.
VIP Service Representative
The Cosmopolitan Hotel and Casino
06.2021 - 07.2022
- Explained game instructions and rules to customers.
- Responded to inquiries by addressing player questions about game operations, machine functions and payouts.
- Maintained a working knowledge of Casino facilities, as well as current and upcoming special events
- Answering calls/E-mails to provide guest with answers to all situations.
- Loading accurate promotional offers onto guests player cards.
Cage Cashier
Sunset Station Hotel & Casino
06.2019 - 05.2020
- Processed various cash transactions and answered gaming customer questions.
- Quickly and accurately counted drawers at start and end of each shift.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Monitored customer transactions to detect suspicious or fraudulent activity.
- Performed check cashing and credit card transactions for customers based on company policies.
- Understood and consistently followed gaming commission rules governing establishment activities.
Customer Service Representative
Costco.com
08.2018 - 06.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Communicate with different vendors when needed.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
Customer Service Supervisor
Burlington Coat Factory Department Store
06.2016 - 08.2018
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Controlled store inventory and reviewed cash handling and operations reports.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Trained and developed new employees for ease of transition into team.
- Completed daily paperwork and computer entry of sales data as established by management.
Education
GED -
Penn Foster
Scottsdale, AZ06-2002
Skills
- Effective communication
- Customer support
- Customer relations
- Leadership
- Microsoft Excel
Jumpstart
Completed the Jumpstart program.
Timeline
VIP Lounge Representative
MGM Grand Casino
06.2023 - Current
Account Manager
Barclays
08.2022 - 06.2023
VIP Service Representative
The Cosmopolitan Hotel and Casino
06.2021 - 07.2022
Cage Cashier
Sunset Station Hotel & Casino
06.2019 - 05.2020
Customer Service Representative
Costco.com
08.2018 - 06.2019
Customer Service Supervisor
Burlington Coat Factory Department Store
06.2016 - 08.2018
GED -
Penn Foster
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