Laurie Morris
Las Vegas,NV
Summary
Proven Customer Service Representative with a track record of enhancing customer loyalty at Caesars Entertainment, adept at resolving high-stress situations with professionalism and empathy. Skilled in active listening and critical thinking, significantly improving client retention. Proficient in Microsoft Excel and administrative support, demonstrating a commitment to service excellence and problem resolution.
Overview
10
10
years of professional experience
Work History
Bartender/Server
Las Vegas Convention And Visitors
11.2013 - 12.2020
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
Customer Service Representative
Caesars Entertainment
02.2016 - 12.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
High School Diploma - General Studies
David Starr Jordan
Long Beach, CA01.1978
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
- Computer Proficiency
- Money handling abilities
- Microsoft Excel
- Microsoft Outlook
- Scheduling
- Order Processing
- Administrative Support
- Clerical Support
Timeline
Customer Service Representative
Caesars Entertainment
02.2016 - 12.2023
Bartender/Server
Las Vegas Convention And Visitors
11.2013 - 12.2020
High School Diploma - General Studies
David Starr Jordan
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