Lisa Son-McMahon

• Customarily and regularly provides technical support to all customers via trouble tickets, telephone, and email

• Actively investigates and resolves software and hardware problems for users and issues trouble ticket reporting on all other problems

• Provides exceptional and timely customer support with a high degree of product knowledge

• Serves as level 1 point of escalation for urgent customer issues

• Works with product teams on support projects focusing on quality and productivity improvement

• Works with development teams in performing product analysis identifying trends and market demands; recommends product enhancements

• Maintains documentation for all support activities including product development, enhancement, engineering, and marketing activities

• Assists with developing and maintaining processes, procedures, and customer related documentation

• Assists patrons with the completion of transactions; provides explanation for any transaction denials

• Utilizes customer feedback to make improvement suggestions on products and services for better service delivery

• Maintains the security and confidentiality of all patron and transaction data, protecting the consumer and Everi from liability through strict adherence to all applicable laws and standard operating procedures

• Creates product support documentation and contributes knowledge-based articles as required or needed

• Supervised team of agents answering calls for 4 properties
• Trained new agents on procedures of hotels and casinos
• Improved training materials for new agents
• Informed guest of current updated information regarding hotel and casinos
• Addressed any concerns agents had brought up
• Resolve customer complaints or answer customers' questions regarding policies and procedures
• Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
• Train or instruct employees in job duties or company policies or arrange for training to be provided
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems
• Implement corporate or departmental policies, procedures, and service standards in conjunction with management
• Input Data entry daily
• Develop work schedules according to budgets and workloads
• Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls
• Calculate and quote charges for services such as long-distance connections
• Offer special assistance to persons such as those who are unable to dial or who are in emergency situations
• Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls
• Update directory information.

• Greeted customers and provided friendly, knowledgeable service.
• Coordinated with servers and bartenders to maintain smooth operation of bar area.
• Restocked glassware, cleaned tables and organized supplies to meet demanding trading periods throughout shift.
• Collected trash, wiped up spills, and removed trays to maintain fresh and clean customer areas.
• Checked ID, handled payment for cover charge
• Provided a tour of the location and what the bar had to offer
• Replaced empty kegs and soda syrups.
• Transported dirty utensils, dishes, and trays to kitchen to help team stay on top of cleaning.
• Connected and disconnected video games, tv, light and audio systems
• Checked in and out video games and controllers
• Maintained a cleaned, organized and safe environment

• Communication- Verbaland Non-Verbal
• Operate telephone switchboards and systems to advance and completeconnections, including those for local, long distance, pay telephone,mobile, person-to-person, and emergency calls
• Provide assistance for customers with special billing requests
• Promote company products, services, and savings plans whenappropriate
• Operate paging systems or other systems of bells or buzzers to notifyrecipients of incoming calls
• Update directory information
• Created, reviewed, and submit guest reservations request via directlythrough the hotel, via 3rd party, also player compensation rewards
• Keep records of customer interactions or transactions, recording detailsof inquiries, complaints, or comments, as well as actions taken
• Check to ensure that appropriate changes were made to resolvecustomers' problems
• Determine charges for services requested, collect deposits or payments,or arrange for billing
• Resolve customers' service or billing complaints by performing activitiessuch as exchanging merchandise, refunding money, or adjusting bills.

• Confer with customers by telephone or in person to provide informationabout products or services, take or enter orders, cancel accounts, orobtain details of complaints
• Keep records of customer interactions or transactions, recording detailsof inquiries, complaints, or comments, as well as actions taken
• Check to ensure that appropriate changes were made to resolvecustomers' problems
• Promote company products, services, and savings plans whenappropriate
• Handled high volume of calls
• Provided troubleshooting for customers
• Handled when guest needed to escalate their calls

• Check with customers to ensure that they are enjoying their meals and take action to correct any problems
• Collect payments from customers
• Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff
• Prepare checks that itemize and total meal costs and sales taxes
• Take orders from patrons for food or beverages
• Serve food or beverages to patrons, and prepare or serve specialty dishes at tables as required
• Clean tables or counters after patrons have finished dining
• Prepare hot, cold, and mixed drinks for patrons
• Roll silverware, set up food stations or set up dining areas
• Stock service areas with supplies such as coffee, food, tableware, and linens
• Remove dishes and glasses from tables or counters, take them to kitchen for cleaning
• Assist host or hostess by answering phones to take reservations or to-go orders, and by greeting, seating, and thanking guests
• Perform cleaning duties, such as sweeping and mopping floors, vacuuming carpet, tidying up server station, taking out trash, or checking and cleaning bathroom
• Perform food preparation duties such as preparing salads, appetizers, and cold dishes, portioning desserts, and brewing coffee
• Escort customers to their tables
• Fill salt, pepper, sugar, cream, condiment, and napkin containers
• Garnish and decorate dishes in preparation for serving
• Provide guests with information about local areas, including giving directions.