MA ESPERANZA HARPOOL
Las Vegas,NV
Summary
Dynamic and results-driven professional with a proven track record at Caesar's Digital Corporate Office. Excels in customer service and problem-solving, enhancing loyalty program effectiveness and driving engagement. Known for fostering teamwork and collaboration, while maintaining a friendly demeanor. Adaptable and detail-oriented, committed to continuous improvement and delivering exceptional guest experiences.
Overview
20
20
years of professional experience
Work History
Sportsbook Customer Admin Support
Caesar's Digital Corporate Office
07.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Sportsbook Customer Support
Caesar's /William Hill Digital Suppor Specialist
10.2021 - 08.2022
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
Loyalty Specialist
Palms Casino and Resort
08.2022 - 07.2023
- Analyzed customer data to identify trends and enhance loyalty program effectiveness.
- Assisted in developing targeted promotions to increase member engagement and retention.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Collaborated with marketing team to implement strategies that improved brand loyalty initiatives.
- Maintained accurate records of member interactions and feedback for continuous improvement efforts.
- Executed daily operations of loyalty program, ensuring compliance with company policies and standards.
- Collaborated with cross-functional teams to strategize ways of improving overall customer experience.
- Streamlined communication with customers through various channels, increasing responsiveness and positive feedback rates.
- Resolved escalated issues promptly and effectively, maintaining high levels of trust among valued customers.
Box Office Supervisor
Westgate Resorts Las Vegas
08.2018 - 03.2020
- Supervised daily box office operations, ensuring seamless ticket sales and customer service.
- Trained and mentored staff on ticketing systems and customer engagement techniques.
- Managed cash handling procedures, maintaining accuracy in financial transactions.
- Implemented efficient workflow processes to enhance service delivery during peak times.
- Coordinated special events and promotions, driving increased attendance and engagement.
- Collaborated with management to develop strategies for optimizing box office performance.
- Ensured compliance with company policies and industry regulations regarding ticket sales and distribution.
- Assisted in the development of new policies and procedures to improve efficiency and effectiveness within the box office department.
- Provided excellent guest experiences through attentive service during peak periods, managing long lines without sacrificing customer satisfaction levels.
- Adhered to strict security protocols when handling sensitive customer data and financial transactions, protecting the organization from potential fraud or theft risks.
- Streamlined ticket sales process for faster transactions and reduced wait times.
- Played a crucial role in maintaining positive workplace morale through regular employee recognition initiatives and open communication practices.
Box Office Supervisor
Stratosphere Hotel Casino
02.2011 - 05.2017
- Supervised daily box office operations, ensuring seamless ticket sales and customer service.
- Trained and mentored staff on ticketing systems and customer engagement techniques.
- Managed cash handling procedures, maintaining accuracy in financial transactions.
- Implemented efficient workflow processes to enhance service delivery during peak times.
- Analyzed customer feedback to identify areas for improvement in service quality.
- Coordinated special events and promotions, driving increased attendance and engagement.
- Collaborated with management to develop strategies for optimizing box office performance.
- Ensured compliance with company policies and industry regulations regarding ticket sales and distribution.
- Increased overall customer satisfaction by efficiently managing box office operations and addressing patron concerns.
- Ensured accurate financial reporting by overseeing daily cash reconciliations and deposits at the end of each shift.
- Assisted in the development of new policies and procedures to improve efficiency and effectiveness within the box office department.
- Mentored junior staff members, providing guidance and support to help them grow professionally and excel in their roles as box office representatives.
- Provided excellent guest experiences through attentive service during peak periods, managing long lines without sacrificing customer satisfaction levels.
Asst Store Manager
Krispy Kreme/Auntie Anne's Pretzel
08.2010 - 02.2011
Box Office Supervisor
Tropicana Resort and Casino
05.2005 - 02.2010
- Assisted in managing daily store operations, ensuring efficient workflow and customer satisfaction.
- Supported inventory management by conducting regular stock counts and maintaining accurate records.
- Trained new employees on store procedures and customer service standards to enhance team performance.
- Collaborated with the management team to implement promotional strategies, increasing foot traffic and sales.
- Monitored sales performance and provided feedback to improve product placement and merchandising efforts.
- Resolved customer inquiries and complaints promptly, fostering positive relationships and repeat business.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Supervised daily box office operations, ensuring seamless ticket sales and customer service.
- Trained and mentored staff on ticketing systems and customer engagement techniques.
- Managed cash handling procedures, maintaining accuracy in financial transactions.
- Implemented efficient workflow processes to enhance service delivery during peak times.
- Analyzed customer feedback to identify areas for improvement in service quality.
- Coordinated special events and promotions, driving increased attendance and engagement.
- Collaborated with management to develop strategies for optimizing box office performance.
- Ensured compliance with company policies and industry regulations regarding ticket sales and distribution.
- Increased overall customer satisfaction by efficiently managing box office operations and addressing patron concerns.
- Ensured accurate financial reporting by overseeing daily cash reconciliations and deposits at the end of each shift.
- Assisted in the development of new policies and procedures to improve efficiency and effectiveness within the box office department.
- Mentored junior staff members, providing guidance and support to help them grow professionally and excel in their roles as box office representatives.
- Provided excellent guest experiences through attentive service during peak periods, managing long lines without sacrificing customer satisfaction levels.
- Adhered to strict security protocols when handling sensitive customer data and financial transactions, protecting the organization from potential fraud or theft risks.
- Streamlined ticket sales process for faster transactions and reduced wait times.
- Optimized box office revenue by closely monitoring sales trends and adjusting pricing strategies accordingly.
- Addressed technical issues with ticketing software promptly, reducing downtime and maintaining seamless service delivery for patrons.
- Negotiated favorable terms with vendors, resulting in lower costs for essential goods and services related to box office operations.
- Developed strong relationships with key industry partners, securing preferential show access for our venue.
Education
Bachelor In Science - Business Management
University of St La Salle Universit
Bacolod City, Philippines03.1985
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
Timeline
Sportsbook Customer Admin Support
Caesar's Digital Corporate Office
07.2023 - Current
Loyalty Specialist
Palms Casino and Resort
08.2022 - 07.2023
Sportsbook Customer Support
Caesar's /William Hill Digital Suppor Specialist
10.2021 - 08.2022
Box Office Supervisor
Westgate Resorts Las Vegas
08.2018 - 03.2020
Box Office Supervisor
Stratosphere Hotel Casino
02.2011 - 05.2017
Asst Store Manager
Krispy Kreme/Auntie Anne's Pretzel
08.2010 - 02.2011
Box Office Supervisor
Tropicana Resort and Casino
05.2005 - 02.2010
Bachelor In Science - Business Management
University of St La Salle Universit
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