Marlena Mitchell
Las Vegas,United States
Summary
Professional with administrative expertise and strong focus on operational efficiency. Skilled in scheduling, document management, and customer service. Team-oriented, adaptable, and results-driven. Known for reliability, effective communication, and problem-solving abilities.
Experienced with administrative support, office management, and coordination of daily activities. Utilizes organizational and multitasking abilities to enhance office efficiency. Knowledge of office software and communication tools, ensuring smooth and effective operations.
Office professional with comprehensive background in administrative support and office management. Expertise in streamlining office procedures, managing schedules, and handling communications. Known for fostering team collaboration and achieving goals, adaptable to dynamic work environments. Proficient in Microsoft Office Suite and excellent interpersonal skills.
Overview
2026
2026
years of professional experience
Work History
Customer Service Representative
InTouchCX
Las Vegas, NV
08.2025 - 02.2026
- Assisted customers with inquiries, ensuring timely and accurate responses.
- Resolved customer complaints effectively, enhancing overall satisfaction.
- Utilized CRM software to document interactions and follow up on issues.
- Collaborated with team members to streamline processes for improved efficiency.
- Conducted training sessions for new staff on customer service protocols.
- Provided feedback on system enhancements to improve user experience.
- Monitored performance metrics, identifying areas for improvement in service delivery.
- Developed FAQs and knowledge base articles to support customer self-service initiatives.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted in training new team members on call handling procedures and customer service protocols.
- Provided exceptional customer support through effective communication and problem-solving skills.
- Managed high-volume inbound calls, ensuring timely resolution of customer inquiries.
- Utilized CRM software to track interactions and maintain accurate customer records.
- Resolved complex issues by collaborating with other departments to enhance customer satisfaction.
Customer Care Representative
Foundever
Las Vegas, NV
10.2024 - 01.2025
- Responded to customer inquiries, providing accurate information and efficient resolutions.
- Utilized CRM software to track customer interactions and streamline communication processes.
- Assisted in training new team members on customer service protocols and system usage.
- Collaborated with cross-functional teams to enhance overall customer satisfaction initiatives.
- Managed customer inquiries regarding credit card applications and account issues.
- Analyzed transaction data to identify trends and minimize fraud risks.
- Developed training materials for new team members on credit card policies and procedures.
- Collaborated with cross-functional teams to enhance customer service protocols and improve satisfaction rates.
- Streamlined application processing workflow, reducing turnaround time for approvals.
- Led initiatives to improve compliance with regulatory standards in credit card operations.
Uber/Lyft
01.2021 - 01.2023
Everise/Hydrow
Las Vegas, Nevada, United States
01.2021 - 01.2021
Finance, Revenue auditor
Arizona Charlie's Decatur
Las Vegas, Nevada, United States
01.2018 - 01.2018
- Reviewed financial statements, documents, data and accounting entries in excel, utilizing formulas and strong communication skills and my attention to detail and ability to multitask. Gathered information from financial reporting systems, account balances, cash flow statements, income statements, balance sheets, and internal control systems. Then reviewed and used to present all financial data in an accurate, fair manner, ensuring that no errors were made.
Hotel Manager/Front Desk/Night Audit
Bear River Casino Resort Hotel Management
Loleta, California, United States
01.2016 - 01.2018
- Reconciling daily accounts, collecting bad accounts, reconciling and balancing the safe, and all drawers for the starting shift. Supervised all end of shift reports. Overseeing employees, making sure shifts ran smoothly and ensured the best guest service for our patrons. Set up holiday, couples and gaming packages for our high rollers. Managed our high roller comps, oversaw arranging transport to and from events, and the airport. Supervised ticket sales for comedy events, concerts and mixed martial arts events.
Supervisor
Round Table Pizza
Eureka, California
01.2016 - 01.2017
- Maintain daily sales and receipts. Deposited previous days currency and checks. Processed refunds, opened store, prepped salad bar, got orders ready for opening.
Table Games Dealer
Seven Feathers casino Resort
Canyonville, Oregon
01.2013 - 01.2015
- I dealt cards to guests, exchanged money for cheques, used many levels of math to calculate their wins to give correct payouts. I counted tokes, assisted in the drop process, and assisted in helping the guests learn the game if necessary.
Security Officer Supervisor/Manager
Bear River Casino Resort
Loleta, California
2011 - 2013
- Checked ID's, filled Table games and Poker den, filed proper paperwork when dealing with Sheriff Officers. patrolled and monitored our parking lots and high-risk zones. Provided excellent care and service to every patron.
- Conducted regular inspections of premises to identify vulnerabilities and enhance security measures.
- Coordinated with local law enforcement to address incidents and maintain community relations.
- Monitored surveillance systems, assessing potential threats and responding promptly to incidents.
- Led investigations into security breaches, documenting findings and recommending corrective actions.
- Enhanced communication among team members through regular briefings and feedback sessions.
Scan Clerk
Bear River Casino Resort
Loleta, California
2009 - 2011
- Audited tickets redeemed, and tickets processed.
- Utilized scanning equipment to accurately process documents and ensure data integrity.
- Maintained organized records of scanned materials for easy retrieval and reference.
- Collaborated with team members to streamline scanning workflows and improve efficiency.
- Assisted in troubleshooting technical issues with scanning devices to minimize downtime.
- Conducted quality checks on scanned documents to verify completeness and accuracy.
- Implemented best practices for document management, enhancing overall operational effectiveness.
- Provided valuable feedback on potential improvements in scanning processes during regular team meetings and discussions.
- Developed system improvements that reduced processing time for high-volume tasks.
- Participated in periodic audits to ensure compliance with internal policies as well as industry regulations pertaining to document management practices.
- Improved data accuracy by thoroughly reviewing scanned documents for errors and making necessary corrections.
Education
High School Diploma -
2002
Skills
- Charge of A/P, A/R, Payroll, Scheduling, Price Quotes, Reconciling bank Statements Worked independently and successfully streamlined office procedures increased production and productivity by 15% in less than 6 months Handled all billing as well Handle all incoming/outgoing calls Provide excellent customer service Accounts payable, accounts receivable Proficient in faxing, copying, and all aspects of office work Able to work well under pressure and tough time constraints
- Security management
- Threat assessment
- Risk analysis
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Staff management
- Guest complaint resolution
- Guest services management
- Guest relations management
- Cash handling
- Staff scheduling
- Interpersonal communications
- Staff training
- Quality assurance
Timeline
Customer Service Representative - InTouchCX
08.2025 - 02.2026
Customer Care Representative - Foundever
10.2024 - 01.2025
- Uber/Lyft
01.2021 - 01.2023
- Everise/Hydrow
01.2021 - 01.2021
Finance, Revenue auditor - Arizona Charlie's Decatur
01.2018 - 01.2018
Hotel Manager/Front Desk/Night Audit - Bear River Casino Resort Hotel Management
01.2016 - 01.2018
Supervisor - Round Table Pizza
01.2016 - 01.2017
Table Games Dealer - Seven Feathers casino Resort
01.2013 - 01.2015
Central Valley High School - High School Diploma,
Security Officer Supervisor/Manager - Bear River Casino Resort
2011 - 2013
Scan Clerk - Bear River Casino Resort
2009 - 2011