Summary
Overview
Work History
Education
Skills
Timeline
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Matthew Drollinger

New Braunfels

Summary

Proven to excel in customer engagement, I significantly enhanced guest experiences at Caesars Entertainment by leveraging strong empathy and advanced problem-solving skills. Specializing in efficient call handling and upselling, my approach boosted loyalty and revenue, showcasing a blend of exceptional service and sales acumen.

Personable and highly motivated with strong communication skills and positive, upbeat attitude. Possesses solid foundation in customer service principles and demonstrates exceptional problem-solving abilities. Dedicated to providing outstanding support to customers and driving satisfaction.

Professional customer service representative prepared for delivering high-quality support in fast-paced call center environment. Proven ability to address customer inquiries and resolve issues efficiently, enhancing client satisfaction. Known for strong team collaboration and flexibility in adapting to changing circumstances, with key skills in active listening and effective communication.

Overview

19
19
years of professional experience

Work History

Inbound Call Center Agent

Caesars Entertainment
04.2017 - 03.2024
  • Reduced call waiting times through efficient handling of inbound calls and effective problem-solving skills.
  • Provided exceptional service by actively listening to customer concerns and offering tailored solutions.
  • Developed a strong rapport with returning guests to loyalty and repeat business.
  • Adhered to company policies and guidelines while providing timely responses to customer requests or complaints.
  • Demonstrated expertise in navigating complex computer systems seamlessly to access vital information during live calls quickly.
  • Displayed excellent communication skills in assisting diverse clientele with various needs and preferences.
  • Assisted new hires with their training and development, fostering a supportive work environment for all team members.
  • Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
  • Managed guest inquiries via telephone, text, and email communication, ensuring accurate information delivery.
  • Identified opportunities for upselling or cross-selling relevant products during customer interactions, driving additional revenue streams.
  • Assisted guests with initial reservations plus modifications, resolving any issues promptly and professionally.
  • Handled payment transactions accurately, maintaining proper card handling procedures at all times.
  • Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.

Reservations Agent

Caesars Entertainment
05.2013 - 04.2017
  • Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
  • Streamlined reservation processes for increased efficiency and reduced booking errors.
  • Provided customers with information about availability and pricing.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Handled billing information over phone.
  • Utilized various software systems for efficient reservation processing and data management.
  • Contributed to revenue growth by upselling room upgrades, packages, and additional services during the booking process.
  • Utilized advanced reservation software systems effectively to manage bookings, track availability, and update guest records accurately.
  • Processed payments securely while adhering to strict confidentiality guidelines regarding personal financial information.
  • Enhanced customer satisfaction by efficiently handling all aspects of the reservation process in a timely manner.
  • Provided outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.

Retail Sales Associate

Old Navy
06.2007 - 05.2013
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Engaged with customers to build rapport and loyalty.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.

Sales Associate

Bed Bath & Beyond
05.2005 - 06.2007
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Solved customer challenges by offering relevant products and services.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.

Education

Associate of Science - Medical Laboratory Science

College of Coastal Georgia
Brunswick, GA
05-2007

Skills

  • Strong work ethic
  • Empathy and patience
  • Stress tolerance
  • Cross-selling and upselling
  • Call handling
  • Customer service
  • Problem-solving skills
  • Verbal and written communication
  • Customer communications
  • Answering questions
  • Product knowledge
  • Gathering information
  • Communicating with clients

Timeline

Inbound Call Center Agent

Caesars Entertainment
04.2017 - 03.2024

Reservations Agent

Caesars Entertainment
05.2013 - 04.2017

Retail Sales Associate

Old Navy
06.2007 - 05.2013

Sales Associate

Bed Bath & Beyond
05.2005 - 06.2007

Associate of Science - Medical Laboratory Science

College of Coastal Georgia

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Matthew Drollinger