Michelle Brown
Egg Harbor,NJ
Summary
Proficient Customer Success Manager delivering encouragement and feedback to help employees be successful. Energetic professional with great poise. Well-trained in the ability to understand and empathize with the needs of others.
Overview
18
18
years of professional experience
Work History
Shift Manager
Harrahs Casino And Resort
Atlantic City, NJ
05.2022 - Current
- Trained and mentored new employees to maximize team performance.
- Supervised employees and oversaw quality compliance with company standards.
- Kept employees operating productively and working on task to meet business and customer needs.
- Coached crew members to optimize performance and motivate toward more efficient work.
Customer Service Manager
Renault Winery Resort And Golf
Egg Harbor City, NJ
12.2020 - 04.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
Customer Success Manager
Tropicana Casino And Resort
Atlantic City, NJ
04.2021 - 08.2021
- Kept employees operating productively and working on task to meet business and customer needs.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Created customer support strategy to increase customer retention.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Kitchen Supervisor
Margaritaville
Atlantic City, NJ
10.2019 - 12.2020
- Developed kitchen staff through training, disciplinary action and performance reviews.
- Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies.
- Controlled food costs and managed inventory.
- Directed activities of team of skilled kitchen workers preparing and serving meals.
Customer Service Associate
Borgata Casino & Hotel
Atlantic City, NJ
06.2003 - 02.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
Education
Diploma -
Olympic High School
Charlotte, NCLiberal Arts And General Studies
Atlantic Cape Community College
Mays Landing, NJ09.2019
Skills
- Verbal and Written Communication
- 5S Principles
- Administration and Reporting
- Customer Service
- Communication
- Inventory and Supply Management
- Supply Ordering
- Guest Satisfaction
- Customer Relationship Management
Timeline
Shift Manager
Harrahs Casino And Resort
05.2022 - Current
Customer Success Manager
Tropicana Casino And Resort
04.2021 - 08.2021
Customer Service Manager
Renault Winery Resort And Golf
12.2020 - 04.2021
Kitchen Supervisor
Margaritaville
10.2019 - 12.2020
Customer Service Associate
Borgata Casino & Hotel
06.2003 - 02.2019
Diploma -
Olympic High School
Liberal Arts And General Studies
Atlantic Cape Community College
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