ROSE MARIE AGEE
Millbrook
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
Work History
V.I.P. REP in CASINO PLAYER SERVICE
WIND CREEK CASINO MONTGOMERY
2022.02 - 2023.09
- Provided support during promotional events, ensuring smooth operations and guest satisfaction.
- Investigated and resolved accounting, service and delivery concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Resolved customer disputes effectively, ensuring a positive experience for all parties involved.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
Hotel Front Desk Agent
Wind Creek Casino & Hotel
2021.05 - 2022.02
- Trained new staff members in customer service techniques and hotel operations.
- Oversaw and organized calendar to schedule reservations and monitor cancellations.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Resolved service-related problems and documented actions in system.
- Balanced daily cash drawer accurately, minimizing discrepancies and ensuring proper accounting procedures were followed.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards.
- Developed and maintained positive relationships with guests for satisfaction.
- Collected room deposits, fees, and payments.
- Kept accounts in balance and ran daily reports to verify totals.
- Ensured smooth communication between departments by relaying important information about guest preferences or special requests in a timely manner.
- Trained staff to provide excellent customer service, apply best practices and comply with procedures.
Gift Shop Associate
Wind Creek Wetumpka
2020.08 - 2021.05
- Wrapped, boxed and weighed bakery department products.
- Aided in store merchandising efforts by arranging items strategically according to seasonality or promotional events.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Contributed to a safe shopping environment by adhering to store policies and promptly reporting any safety concerns or incidents.
- Prioritized helping customers over completing other routine tasks in store.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Handled phone inquiries professionally, directing calls as needed or providing accurate information regarding products or store policies.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Conducted regular price audits on merchandise, ensuring accuracy of pricing throughout the store for a seamless shopping experience.
- Assisted in inventory management, ensuring accurate stocking levels and timely reordering of products.
- Participated in regular staff meetings to share feedback on performance metrics and brainstorm strategies for improvement as a cohesive team.
- Provided exceptional customer service by listening attentively to needs, leading to repeat business and positive word-of-mouth referrals.
- Monitored customers for signs of security concerns and escalated issues to management.
- Recommended complementary purchases to customers, increasing revenue.
- Resolved customer complaints with empathy and professionalism, resulting in improved brand loyalty.
CASINO CONCIERGE
Wind Creek Wetumpka
2018.07 - 2020.08
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
- Assisted with luggage handling, valet services and concierge services.
- Provided accurate information regarding local attractions, restaurants and activities.
- Developed and implemented guest service policies and procedures to drive loyalty and referrals.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Scheduled and confirmed restaurant reservations for guests.
- Handled customer complaints to satisfy and retain guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Streamlined communication between departments, ensuring efficient service delivery to guests.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Promoted hotel amenities through engaging conversations with guests about their preferences and interests.
Gift Shop Sales Associate
Wind Creek Casino
2017.11 - 2018.07
- Greeted customers entering store and offered assistance with requirements.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Monitored customers for signs of security concerns and escalated issues to management.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Reviewed prices and performed audits to detect and correct price discrepancies.
- Resolved customer complaints promptly and professionally to maintain high levels of customer satisfaction.
- Maintained a clean and welcoming store environment through daily cleaning tasks such as sweeping floors, dusting shelves, and wiping down countertops.
- Helped managers with daily checklists and last-minute requirements.
- Streamlined checkout process by accurately processing transactions and handling cash, credit cards, and gift certificates.
- Assisted customers in finding items and explained benefits and services to increase sales and satisfaction.
Education
SAN AGUSTIN ELEMENTARY SCHOOL
SAN AGUSTIN , CSFP , PHILIPPINESNo Degree - B.S.E.D
THE NATIONAL TEACHER'S COLLEGE
MANILA,PHILIPPINES06.2001
High School Diploma -
PAMPANGA HIGH SCHOOL
SAN FERNANDO , PAMPANGA , PHILIPPINES05.1996
Skills
- Problem Resolution
- Field Installation
- Microsoft Office
- Book Signings
- Customer Experience
- Performance Goals
- Store Opening
- Sales Quota Achievement
- Process Transactions
- Understanding Customer Needs
- Customer Interaction
- Billing Adjustments and Refunds
- Sales and Upselling
- Trained in Salesforce
- Issue and Complaint Resolution
- Invoice Preparation and Processing
Accomplishments
Timeline
V.I.P. REP in CASINO PLAYER SERVICE
WIND CREEK CASINO MONTGOMERY
2022.02 - 2023.09
Hotel Front Desk Agent
Wind Creek Casino & Hotel
2021.05 - 2022.02
Gift Shop Associate
Wind Creek Wetumpka
2020.08 - 2021.05
CASINO CONCIERGE
Wind Creek Wetumpka
2018.07 - 2020.08
Gift Shop Sales Associate
Wind Creek Casino
2017.11 - 2018.07
SAN AGUSTIN ELEMENTARY SCHOOL
No Degree - B.S.E.D
THE NATIONAL TEACHER'S COLLEGE
High School Diploma -
PAMPANGA HIGH SCHOOL
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