Work Preference
Summary
Overview
Work History
Education
Work Availability
Skills
Timeline
Open To Work
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Hi, I’m

Sarah Hughes

Bridgman,MI
Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers
Sarah Hughes

Work Preference

Job Search Status

Open to work
Desired start date: Flexible

Desired Job Title

Contact Center RepresentativeContact Center Floor SupervisorMarketing Database Specialist

Work Type

Full Time

Location Preference

On-SiteRemote
Location: Bridgman, MI, US
Open to relocation: No

Summary

Detail-oriented individual with exceptional communication and data entry skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

25
years of professional experience

Work History

Four Winds Casino Resort
New Buffalo, MI

Contact Center Representative
10.2010 - Current

Job overview

  • Handle guest service inquires received through various contact channels, including letters, phone, email, social media, web, surveys and chat.
  • Respond to guest requests for hotel, dining, promotional, entertainment and poker room reservations, answer guest questions and inquiries in a calm, prompt, and courteous manner.
  • Make guest hotel, dining, promotional, and entertainment reservations in the property's computer system.
  • Seeking to achieve individual key performance indicator and department goals while maintaining maximum level of service.
  • Seeking positive, productive motivation within the department.
  • Maintain a working knowledge of casino facilities, amenities, and room types as well as current and upcoming casino and local special events.
  • Maintain a working knowledge of property emergency procedures and reported emergencies to Management, as needed.
  • Contact in-house Security and Emergency Medical Technicians, as needed.
  • Perform data entry tasks, as needed.
  • Ensure a maximum level of guest service and satisfaction is achieved and maintained.

Four Winds Casino Resort
New Buffalo, MI

Contact Center Floor Supervisor
11.2021 - 07.2023

Job overview

  • Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
  • Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
  • Supervised and tracked phone activity using various contact center applications and software tools.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Trained new agents, maintaining exceptional service standards.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.

Education

Grand Ledge High School
Grand Ledge, MI

High School Diploma

Grand Valley State University
Allendale, MI

No Degree from Business
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills

  • Serving Guests' Needs
  • Key Performance Indicators (KPIs)
  • Reading Comprehension
  • Proofreading
  • Keyboard Entry (Data & Numerical)
  • 65 WPM Average
  • Team Coaching
  • Maintaining Clean Work Areas
  • Office Organization
  • Guest Satisfaction
  • Efficient Service
  • Constructive Feedback
  • Employee Performance Reviews
  • Contact Center Software

Timeline

Contact Center Floor Supervisor

Four Winds Casino Resort
11.2021 - 07.2023

Contact Center Representative

Four Winds Casino Resort
10.2010 - Current

Grand Ledge High School

High School Diploma

Grand Valley State University

No Degree from Business

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Sarah Hughes