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
Summary
Hardworking and detail-oriented team leader experienced in call center environments, guest service management, data entry, and team leadership. Knowledgeable about overseeing schedules, administration and training.
Overview
13
years of professional experience
Work History
Four Winds Casino Resort
Contact Center Representative
10.2010 - Current
Job overview
- Handled guest service inquires received through various contact channels, including letters, phone, email, social media, web, surveys and chat.
- Responded to guest requests for hotel, dining, promotional, entertainment and poker room reservations, answered guest questions and inquiries in a calm, prompt, and courteous manner.
- Made outbound calls as directed to help stimulate response for targeted Marketing efforts.
- Made guest hotel, dining, promotional, and entertainment reservations in the property's computer system.
- Seeked to achieve individual key performance indicator and department goals while maintaining maximum level of service.
- Seeked positive, productive motivation within the department.
- Maintained a working knowledge of casino facilities, amenities, and room types as well as current and upcoming casino and local special events.
- Maintained a working knowledge of property emergency procedures and reported emergencies to Management, as needed.
- Contacted in-house Security and Emergency Medical Technicians, as needed.
- Performed data entry tasks, as needed.
- Ensured a maximum level of guest service and satisfaction was achieved and maintained.
Four Winds Casino Resort
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
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
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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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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