Sarah Koski
Orland,CA
Summary
Dynamic customer service professional with over 10 years of experience, poised to deliver impactful contributions in fast-paced environments. Proven ability to address customer inquiries and concerns with tact, efficiency, and a focus on satisfaction. Collaborative team player dedicated to achieving results while adeptly navigating changing situations. Expertise in conflict resolution and active listening enhances the ability to foster positive relationships and drive customer loyalty.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Quality Assurance Supervisor
Goodleap LLC
Roseville, CA
02.2022 - Current
- Led quality assurance teams to ensure compliance with industry standards and regulatory requirements.
- Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.
- Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.
- Promoted a positive work environment by fostering open communication, recognizing individual achievements, and supporting teamwork within the Quality Assurance department.
Quality Assurance Specialist
Goodleap, LLC
Roseville, CA
07.2020 - 02.2022
- Evaluated call quality to ensure compliance with company standards
- Provided feedback to departments, enhancing performance and customer interactions
- Identified trends in agent performance through consistent analysis of recorded calls, leading to targeted training interventions.
- Maintained accurate records of evaluated calls, ensuring data integrity for future reference and reporting purposes.
Gaming Supervisor
Rolling Hills Casino
Corning, CA
09.2017 - 07.2020
- Boosted customer loyalty by offering consistent gaming standards and closely controlling dealers.
- Eliminated customer service issues by quickly resolving disputes and correcting problems.
- Efficiently managed accurate money transfers and protected transactions with standardized procedures.
- Watched gamblers on floor to isolate cheaters by identifying behaviors such as counting or marking cards.
Table Games Dealer
Rolling Hills Casino
Corning, CA
05.2015 - 09.2017
- Monitored players during each hand to identify possible cheating or other unscrupulous behavior
- Collected bets from game losers and paid out winnings to game winners, keeping each hand running smoothly and efficiently
- Maintained fast, smooth game pace by efficiently handling chips, money and cards
- Opened and closed Black Jack, Pai Gow, and Ultimate Texas Hold'em game tables and cash floats by receiving, verifying and recording cash wages
Slot Attendant
Rolling Hills Casino
Corning, CA
05.2013 - 03.2015
- Troubleshot machine malfunctions and diagnosed root causes on 700+ machines
- Dispensed machine payouts and provided change for players
- Responded to patron questions about functions of slot machines and explained how to use devices
- Listened effectively and used issue resolution skills to efficiently handle all guest complaints and promote brand loyalty
Cashier
Shell Gas Station
Orland, CA
12.2012 - 05.2013
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Restocked, arranged and organized merchandise in front lanes to drive product sales
- Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers
Crew Shift Leader
Jack In The Box
Corning, CA
08.2009 - 05.2013
- Distributed necessary tasks and duties during each shift
- Supervised team members and oversaw effective and efficient completion of job duties
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments
- Controlled food costs and managed inventory
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance
Education
High School Diploma -
North Valley High
Orland, CA2005
Skills
- Team management
- Customer service
- Communications
- Data collection and analysis
- Policy compliance
- Detail-oriented
- Performance monitoring
Certification
- First Aid/CPR Certified
Timeline
Quality Assurance Supervisor
Goodleap LLC
02.2022 - Current
Quality Assurance Specialist
Goodleap, LLC
07.2020 - 02.2022
Gaming Supervisor
Rolling Hills Casino
09.2017 - 07.2020
Table Games Dealer
Rolling Hills Casino
05.2015 - 09.2017
Slot Attendant
Rolling Hills Casino
05.2013 - 03.2015
Cashier
Shell Gas Station
12.2012 - 05.2013
Crew Shift Leader
Jack In The Box
08.2009 - 05.2013
High School Diploma -
North Valley High