Sunnie Drummond
Norman,OK
Summary
Dynamic customer service professional with a proven track record at ACT, excelling in problem-solving and relationship building. Adept at managing high-volume inquiries and resolving complex issues, ensuring client satisfaction. Skilled in data entry and maintaining compliance, consistently enhancing service quality and operational efficiency.
Overview
8
8
years of professional experience
Work History
VIP Representative
Grand Sierra Resort and Casino
08.2020 - 09.2022
- Delivered exceptional customer service to VIP guests, ensuring a memorable experience.
- Coordinated personalized services and arrangements for high-profile clientele.
- Managed communication between guests and resort staff to fulfill special requests efficiently.
- Developed and maintained strong relationships with repeat VIP visitors to enhance loyalty.
- Developed strong relationships with frequent guests, anticipating their preferences and tailoring services accordingly.
- Assisted VIP guests in booking reservations for events, dining, and transportation to ensure a seamless visit.
Call Center Representative
ACT
01.2026 - Current
- Managed high-volume inbound calls, resolving customer inquiries efficiently.
- Documented customer interactions accurately using CRM software to ensure seamless follow-up.
- Collaborated with team members to improve response times and service quality.
- Maintained compliance with company standards and industry regulations during all interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Assistant Property Manager
RedRiver MHP
Norman, OK
03.2025 - 06.2025
- Assisted in managing tenant relations and addressing inquiries to enhance satisfaction.
- Supported lease administration processes, ensuring compliance with regulations and policies.
- Followed up on delinquent tenants and coordinated collection procedures.
Shift Manager
Carl's Jr
06.2024 - 02.2025
- Supervised daily operations to ensure efficient workflow and optimal customer service.
- Trained and mentored new staff on food preparation and safety protocols.
- Implemented inventory management procedures to reduce waste and improve stock accuracy.
- Collaborated with team members to enhance product quality and presentation standards.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Promoted a positive work environment through open communication and constructive feedback.
Front of House Manager
Sunday River Resort
01.2018 - 03.2020
- Supervised daily front-of-house operations to ensure exceptional guest experiences.
- Trained and mentored staff on service standards and operational procedures.
- Implemented customer feedback systems to enhance service delivery and guest satisfaction.
- Partnered with back-of-house management in order to maintain seamless communication between teams, ensuring a smooth dining experience for guests.
- Resolved guests complaints while maintaining positive customer environment.
- Performed cash handling activities and secured nightly bank deposits.
Education
Medical Billing & Coding
Ultimate Medical Academy
Clearwater, FL01-2025
High School Diploma -
American Legion High
Sacramento, CA06-1997
Skills
Problem-solving skills
Data entry
Customer service
Customer communications
Complaint resolution
Calm and professional under pressure
Understanding customer needs
Microsoft office
Relationship building
Timeline
Call Center Representative
ACT
01.2026 - Current
Assistant Property Manager
RedRiver MHP
03.2025 - 06.2025
Shift Manager
Carl's Jr
06.2024 - 02.2025
VIP Representative
Grand Sierra Resort and Casino
08.2020 - 09.2022
Front of House Manager
Sunday River Resort
01.2018 - 03.2020
Medical Billing & Coding
Ultimate Medical Academy
High School Diploma -
American Legion High