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Work Background
Golden nugget online gaming / draftkingsCustomer Experience Senior Representative
Aug. 2022Handle escalated calls cordially and confidently.
Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries tand promotions requests to technical support.
Provide guidance to customer experience representatives. The guidance provided is to ensure that they become proficient in their customer care duties.
DraftKings Inc.Senior Customer Service Associate
May. 2022United States
Golden nugget online gaming / draftkingsCustomer Experience Representative
Mar. 2021 - Aug. 2022Answering inbound telephone calls, chats and emails in a skills-based environment where transactions range from account inquiries to technical support.
Borgata Hotel, Casino, and SpaCustomer Care VIP Representative
Apr. 2019 - Mar. 2021Handle escalated calls cordially and confidently.
Scheduling dinner and spa appointments
Handling hotel cashiering duties in the form of posting and refunding advanced deposits, locating and fixing billing errors and explaining guest folios to the guest.
Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel (Borgata and The Water Club), dining, event, entertainment reservations for VIP customers.
Knowledgeable in casino and hotel policies and procedures.
Borgata Hotel, Casino, and SpaGroup Reservations Coordinator
Apr. 2018 - Apr. 2019Creating and Maintaining group master accounts promptly to insure room inventory.
Inputting group rooming lists and requests from entertainment.
Attend pre-convention meetings as needed to communicate final pickup numbers and assist with changes.
Answering inbound telephone calls related to group business
Attend meetings to ensure group resumes and cut-offs are being processed promptly
Handling hotel cashiering in the form of posting and refunding advanced deposits
Working as a liaison for all departments to ensure the integrity of all group-related room inventory and master accounts
Serve as point of escalation for help with group and travel agent reservations.
Borgata Hotel, Casino, and SpaCustomer Care Team Leader
Apr. 2017 - Apr. 2018Provide guidance to a team of 12-14 representatives. The guidance provided is to ensure that they become proficient in their customer care duties.
Handle escalated calls cordially and confidently.
Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel (Borgata and The Water Club), dining, event, entertainment reservations for VIP customers.
Handling hotel cashiering duties in the form of posting and refunding advanced deposits, locating and fixing billing errors and explaining guest folios to the guest.
Answering inbound calls from customers and potential customers in a cordial manner
Knowledgeable in casino and hotel policies and procedures.
Borgata Hotel, Casino, and SpaCustomer Care VIP Representative
Jun. 2014 - Apr. 2017Handle escalated calls cordially and confidently.
Scheduling dinner and spa appointments
Handling hotel cashiering duties in the form of posting and refunding advanced deposits, locating and fixing billing errors and explaining guest folios to the guest.
Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel (Borgata and The Water Club), dining, event, entertainment reservations for VIP customers.
Knowledgeable in casino and hotel policies and procedures.
Borgata Hotel, Casino, and SpaCustomer Care Representative
Jan. 2013 - Jun. 2014Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel (Borgata and The Water Club), dining, event, entertainment reservations for VIP customers.
Knowledgeable in casino and hotel policies and procedures.
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