Dedicated professional with diverse experience in casino operations, team supervision, and customer engagement. Proven ability to lead teams, optimize processes, and deliver exceptional service in dynamic environments.
Expertise in recruiting, engaging, and retaining clients to foster loyalty and repeat business.
Proven ability to supervise teams, monitor performance, and resolve issues efficiently.
Skilled in collating and analyzing operational data to support strategic initiatives.
Effective communicator with experience in calibration sessions, team coordination, and client interactions.
NORWEGIAN CRUISE LINE LTD.
Recruit new members to the casino player program to secure repeat daily visitations., Daily reporting, including but not limited to; collating daily figures, cruise reports, PC rewards, weekly and monthly figures., Export reports in order to monitor the daily play of all casino members in order to issue complimentary items based on play., Daily preparation for all complimentary issuance of player card upgrades, comp drink cards issued, memos sent for all bookings and amenities arranged for guest staterooms.
IGT SOLUTIONS
Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy., Promote professional and personal development of individual team members through performance evaluations, training needs, coaching and career opportunity programs., Ensure service delivered to customers meets contractual Key Performance Indicator (KPIs) and financial expectations., Help customers during outbound/inbound calls and cases to ensure they have the best experience.
CONCENTRIX
Participate in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices., Participate in internal quality audits designed to improve overall contact quality and recommend changes., Design activities to engage representatives and spread product knowledge., Support management focus on review of key drivers, metrics and operational processes (including Training) that drive balanced scorecards and count profitability goals.
Some College (no degree)
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ACCEDO TECHNOLOGIES
Manage a team of agents and ensure that all key metrics of performance as per the client service levels are met and exceeded., Act as the first level of escalations and resolve all people issues within the team through regular feedback, one-to-one sessions & team meetings/calibrations., Elaborate weekly reports with the activities done during the week, including the forecast and commitment.
