Summary
Overview
Work History
Education
Skills
Timeline
Generic

Collette Williams

Ruse,NSW

Summary

I would like you consider my Application for the CCO position as I would like to gain further experience with in the Venue. I wish to summarise my current employment with Mounties. I have been at Mounties for almost 9 years, starting off as a Gaming attendant, learning all aspects of the gaming industry and with Customer service. I then became a club trainer , passing on my knowledge and professionalism to New and existing employees. I was also a relief GSE and transition into Full time GSE . Providing excellent customer service, Attending and hosting monthly meetings. Had completed cashier and all relevant training required for these positions. I am looking at furthering my career and looking for the right challenge. I thank you for taking the time to consider my application and look forward to hearing from you.

Overview

35
35
years of professional experience

Work History

Gaming Service Excutive

Mounties
05.2016 - Current
  • Implemented new training programs for junior staff members, improving overall team performance.
  • Mentored new hires on company policies and procedures, ensuring quick integration into the team environment.
  • As a pervious Gaming /GSE trainer helped improved the Clubs Training Manuals
  • Enhanced customer satisfaction by promptly addressing concerns and providing tailored solutions.
  • Managed challenging client situations with professionalism, resolving issues and maintaining positive relationships.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
  • Greeted customers entering Mounties and responded promptly to customer needs.
  • Assisted in training new cashiers, sharing best practices and helping them become proficient in their roles.
  • Performed cash handling duties, provided change and balanced money at end of shift.
  • Welcomed and greeted customers, answered questions, and provided excellent customer service to contribute to memory-making experience.
  • Upheld strict compliance with all gaming laws, regulations, and company policies to maintain a professional and ethical gaming environment.
  • Assisted customers with game rules and instructions, promoting an enjoyable gaming experience for all patrons.
  • Responded promptly to machine malfunctions, minimizing downtime and maximizing gameplay opportunities for customers.
  • Delivered excellent customer service by addressing player inquiries and resolving issues in a timely manner.
  • Facilitated effective communication among team members through regular meetings, training sessions, and open dialogue channels.
  • Ensured compliance with venue policies and regulations, maintaining a safe environment for all guests.
  • Adapted quickly to changing circumstances during events, implementing contingency plans as needed without compromising guest experiences.
  • Developed strong relationships with clientele, resulting in repeat business and increased revenue.
  • Actively participated in ongoing training programs for continuous improvement in service delivery, enhancing guest satisfaction.
  • Great organisational skills, time management with completing all allocated Daily tasks.
  • Hosting special VIP events in Venue ans offsite.
  • Assisting in restocking the VIP room for everyday and night trading.
  • Hosted promotions held within the Venue.
  • Participated in monthly meetings and discussions.
  • Assist Supervisors and CSM with any requirements.
  • Participate in creating spreadsheet for daily tasks when required.

Gaming Attandant/Relief Supervisor

Campbelltown Catholic Club
03.2008 - 04.2016
  • Contributed to overall operational efficiency by anticipating staffing needs and proactively arranging coverage for absences or vacations.
  • Enhanced communication between shifts with thorough handover processes and documentation.
  • Facilitated open lines of communication between upper management and frontline staff members.
  • Developed strong relationships with staff, fostering a supportive and collaborative atmosphere.
  • Collaborated with other supervisors to identify best practices that could be implemented across different teams or departments.
  • Supervision of Functions and Shows.
  • Balancing tills as they where handed in by staff member with them.
  • Clearance of Gaming machines.
  • Closing of ATM's, CRT's, Keno machines, and balancing the Safe at the Campbelltown Golf Club.
  • Conducted all opening and closing procedures of the Campbelltown Golf Club.
  • I was also an RSA Marshall and dealt with dealing with intoxicated patrons and assessing them for intoxication.
  • Was both Bar and Gaming Supervisor from 2012 to 2016.
  • Provided written and verbal communication with upper Management and also ran meetings.
  • Was a Trainer for other Gaming attendant and Supervisors working at Campbelltown Catholic Club.
  • Changed Kegs when they had run out of beer etc.


Call Center Representative

IM Advertising
02.2007 - 07.2010
  • 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.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Coordinated distribution lists.
  • Managed and Updated Data.
  • Conducted inbound and outbound calls.
  • Managed Client databases and CRM systems.
  • Processed account and administration data entry.
  • Generated sales leads.
  • Worked well within a Team environment.
  • Meet and Exceeded sales leads.

Customer Service Officer

Carroll Club Promotions Printers and Publishers
04.2001 - 09.2007
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Achieved Company budgets .
  • Assisted in Negotiating Sales.
  • Meeting Company Deadlines.
  • Excellent Customer Service.
  • Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
  • Assisted in creating there advertisements.


Customer Service Representative

Westpac Banking Corporation
01.1993 - 04.1997
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Handing Account daily reports on a Daily basis.
  • Typing of Ledgers and Data entry.
  • Reconciled Accounts.
  • Solving Financial enquiries from Customers.
  • Was transferred to Another department within the banking Sector, dealing with Deceased Estates, Audits and Frauds and Account Verifications.
  • Cash handing and balancing.
  • Balancing and completing Foreign exchange currency transactions.

Customer Service Representative

Auckland Savings Bank
07.1990 - 10.1993
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Cross selling of Financial product within the Banking Sector.
  • One on One Customer service.
  • Cash handing skills.
  • Balancing after the close of every business day.
  • Problem Solving.
  • Gave input into morning meeting before the days trade.

Education

No Degree -

Mangere College

Skills

  • Team worker
  • Complaint handling
  • Strong work ethic
  • Customer service
  • Attention to detail
  • Listening skills
  • Multitasking and organization
  • Computer skills

Timeline

Gaming Service Excutive

Mounties
05.2016 - Current

Gaming Attandant/Relief Supervisor

Campbelltown Catholic Club
03.2008 - 04.2016

Call Center Representative

IM Advertising
02.2007 - 07.2010

Customer Service Officer

Carroll Club Promotions Printers and Publishers
04.2001 - 09.2007

Customer Service Representative

Westpac Banking Corporation
01.1993 - 04.1997

Customer Service Representative

Auckland Savings Bank
07.1990 - 10.1993

No Degree -

Mangere College

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Collette Williams