Rever Ka Ching Wong
Belmont,NSW
Summary
Proven track record in enhancing customer satisfaction and loyalty at BANKWEST, adept in conflict resolution and data entry. Excelled in maintaining professionalism under pressure, significantly improving operational efficiency. Skilled in Microsoft Excel and active listening, consistently achieved positive feedback from both customers and management.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
BANKWEST
08.2023 - Current
- Supported fellow croupiers during peak times or breaks by stepping in seamlessly when needed to maintain efficient operations at the tables.
- Dealt and conducted [Type] games by shuffling and distributing cards while giving players prompts to play.
- Collected and distributed losing and winning bets by calculating odds and payouts.
- Increased gaming efficiency through proficient handling of cash transactions and accurate recordkeeping.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
Casino Croupier
Crown Perth
11.2011 - 11.2022
- Maximized player satisfaction with timely resolution of disputes and clarification on game rules.
- Contributed to the overall success of the casino by consistently delivering high-quality gaming experiences for guests.
- Assisted in staff training for improved guest interactions and knowledge of casino policies.
- Sustained a clean and organized work environment, adhering to established cleanliness standards for the gaming floor.
- Supported fellow croupiers in handling large groups or complex situations, resulting in seamless gameplay transitions.
- Developed rapport with regular patrons, fostering loyalty through personalized interactions and recognition of preferences.
- Ensured accurate record keeping by meticulously tracking all buy-ins, wins, losses, and other relevant transactions.
- Increased efficiency by accurately managing bets, distributing winnings, and collecting losses within the allotted time frame.
- Facilitated a welcoming environment for novice players, providing clear explanations of game rules and betting procedures.
- Enhanced customer experience by providing exceptional service during table games and maintaining a friendly atmosphere.
- Demonstrated strong multitasking abilities by simultaneously managing multiple games while ensuring compliance with casino policies.
- Improved teamwork and communication among fellow croupiers through active participation in team meetings and activities.
- Participated in regular professional development trainings to stay current on industry trends and improve job performance.
- Maintained game integrity through vigilant observation of players and adherence to gaming regulations and procedures.
- Promoted responsible gambling practices through ongoing communication with guests regarding their play habits and limits.
- Demonstrated flexibility by adapting to changes in scheduling or game assignments as required by casino operations.
- Contributed to the casino''s reputation for exceptional service by consistently receiving positive feedback from guests and management.
- Addressed guest concerns promptly, resolving issues efficiently while maintaining a courteous demeanor throughout interactions.
- Collaborated with security personnel to identify potential threats or instances of cheating at gaming tables.
- Maintained rules for games and identified instances of cheating, notifying security team.
- Trained new dealers in rules and operation of different games.
- Dealt cards and compared hands to determine winners of games such as blackjack.
- Controlled equipment such as roulette wheels to run games.
- Applied standard or special rules to games based on pre-agreed game rules.
- Welcomed customers and established immediate rapport to encourage gameplay.
- Prepared players to join games by explaining rules and exchanging money for chips.
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Maintained fast game pace by handling chips, cards, money, and gaming equipment efficiently.
- Monitored game table for signs of cheating or other criminal activities by observing body language and behaviors of gamblers.
- Maintained personable and professional demeanor when dealing with ill-mannered or dishonest casino-goers.
Education
Diploma of Sales Marketing - Marketing Management And Research
South Metropolitan TAFE
Bentley, WA11.2001
Certificate of Marketing & Management - Marketing Research
South Metropolitan TAFE
Bentley, WA11.2001
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Data Entry
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Product Knowledge
- Appointment Scheduling
- Paperwork Processing
- Building rapport
- Live chat support
- Dispute Resolution
- Product Sales
- Product and service solutions
Languages
Chinese (Cantonese)
Full Professional
English
Full Professional
Chinese (Mandarin)
Full Professional
Timeline
Customer Service Representative
BANKWEST
08.2023 - Current
Casino Croupier
Crown Perth
11.2011 - 11.2022
Diploma of Sales Marketing - Marketing Management And Research
South Metropolitan TAFE
Certificate of Marketing & Management - Marketing Research
South Metropolitan TAFE
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