Robert C.

* Supporting consumers, via phone and email with any queries or complaints they may have in relation to the product and services they consume. * Working as part of a team within a fast-paced, dynamic contact center environment and delivering exceptional Consumer Service proactively. * Building rapport with consumers and ensuring that all consumer contact is handled professionally to maximize all interactions to give product information on client’s brands and help in increasing consumer satisfaction.

* Engaging new and existing customers through proactive calls and chat to help them complete key transactions such as signing up, depositing, or placing a bet. * Daily monitoring of client's transactions in the systems (IMS, Betsys) * Proactively and regularly targeting various segments of customers in order to increase business performance. * Identifying players with multiple accounts and reporting them to Fraud team. * Increasing customer satisfaction and loyalty through exceptional service and problem resolution. * Providing accurate and satisfactory answers to existing and potential Customers. * Handling inbound and outbound interactions with and from customers, listening to their needs or issues, and providing helpful solutions to their problems. * Collecting Business Intelligence data and Customer Feedback * Identifying and handing over high-potential Customers to the VIP team.

* Responsible for the remote technical/administrative troubleshooting of the accounts, systems (SAP, CRM), and applications (MobileIron, CISCO…) for the Client`s employees * Managing the Service Desk queue in a professional and consistent manner that ensures user incidents, requests and queries are dealt with efficiently. * Maintaining a high level of customer awareness and focus by communicating regularly with other Service Desk team members and IT teams. * Active participant in communication via phone, emails, and chats with the Client`s employees and opening tickets in ServiceNow.

* Controlling costs and expenditures through detailed analysis of appropriate purchasing and inventory. * Recruiting, hiring, training, and mentoring the staff, developing skills and customer service excellence. * Supervising 25 employees, providing all coaching, mentorship, and performance reviews. * Anticipating and resolving all guest requests and complaints immediately and in a professional manner. * Consistently exceeded monthly sales goals, by training the staff on upselling techniques. * Ensuring that the House is maintained in a clean and tidy manner at all times, including that the kitchen is set up and closed down to agreed standards and following set procedures. * Responsible for social media networks and promotions.

* Supervising all in-house aspects of the restaurant, from decorations to menu selection. * Managing different areas of restaurant operations such as customer relations, vendors' relations, recruiting, and inventory control. * Training and motivating new staff regarding their work and responsibilities, controlled the overall cash flow on a daily basis to meet the weekly expenditures. * Maintaining accounting books regarding employee payroll and sales summaries of the restaurant. * Conduct regular reviews and determine disciplinary procedures when necessary. * Promoting the business through social interaction in community events. * Forecasting the daily food consumption and placing orders with suppliers

* Responsible for organization and management of all front and back-off house operations for mid-size restaurant and banquet facility. * Training and motivating new staff regarding their work and responsibilities. * Controlling the overall cash flow on a daily basis to meet the weekly expenditures. * Maintaining accounting books regarding employee payroll and sales summaries of the restaurant, promoting business through social interaction in community events. * Forecasting the daily food consumption and placing orders with suppliers. * Ensuring the correct use of cleaning materials and equipment. * Supervising the shifts of the kitchen, waiting, and cleaning staff. * Meeting and greeting customers and organizing table reservations, advising customers on the menu and wine choices.

* Being highly visible and the face of the business. * Supervising all in-house aspects of the restaurant, from in-house decorations to menu selection. * Managing different areas of restaurant operations such as customer relations, vendors' relations, and inventory control, training and motivating new staff regarding their work and responsibilities. * Controlling the overall cash flow on a daily basis to meet the weekly expenditures. * Maintaining accounting books regarding employee payroll and sales summaries of the restaurant. * Helping in promoting business through social interaction in community events. * Estimating the daily food consumption and placing orders with suppliers. * Ensuring the correct use of cleaning materials and equipment. * Advising customers on menu and wine choices.

* Overseeing all aspects of the daily operation of the restaurant banquet schedule. * Knowing members' names and greeting them promptly as such, in a pleasant manner making them feel at home. * Managing staff and providing them with feedback. * Controlling and inventory of banquet cutlery, glassware, linen, and equipment. * Responding to customer complaints. * Advising customers on the menu and wine choices, supervising the shifts of the kitchen, waiting, and cleaning staff. * Supervision of weekly payroll input.

* Greeting customers as they arrive and showing them to their tables. * Giving out menus and taking orders for food and drink. * Serving food and drinks. * Dealing with bill payments. * Making sure tables are clean and tidy. * Identifying and delegating responsibilities to shift leaders and staff to ensure objectives are met and excellent service is consistently achieved. * Implementing new company policies and procedures by developing plans and instructing staff. * Assisting in conducting staff and daily shift meetings. * Assisting in any areas of the restaurant when staffing constraints require. * Identifying employee weaknesses and retraining as necessary.

* Greeting customers as they arrive and showing them to their tables. * Giving out menus and taking orders for food and drink. * Serving food and drinks. * Dealing with bill payments. * Making sure tables are clean and tidy.

* Pitch story ideas to editors. * Prepare written content for daily deadlines. * Managing staff and budgets. * Writing stories and editorials. * Attending news conferences * Staying up to date with privacy, contempt, and defamation laws.