IOANA ANDREEA PELES
Limassol
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Supervisor, Executive & VIP Services
Melco Resorts & Entertaiment
06.2023 - Current
- Advised guests and employees on current and upcoming events, including festivals, concerts and special guest appearances to facilitate interest.
- Issued rewards to guests to encourage continued play and high-dollar spending.
- Promoted players' club by walking casino floor and signing up new guests.
- Explained club to guests and assisted with any service need to maintain high satisfaction and brand loyalty.
- Resolved conflicts with communication skills and use of discounts and complementary offerings.
- Used player tracking system to determine eligibility for complementary services and prizes.
- Completed casino cage transactions on behalf of customers.
- Assisted with in-house reservations for restaurants, shows and spa services to deliver maximum guest satisfaction.
- Verified and maintained compliance with applicable gaming regulations and laws as well as internal casino policies, procedures and controls.
- Reviewing KYC, SOW and SOF.
- Compiled reports, tracking responses to casino marketing initiatives to target qualified players.
- Exceeded pre-determined goals for special event attendance, advance hotel reservations and new player sign-ups.
- Moderated floor disputes to protect business assets and resolve customer service issues.
- Observed gamblers to identify signs of cheating, including marking, switching and counting cards.
- Improved operations by working with team members and customers to find workable solutions.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Oversaw daily operations of department, ensuring smooth workflow and timely completion of tasks.
- Resolved conflicts among team members promptly, maintaining harmonious working environment conducive to productivity.
- Evaluated staff performance and provided coaching to address inefficiencies.
Slot Attendant
Melco Resorts & Entertaiment
01.2023 - 06.2023
- Customer Service
- Built rapport with regular patrons, recognizing and remembering their preferences to personalize their gaming experience.
- Completed casino cage transactions on behalf of customers.
- Supported seamless operations during busy periods by effectively multitasking and prioritizing responsibilities as needed.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Observed all corporate and federal regulatory policies in terms of data security, privacy and confidentiality.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
Customer Support Representative
Help Online LTD
09.2022 - 12.2022
- Answered Live Chats and emails regarding any issues that a player encounters.
- Resolved customer complaints empathetically and professionally.
- Maintained understanding of company products and services.
Dealer
Melco Resorts & Entertaiment
09.2018 - 09.2022
- Maintained fast, smooth game pace by efficiently handling chips, money, and cards.
- Demonstrated attention to detail through precise recording of player actions during games for regulatory compliance purposes.
- Monitored players behavior, taking appropriate action against rule violations.
- Learned and followed company procedures to maintain consistency and standards.
- Prepared players to join games by explaining rules and exchanging money for chips.
- Kept track of game outcomes and reported to supervisor for accurate record keeping.
- Developed strong rapport with guests, resulting in regular clientele and increased tips for excellent service.
Sales Agent
Panathinaikos Bingo
08.2010 - 08.2018
Travel Consultant Part-time
West And Travel Agencie
10.2010 - 07.2011
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Followed up with customers to increase customer service with travel plans.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
Education
Law
University Of Economic, Legal And Administrative
Pitesti07.2006
Skills
- Customer service
- Adaptability and Flexibility
- Organization
- Team Collaboration
- Self Motivation
- Communications
- Supervision
- Planning and coordination
- Fluent in Romanian, English, Greek
- Driving License: European, Cat B since 09/2001
Timeline
Supervisor, Executive & VIP Services
Melco Resorts & Entertaiment
06.2023 - Current
Slot Attendant
Melco Resorts & Entertaiment
01.2023 - 06.2023
Customer Support Representative
Help Online LTD
09.2022 - 12.2022
Dealer
Melco Resorts & Entertaiment
09.2018 - 09.2022
Travel Consultant Part-time
West And Travel Agencie
10.2010 - 07.2011
Sales Agent
Panathinaikos Bingo
08.2010 - 08.2018
Law
University Of Economic, Legal And Administrative
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