Reynalyn Scott
Carnegie
Summary
Looking to broaden my hospitality skills with the 20+ years of experience I have gained. Highly motivated and positive individual with great organizational and communication skills. Customer service master and efficient problem solver. Deftly manage administrative functions of the practice. Provide thorough answers and solutions and provide an exceptional customer experience. Personable Customer Service Executive offering over 20+ years of experience. Willing to go the extra mile and treat customers with high levels of respect for best-in-class service. Dedicated to reliability, resourcefulness and efficiency. Self-assured professional skilled in interpersonal communications and offering a background in customer service. A problem-solver with a great personality. Looking to bring excellent client engagement skills to a Customer Service Executive position where hard work and honesty are appreciated. Manage phone, Internet and face-to-face communications with customers. Identify new opportunities and liaise with current and potential new customers. Inform and educate support and sales personnel regarding latest customer trends, wants, and needs. Strive to exceed customer expectations on all fronts including support, service and willingness to address any and all issues quickly. Maintain appropriate level of transparency between company and clients to increase client confidence, trust and sales.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Financial Experience Advisor
Clearview Federal Credit Union
10.2020 - Current
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on each clients' individual needs.
- Gain full understanding of credit union members financial and personal goals and put the customer needs first while working with them to Identify, execute and follow up on opportunities to gather additional client assets
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Pitched products and services to potential customers, securing new deals and sales opportunities by making calls or emails.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Documented accurate records of new sign ups and products on a monthly basis.
- Trained new and existing employees on customer service best practices to improve overall customer handling skills.
- Made average of 20 outbound and inbound calls per day.
- Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
- Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Build strong relationships with members within the credit union, profile and execute on new business, assess member needs and recommend the right combination of products and solutions by consistently using the prescribed sales process.
- Educated customers on online banking and mobile banking applications.
- Achieve sales and revenue goals and meet certain professional growth and development goals.
- Executed wire transfers, stop payments and account transfers.
- Responsible for maintaining existing client relationships and following up with clients to manage future investment needs.
- Trained new hires on customer service policies and procedures.
- Provide accurate and appropriate account information encompassing all savings products, loans, IRAs and certificates.
- Educate and increase member awareness of all credit union products, services and promotions
- Open and process all new accounts and update account information as required.
- Informed clients of strategies for reducing debt and maximizing savings.
- Advised clients on financial decisions, including insurance, investments, and certificates
- Verify proper documentation to ensure requests are completed in a timely manner when applying for a loan.
- Recommended customers to various loan products based on the customer needs
- Evaluated loan applications and documentation by confirming credit worthiness
- Used Episys and Meridian Link to calculate client assets, liabilities, insurance coverage and cash flow to create investment strategies.
Bartender Supervisor
Muzzy's II, Ole' Hickory Inn, Ragtop Bar Grill
09.2005 - Current
- Maintained secure cash drawers, promptly resolving discrepancies for accuracy
- Organized bar inventory with 3 bars and storage procedures to keep stock within optimal levels and meet expected customer demands
- Applied excellent organizational and multitasking abilities to handle simultaneous customer, team and business needs while avoiding unnecessary delays or errors
- Assisted servers with specialty drinks orders by preparing on-demand items without delay
- Kept alcoholic beverages well-stocked and organized to meet expected demands
- Managed accurate register and produced daily sales reports backing up inventory usage numbers
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers
- Developed unique drink and cocktail offerings on monthly basis as part of seasonal offerings
- Developed new signature cocktails to support bar marketing brand and increase profits
- Maintained relationships with 10 vendors to facilitate effective inventory management and implement cost controls
- Took customer orders and capitalized on opportunities to sell special beverage and food options
- Used social media and marketing strategies to increase patronage attendance
- Stayed up-to-date on state laws regarding alcoholic beverage services
- Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
- Checked identification of customers to verify age requirements needed for purchase of alcohol.
- Reduced inventory losses by creating new drink menu items to move older products.
Player Development- Casino Host
The Meadows Racetrack & Casino
05.2007 - 09.2020
- Served needs of more than 250+ customers in fast paced busy environment
- Watched gamblers on floor to isolate cheaters by identifying behaviors such as counting or marking cards
- Eliminated customer service issues by quickly resolving disputes and correcting problems
- Enhanced control systems and monitoring procedures to maintain game compliance with Pennsylvania Gaming standards
- Developed team communications and information for weekly meetings
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
- Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from misleading information, protecting company reputation and loyal client base
- Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival
- Exceeded pre-determined goals for special event attendance, advance hotel reservations and new player sign-ups.
- Promoted players' club by walking casino floor and signing up new guests.
- Assisted with in-house reservations for restaurants and shows to deliver maximum guest satisfaction.
- Verified and maintained compliance with applicable gaming regulations and laws as well as internal casino policies, procedures and controls.
- Issued rewards to guests to encourage continued play and high-dollar spending.
- Used player tracking system to determine eligibility for complementary services and prizes.
- Helped resolve problems with slot rating system using strong problem-solving abilities and technical knowledge.
- Introduced new VIP guests to casino property and discussed available amenities, including pools, restaurants, gaming offerings and entertainment.
- Smoothly oversaw efficient and accurate monetary transactions between house and customers.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Performed site evaluations, customer surveys and team audits.
- Met and often exceeded quarterly sales goals.
Education
Associate of Arts - Elementary Education
Community College of Allegheny County
Pittsburgh, PA2006
High School Diploma -
Chartiers Valley High School
Bridgeville, PA2003
Skills
- Event Planning
- Excellent guest service and hospitality skills
- Solution oriented and always looking to please customers
- Good collaboration and networking abilities
- Ability to function and act independently
- Ability to handle and confidential information
Certification
Mortgage Loan Officer Certification
Timeline
Financial Experience Advisor
Clearview Federal Credit Union
10.2020 - Current
Player Development- Casino Host
The Meadows Racetrack & Casino
05.2007 - 09.2020
Bartender Supervisor
Muzzy's II, Ole' Hickory Inn, Ragtop Bar Grill
09.2005 - Current
Associate of Arts - Elementary Education
Community College of Allegheny County
High School Diploma -
Chartiers Valley High School
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