Christian Hickerson Email & Phone Number

Biloxi, Mississippi Area

-Oversees day to day shift operations and ensure that all required preparation for incoming shifts is complete in a timely manner-Maintains extensive knowledge in each area that the Guest Service call center covers in order to assist agents and guests with any and all questions-Prepares paperwork for incoming departments for daily operations-Understands how to use multiple computer programs simultaneously in order to make guest experience as efficient as possible-Correlates between multiple departments to guarantee guest satisfaction-Monitors, scores, and tracks agent phone calls for data and to ensure guest satisfaction-Receives calls and assist guests with multiple areas of the casino. Calls include: front desk, in-room dining, bell and luggage, limo, operator, amenity, housekeeping, and engineering services

Biloxi, Mississippi Area

-Implementing policies and procedures in a professional and timely manner-Monitoring recorded and live telephone calls-Maintaining company standards and morale for a team of 30+ individuals in a high volume, high stress call center-Supervise call center floor when necessary, including assisting agents with guest issues and handling escalated calls with efficiency, while maintaining confidence and guest satisfaction-Occasionally take incoming calls when call volumes are extremely high -Train new hires, complete new hire paperwork, and ensuring that new hires are ready to take the floor with level of professionalism and enthusiasm required by the company

Biloxi, Mississippi Area

-Booking reservations: Restaurant reservation, room reservations (complimentary, transient, and convention), Vision/Sun Country/Delta Airline reservations, etc-Maintained extensive knowledge of both Beau Rivage and Gold Strike Resort amenities, monthly promotions, and loyalty program, as well as maintaining general knowledge of various properties that fall under MGM Resorts International-Seamlessly operated multiple software programs while successfully maximizing revenue by promoting resort services-Worked in conjunction with casino personnel, i.e. Pit Managers, Casino Hosts and Executive staff to make sure that guest were accommodated to their satisfaction-Troubleshooting system errors and finding alternative routes when errors cannot be resolved in order to assure guest satisfaction

Biloxi, Mississippi Area

-Managed a high number of calls while ensuring that the caller’s needs are accurately fulfilled-Maintained working knowledge of the entire Beau Rivage property, including facility times, locations, phone extensions, and all upcoming events-Upheld company standards by giving exceptional service as the first point of guest contact

Associate Of Arts (A.A.)

Activities and Societies: Phi Theta Kappa Honor Society

High School Diploma, 12

Activities and Societies: JROTC