Deauhnna T. Email & Phone Number

Absecon, Nj, Us

My current employer is DraftKings Inc., where I answer phone calls and emails and communicate via live chat support for online players on numerous casino websites 24 hours a day, 365 days a year. Responsibilities :• Handling all customer contacts (phone, email, and live chat), following the Customer Service guidelines and procedures promptly.• Investigating fraudulent player behavior and taking appropriate actions per the SOP, such as monitoring transactions & customer records via internal and external fraud prevention systems. • Providing “Know Your Customer” and document verification services to customers.• Showing a commitment to ensuring responsible gaming.• Accessing player personal data, including transaction history, payment details/history, responsible gaming limits, exclusion status, physical location during play, and identity verification, using internal and external systems to help resolve player queries and problems. MilestonesMay 2023: • Conducted training classes to teach up to 25 new hires how to use systems, Responsible Gaming, and how to detect fraud.April 2024:• Identified and mitigated a critical vulnerability, safeguarding the company from potential financial impacts.• Developed detailed Stonly flows and updated internal knowledge base articles, improving the efficiency and effectiveness of the Customer Experience (CX) team in handling player queries and issues.• Coordinated cross-functional teams to review, approve, and implement new workflows, reducing player confusion and operational inefficiencies.• Facilitated the creation of detailed documentation and managed stakeholder feedback through dedicated communication channels.Licenses:• Pennsylvania Gaming Control Board• New Jersey Gaming Enforcement• West Virginia Lottery CommissionAccomplishments: Associate of the Month February 2023

Pleasantville, New Jersey

Former employer was H&R Block for 2018, 2020, and 2022 Tax Season at The Pleasantville Shopping Center -Assisting fellow coworker tax preparers with their clients by answering questions and setting up appointments before they go into their office, and also setting up new first time clients and match them with a tax professional.Client Service Professional Responsibilities: • Greet clients in a personalized, warm, friendly, and inviting manner by using phone etiquette and office protocol.• Match clients to tax professional that is best available to fulfill the client needs by using tools and systems provided by their system, Appointment Manager.• Schedule clients that fit their needs. • Manage client wait time expectations and give them other resolutions if the wait time was too long.• Assure client safety focus, confidentiality, and privacy before, during, and after service.• Identify and communicate products or services to help unique client needs.• Cleaning duties and organization skills.• Understand and follow all office procedures and systems, including opening, closing, POS, cash drawer reconciliation, paperwork filing, and about all the products we offer to fit the clients needs.Skills• Ability to work under pressure in a high-stress environment.• Having interpersonal communication with coworkers and guests.• Time management and multitasking for efficiency.• Efficient at critical thinking and problem-solving.• Software skills Proficiency:Appointment ManagerHRBLOCK POSTelephonesMicrosoft Office SuiteWPM 40

Bay Lake, Florida, United States

• Assisted guest with their luggage, and transportation schedules,ensuring guests that they would have an enjoyable stay.• Assisting guest to find and purchase merchandise from Disney parks.• Received cast recognition from a co-worker and recognized by gueston twitter.

Hamilton, New Jersey, United States

• Being pleasant, professional, and always having a smile in my voice.• Answered all inbound calls to process new member sales, add-ons, upgrades, automatic renewals and transfers and process credit card payments• Delivered extraordinary customer service to ensure member satisfaction.• Provided advice about travel, tours, and directions.• Consistently doing upsell and cross sell other AAA products and services such as discount club, AAA credit card, and AAA insurance.• Help our members in their time of need by taking roadside assistance calls and accurately capturing the details of their needs• Designed Icons for Companies' employee help portal using adobe illustrator and adobe Photoshop during work hours.

Egg Harbor Township, New Jersey, United States

Former employer was Scientific Games - worked at home due to COVID-19 Answering Phone calls, emails, and communicate via live chat support for over 175,000 Online Players for numerous casino and lottery websites 24 hours, 365 days a year. Responsibilities :• Handling all customer contacts (phone, email & live chat), following the Customer Service guidelines & procedures in a timely manner.• Proactively remaining current with internal customer service Standard Operating Procedures.• Investigating fraudulent player behavior, taking appropriate actions as per the SOP such as monitoring transactions & customer records via internal and external fraud prevention systems. • Providing “Know Your Customer” and document verification services to customers.• Investigating patron complaints, and outbound campaigns. Show a commitment to ensuring responsible gaming.• using both internal and external systems in order to access player personal data, including transaction history, payment details/history, responsible gaming limits, exclusion status, physical location during play, and identity verification in order to help resolve player queries and problems. Licenses:• Pennsylvania Gaming Control Board• New Jersey Gaming Enforcement

Galloway, New Jersey

Former employer was Marriott Vacation International at Marriott Fairway Villas in Galloway Township New Jersey for the summer season as a Food and Fun intern - assisting and conducting all activities around the resort for all ages.Food and Fun Responsibilities :• Encourage, recruit, register, and schedule guests to participate in recreation activities. • Promoting fun and relaxing atmosphere for guests. • Providing information to guests about available recreation facilities and activities.• Being aware and empathetic of possible situations where guests are not able to safely participate in an activity and inform supervisor/manager. • Clean and maintain recreational equipment and supplies. • Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. • Using First in and first out while in contact with food.Skills :• Working under pressure in a high-stress environment• Having interpersonal communication with coworkers and guests.• Time management and multitasking for efficiency.• Efficient at critical thinking and problem-solving.Certifications:•ServSafe•TiPS (Trained for Intervention Procedures ) - Alcohol Consumption.

Former employer was The Walt Disney Company in Lake Buna Vista, Florida as a Greeter and a Bell service dispatcher in front of the house assisting guests with their luggage and transportation times from when they arrive to when they depart. Ensuring the guest they have an enjoyable stay. Greeter Responsibilities: • Care and storage of guest property• Following all safety zones while lifting luggage from 20 to 50lbs.• Transport Guest luggage from luggage room to guest at the bell stand. • Direct traffic at the hotel driveway.• Working indoors and outdoors• Proactively address guest needs by answering questions, giving directions and other information regarding the hotel/resort or surrounding areas• Exhibited a positive, friendly and helpful attitude to our Guests and maintain the show quality of our resort.Dispatcher Responsibilities: • Assist Valet Booth/Bell Desk when necessary- including heavy use of phones and basic computer skills• Greets guests at the resort entrance and radio in arrivals• Greet guests with a positive, friendly and helpful attitude• Proactively address guest needs by answering questions, giving directions and other information regarding the hotel/resort or surrounding areas• Set departing guest up for luggage to be picked up in the morning• Notifying guest about Resort Airline check in and also the time for their Disney Magical Express departures.Skills• Ability to work under pressure in a high-stress environment.• Having interpersonal communication with coworkers and guests.• Time management and multitasking for efficiency.• Efficient at critical thinking and problem-solving.• Software skills Proficiency:LILODisney Experience ApplicationHOTSOSDispatch TelephonesMicrosoft Office Suite WPM 40Certifications :CPR and AED Certification By The American Heart Association.Accomplishments :Received a cast compliment and was recognized on social media.

Greater Philadelphia Area

Former employer was Wyndham Worldwide at Galloway Twp Hotel, Seaview Hotel and Golf Club A Dolce Resort. Main position was guest service agent but was also a Night Auditor manager.Responsibilities• Maintaining guest service agent standards and responsibilities.• Rolling the business day over to prepare for the next day. • Closing and balancing out accounts.•Filing night audit reports for accounting and records department. • Maintaining communication with the accounting office. • Resolving guest-related problems to ensure a positive stay. • Reviewing cashier audits for accuracy, including generating end-of-day reports and entries.Skills• Ability to work under pressure in a high-stress environment.• Having interpersonal communication with coworkers and guests.• Time management and multitasking for efficiency.• Efficient at critical thinking and problem-solving.• Software skills Proficiency:Opera HOTSOSSYNERGY PBX TelephonesMicrosoft Office SuiteMicros POS. WPM 40Working Accomplishments :September 2017, I was awarded Associate of the month for excellent guest services and taking the extra mile. February 2018, I was nominated to be Associate of the year excellent guest services and taking the extra mile.

Greater Philadelphia Area

Former employer was Wyndham Worldwide at Galloway Twp Hotel, Seaview Hotel and Golf Club A Dolce Resort as a Guest Service Agent working front of house assisting guest from when they first arrive to when they depart.Responsibilities• Taking care of VIP members, corporate groups, and walk-in’s.• Resolving guest related problems. • Entering data into a computer. • Using Private Branch Exchange Operations by taking calls and answering any questions that guests may have.• Standing on my feet for long periods of time.• Overseeing all cash and credit transactions and maintaining a bank. • Communicating with other departments in front of house efficiently in order to ensure our guests in-house are satisfied with our services.• Adjusting in-house reservations in order to cater to the guest’s needs.Skills• Ability to work well under pressure.• Working well independently or within a team environment.• Having interpersonal communication skills.• Detail-oriented.• Using Hospitality Language.• Critical thinking and problem solving.• Time Management and Multitasking.• Software Proficiency:Opera HOTSOSSYNERGY PBX TelephonesMicrosoft Office SuiteMicros POS. WPM 40Working Accomplishments :September 2017, I was awarded Associate of the month for excellent guest services and taking the extra mile. February 2018, I was nominated to be Associate of the year excellent guest services and taking the extra mile.

United States

Former employer was Marshall Retail group (LICK) at the Atlantic City store #342 as a Cashier Sales Associate. Helping customers and help them find their old-time favorite nostalgic candy. Responsibilities• Engaging customers and answering questions that the customers may have about our products.• Fully understanding the customer’s needs.• Standing on my feet and walking for long periods of time.• Organizing candy orders on time for the next business day.• Cognoscente of health codes regarding food/candy.• Maintaining core standards to make it easy and safe for customers to shop. • Maintaining a safe environment for guests and coworkers.• Maintain business reports to let corporate office know what is exactly selling in the store. • Taking phone calls and talking to customers about our products in a polite way.Skills• Having great interpersonal communication with coworkers and customers.• Solving on the spot customer-related problems. • Telephone Etiquette• POS ProficiencyWork Accomplishments:• In April of 2014, For Marshall Retail Group, I received a 107% score on a secret shop for excellent customer service.• In September of 2015, For Marshall Retail Group, I received a 107% score on a secret shop for excellent customer service.

United States

Former employer was Jcpenney at the Mays Landing store #2287 and worked as a customer specialist in the Men's Department. Helped customers dress accordingly for their own discretion or to future events.Responsibilities:• Fully understanding the customer's needs.• Helping customers find what they need in the store.• Taking phone calls and talking to customers about our products in a mannerly way.• Engaging customers and answering questions that the customers may have about our products.• Maintain core standards to make it easy for customers to shop.• Checking and recording inventory to give accurate numbers to corporate of what we exactly have.Skills• Ability to work under pressure in a high-stress environment. • Having interpersonal communication with coworkers and customers. • Critical thinking and problem-solving. • Telephone Etiquette. • Internet Proficiency.• POS and Handheld POS.Work Accomplishments:In 2013,• Signed up 109 customers for credit applications, was number 4 out of 250, Credit Sales at the store. • made 28 online orders for the quarter.( a store’s goal as a whole, is only 20 Online Orders) was the first to do that in 2 years prior during that period of time when employed there.

Bachelor Of Fine Arts - Bfa, Design And Visual Communications, General

Activities and Societies: Ospreys for Service Workers, Disney Association Graduated from Stockton University majoring in Visual.

Associate Of Science - As, General Studies

Activities and Societies: Paralegal Club and Radio Club A graduate of Atlantic Cape Community College majoring in Applied Sciences.

High School Diploma, Dance

Activities and Societies: Outreach program, Rebel Dance

Master Of Arts - Ma, Instructional Technology