Anja Laitinen

• Supported player protection initiatives.

• Assisted with sales returns and new order processes.

• 15+ years of experience in customer service roles with proven ability to handle client inquiries and resolve concerns promptly.

• Exceptional communication and interpersonal skills, fostering positive client interactions and maintaining a professional demeanor.

• Demonstrated reliability in handling large financial transactions, ensuring accuracy and client trust.

Experienced in retail, hospitality, and gaming environments, with a focus on enhancing customer satisfaction.

Proficient in conflict resolution, problem-solving, and implementing customer-centric solutions.

Adaptable and quick to learn new systems and processes, including CRM software and client databases.

• Developed strong customer relationships through personalized design consultations and tailored recommendations.

Provided expert guidance in product selection to meet individual client needs, resulting in increased customer satisfaction.

Resolved customer issues effectively while assisting players with processing, deposits, withdrawals, and winning prizes.

Maintained composure and professionalism in a fast-paced, high-pressure gaming environment.

• Ensured customer protection by adhering to company policies, and providing clear, consistent communication.

• Assisted retailers in navigating sales returns and new order processes, maintaining a positive client experience.

• Ensured customer protection by adhering to OLG.

Policies and providing clear, consistent communication.

• Assisted the retailer in navigating sales returns and new order processes, maintaining a positive client experience.

• Provided assistance to new players by teaching them game rules and strategies.
• Answered incoming calls from guests inquiring about upcoming events or promotions.
• Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

• Developed positive relationships with customers through courteous interaction and prompt service delivery.
• Coordinated with internal departments to resolve complex customer inquiries or complaints.
• Maintained records of communications with customers and retailers for future reference.
• Assisted customers and retailers via telephone to resolve technical issues related to products and services.
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• Provided customers with product and service information, as well as assistance with problem resolution.
• Participated in training sessions on new products or services offered by the company.
• Maintained up-to-date knowledge of all products and services offered by the company.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• Provided companionship to isolated or lonely clients by engaging in conversation and accompanying them on outings.
• Collaborated with interdisciplinary team members to develop care plans for individual patients.
• Responded promptly to emergency situations involving clients' safety or well-being.
• Prepared meals according to dietary needs of individuals served.
• Provided emotional support for terminally ill patients and their families.
• Provided personal hygiene assistance including oral care, shampooing hair, changing bed linens.
• Assessed physical condition of patients and identified health problems requiring further medical intervention.
• Developed positive relationships with patients by demonstrating empathy and respect for their needs.
• Recorded vital signs, including temperature, pulse, respiration rate and blood pressure.
• Organized paperwork related to patient treatments and maintained accurate records.
• Examined and treated patient lacerations, contusions, and physical symptoms and referred patients to other medical professionals.
• Built strong and trusting rapport with clients and loved ones.

• Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
• Designed product layouts and marketing strategies, enhancing visual appeal and customer engagement.
• Trained new staff and educated customers on new products, boosting product awareness and sales.
• Provided leadership support during peak business hours by motivating staff members to meet targets.
• Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
• Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
• Oversaw daily cash handling procedures, reconciling discrepancies as necessary.

• Collaborated with interdisciplinary team members to develop care plans for individual patients.
• Maintained a safe environment for clients by ensuring all equipment is properly stored when not in use.
• Monitored changes in client behavior and reported any concerns to nursing staff.
• Encouraged clients to participate in recreational activities such as reading, playing games, and socializing with others.
• Assisted clients with daily activities such as bathing, dressing, and grooming.
• Recorded vital signs, including temperature, pulse, respiration rate and blood pressure.
• Facilitated communication between healthcare providers regarding the status of each client's health.
• Organized paperwork related to patient treatments and maintained accurate records.
• Lifted, moved and adjusted clients to ambulate individuals for diverse needs.
• Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
• Partnered with registered nurses and physiotherapists to provide care to patients.

• Prepared presentations with sketches, renderings and material boards for clients.
• Developed space planning solutions that meet functional needs while maintaining a cohesive aesthetic throughout the space.
• Performed site visits to evaluate existing conditions of existing spaces.
• Researched materials, fabrics, textures and colors that best fit the desired aesthetic.
• Analyzed budgets to determine project scope of work within budgetary constraints.
• Assisted in selecting furnishings, fixtures, accessories, window treatments, paint colors and wall coverings for interior spaces.
• Provided complimentary in-home consultations to prospective clients to gather ideas and promote design services.
• Subcontracted fabrication, installation, and arrangement of carpeting and fixtures.

• Created and implemented party decoration ideas for events of various sizes, from small family gatherings to large corporate functions.
• Hired staff members such as florists or lighting technicians as needed for specific projects.
• Organized and set up event areas with furniture, linens, props, lighting fixtures, audio-visual equipment, and other materials.
• Developed decorating timelines to ensure that all elements were completed on time and within budget.
• Designed and assembled balloon arches, centerpieces, table displays, and other decorations according to customer specifications.
• Managed inventory of event supplies and equipment, ensuring availability and condition for upcoming events.

• Assisted customers in understanding how to use different types of gaming machines.
• Greeted customers and provided them with information about the gaming machines.
• Adhered strictly to company policies regarding confidentiality of patron data.
• Kept track of cash transactions at each machine, ensuring accuracy of records at all times.
• Maintained a professional attitude with guests while providing excellent customer service.
• Resolved disputes between patrons arising from misunderstandings over game rules or payouts.
• Participated in team meetings with other attendants discussing ways to improve customer service standards.
• Collected money from players and paid out winnings when necessary.
• Adhered to security protocols and cash-handling best practices to maintain correct totals.
• Cleared coin jams and performed minor slot machine repairs.
• Monitored activity throughout casino floor and reported issues to supervisor for immediate attention.

• Answered customer inquiries and provided accurate information regarding our game varieties and offerings.
• Gathered customer feedback through surveys and used the data to improve customer service.
• Developed strong relationships with customers by providing personalized assistance and support.
• Performed administrative tasks such as filing paperwork, updating databases and generating reports.
• Informing players about new promotions and managing the winner's circle rewards program.
• Educating players on PlaySmart programs and gambling support options.
• Provided support and guidance to colleagues to maintain a collaborative work environment.