Kayla Douglas

• Provided support regarding all BCLC products ensure integrity in all communications, by phone, email or live chat.
• Developed and maintained strong working relationships with various internal stakeholders, player/public, vendors/suppliers, services providers and regulatory bodies in order to resolve issues and positively inpact the players' experience.
• Conducted various troubleshooting and customer service work related to all Casinos, Bingo, Lottery and PlayNow gaming equipment and products ensuring effective and efficient gaming operations.
• Excellent multitasking skills, handle upwards of 5 interactions at once and up to 200 interactions a day.

• Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
• Answered questions about store policies and addressed customer concerns.
• Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
• Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.

• Originated, reviewed, processed, closed and administered customer loan proposals.
• Completed required administrative duties as well as assisted branch manager with overflow tasks
• Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
• Closely monitored performance of current portfolio of specialty loans and made changes to achieve performance targets.
• Managed difficult customers and defused tough situations.

•Responded to guests needs, including slot machine inquiries, slot pay outs, making change, processing jackpots, promotional participation and general slot machine maintenance and troubleshooting.
• Functions as dispatcher to communicate floor needs and information to coworkers; balances urgency with grace under pressure.
• Proficient in handling, counting, and securing cash funds, ensuring accuracy.

• Builds relationships and loyalty with guests through sincere and meaningful interactions; learns guests' names and preferences, connects with them individually and professionally

• Ability to handle large volume of 250+ patrons daily.