MONA LISA URBINA
Gretna
Summary
Demonstrated success in improving guest satisfaction through strategic reservation management and VIP services. Expertise in event coordination and player tracking, resulting in exceptional guest experiences.
Overview
25
25
years of professional experience
Work History
Executive Casino Host
TREASURE CHEST CASINO
Kenner
08.2023 - 11.2025
- Boosted customer satisfaction by managing guest reservations and VIP experiences.
- Oversaw special events and promotions to enhance guest engagement.
- Anticipated guest needs to provide tailored service experiences.
- Streamlined communication with internal teams to elevate service delivery.
- Monitored player activity for targeted marketing initiatives.
- Trained new hosts on customer service excellence and casino operations.
- Resolved guest inquiries and complaints promptly, ensuring positive experiences.
- Utilized player tracking systems to evaluate eligibility for complimentary services.
Independent Insurance Adjuster
Global Risk Management Solutions / VARIOUS FIRMS
Gretna
04.2010 - 09.2023
- Evaluated insurance claims for property damage and liability issues, ensuring accuracy and compliance.
- Conducted on-site inspections to assess damages and collect supporting evidence.
- Negotiated settlements between insurance companies and claimants to expedite resolutions.
- Collaborated with policyholders to clarify claim details and manage expectations.
- Prepared detailed reports summarizing findings from investigations and assessments.
- Investigated potentially fraudulent claims, ensuring thoroughness and cost control.
- Utilized industry software for efficient documentation and tracking of claims.
- Coordinated emergency repairs with contractors to enhance customer service.
OPS SUP SENIOR MANAGER
Best Buy
Harvey
03.2001 - 04.2010
- Optimized customer service strategies through leadership of cross-functional teams.
- Developed training programs to enhance staff product knowledge and sales techniques.
- Managed inventory processes to ensure optimal stock levels and availability.
- Negotiated contracts with vendors to strengthen supply chain management.
- Analyzed market trends to guide strategic planning and competitive positioning.
- Oversaw merchandising strategies aligned with branding and marketing initiatives.
- Conducted performance reviews and facilitated employee development feedback sessions.
- Implemented process improvements that increased operational efficiency and reduced costs.
Education
Associate of Science - Business Administration And Management
PHILLIPS
Jackson, MI04-1996
Skills
- Customer relationship management
- Market and data analysis
- Inventory oversight
- Networking strategies
- Effective communication
- Attention to detail
- Staff training and development
- Customer service expertise
- Marketing knowledge
- Profit maximization
- Floor monitoring
- Multitasking abilities
- Human resources management
- Risk assessment skills
- Business development
Languages
Spanish
Full Professional
Vietnamese
Full Professional
Portuguese
Full Professional
Timeline
Executive Casino Host
TREASURE CHEST CASINO
08.2023 - 11.2025
Independent Insurance Adjuster
Global Risk Management Solutions / VARIOUS FIRMS
04.2010 - 09.2023
OPS SUP SENIOR MANAGER
Best Buy
03.2001 - 04.2010
Associate of Science - Business Administration And Management
PHILLIPS