SUSAN BLACKARD
Kenner
Summary
Detail-oriented and highly analytical professional with a strong background in financial customer service and administrative operations. Proven ability to identify and resolve discrepancies through data analysis, accurate documentation, and process evaluation. Experience in compiling and maintaining confidential records, preparing detailed reports, and supporting compliance procedures- skills directly transferable to law enforcement administration. Adept at streamlining workflows, enhancing accuracy, and supporting high-steaks decision- making in face-paced, regulated environments. Committed to integrity, confidentiality, and organization efficiency.
Overview
22
22
years of professional experience
Work History
Customer Service Representative Central Teller
Metairie Bank & Trust
01.2008 - Current
- Analyzed customer account activity to identify discrepancies, potential fraud, and service issues, documenting findings in detailed internal reports for supervisory review- enhancing accuracy and early detection of anomalies.
- Maintained confidential records with a high degree of accuracy, entering data into secure systems and preparing documentation used for internal audits and procedural assessments.
- Compiled and organized large volumes of service data into structured reports, enabling administrative leaders to evaluate workflow efficiency and make informed operational decisions.
- Identified recurring customer concerns and procedural gaps through trend analysis, proposing and implementing administrative solutions that improve response times and policy adherence.
- Collaborated with compliance and risk teams to ensure proper documentations and adherence to financial regulations- experience that translates directly to supporting law enforcement policies and procedures.
Manager
Cafe Royale
01.2006 - 01.2008
- Oversaw daily operations of a high-volume cafe, ensuring exceptional customer service, product quality, and staff performance.
- Recruited, trained, and supervised front-of-house and back-of-house team members, fostering a positive and productive work environment.
- Managed inventory, vendor relationships, and supply orders to maintain stock levels and reduce waste.
- Developed staff schedules and handled payroll, labor budgets, and shift coverage to ensure optimal coverage and cost control.
- Created and implemented marketing promotions and seasonal menu updates, increasing foot traffic and customer engagement.
- Resolved customer concerns professionally and efficiently, maintained high satisfaction and repeat business.
- Monitored financial performance, including daily sales, expenses, and profit margins, and implemented strategies to increase revenue.
Supervisor
Treasure Chest Casino
01.2004 - 01.2006
- Supervised daily floor operations, ensuring smooth gameplay, adherence to gaming regulations, and exceptional guest service.
- Managed and supported dealers, slot attendants, and floor staff, providing leadership, guidance, and conflict resolution in a fast-paced environment.
- Monitored all table games and slot areas for compliance with internal policies, state gaming law, and security procedures.
- Handled player disputes, escalated issues when necessary, and maintained a professional, customer-focused demeanor to promote guest satisfaction and retention.
- Oversaw cash and chip handling, drop procedures, and table fills, ensuring accuracy, accountability, and secure transactions.
- Trained new hires and conducted ongoing coaching to ensure staff proficiency and adherence to casino standards.
- Collaborated with surveillance, security, and upper management to investigate and report incidents, fraud, or policy violations.
- Analyzed floor performance, staffing needs, and player behavior to improve operational efficiency and revenue generation.
Education
High School -
Bonnabel Alfred High School
Skills
- Exceptional customer service
- Conflict resolution
- Money management
- Interpersonal skills
- Work ethics
Timeline
Customer Service Representative Central Teller
Metairie Bank & Trust
01.2008 - Current
Manager
Cafe Royale
01.2006 - 01.2008
Supervisor
Treasure Chest Casino
01.2004 - 01.2006
High School -
Bonnabel Alfred High School
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