Customer Service Manager

Nicole Elledge

***** ******** *****

Highlands Ranch, Colorado 80130

303-***-**** (Cell)

********@*******.***

Employment:

Sr. Financial Analyst- Ameristar Casino Black Hawk (2008-2010)

-Specialized in Labor productivity by managing FT and PT headcounts.

Analyzed key business indicators and made decisions regarding need for

additional labor. Assisted property in increasing PT by 22% in one year.

-Helped interpret financial statements and analyzed pertinent data

pertaining to financial reports and completed ad-hoc financial reporting.

Converted business indicators and daily operating tasks into labor hours.

-Trainer of Hyperion, HIPER, Unifocus, and Kronos systems, and ran

statistical reports. Participated in weekly yield meetings with Corporate

and property with Lost Booking and Profitability reports.

-Created weekly schedule drafts and led planning meetings to discuss

results. Responsible for audits and management of the Job Logix

requisition system and was the designated property labor approver.

-Responsible for improving the properties financial performance by

development and monitoring of the "Balanced Scorecard", a metric based

spreadsheet for each department- (measurement of financial metrics such

as PT%, wages as a % of revenue, OT% to goal, and PT average hours to

goal).

-Created automated programs to improve efficiencies in the Cage and

saved 2 FTE's and 72K a year. Rolled automated program out in 2 other

properties and customized program to fit property needs. I assisted in

revising the Cage audit to remove 3 hours a day-equivalent to 1092 labor

hours a year and $20K.

-Assisted in budget preparation, loading data into Timeline, month end

closing process. Also, became the secondary reviewer of the audits.

Participated in the completion of the monthly Strategic Review document

and in creating business documents for the "Score" meetings every

quarter.

-Served as interim Count Room Manager for 2 months and participated in

Count functions, led the Kiosk drop, entered the schedules for the Count

team, coached on internal audit findings, and completed performance

reviews.

I created the Kiosk Bank with a replenishment inventory for 21 Kiosks and

a drop process for each Kiosk that flows through the Count Room, into the

Main Bank, and then into the Kiosk Bank. This allowed for continuous flow

of money and reduced cash on hand inventory by over 1 million dollars.

Participated in the automation of Cage programs after the consolidation

of Cage and the Players Club. Worked with the Cage in training team

members how to use the bank and front line software after consolidation.

Assisted in creating a new agreement with Certegy and developed new

procedures for check cashing according to Colorado stipulations after the

consolidation of Cage and Players Club.

Cashier, Banker, Lead, Cage Supervisor, Assistant Cage Manager- Ameristar

Casino (August 2002-2008)

-Was a cashier and Main Banker, bank trainer, and a Cage lead. Became

a Supervisor and was promoted to the Assistant Cage Manager 1.5 years

later.

-In Mgt, I oversaw all Cage operations and ensured compliance and

integrity of all Cage transactions, settled Cage disputes, and oversaw

45 team members and Sup. Assisted in all aspects of hiring, terms,

performance reviews, coachings, and development plans. Also reviewed

Standard Operating Procedures.

-Performed coaching's as well as timely performance reviews for all

Cage team members, and developed training plans for team members.

-Handled Unifocus and Kronos training as well as Customer Service

training classes for Cage team members, and developed a variance

tracking program (in Access) to automate the process and make tracking

more efficient.

-Created the Kiosk Bank as well as the automated program the bank uses

to reconcile the Kiosks, and developed a new Daily Cash Summary report

for the Main Bank. Automated the tip process for Craps, Poker, and

Black Jack and flowed it through Accounting automatically.

- Handled training of all automated programs and created a manual for

the Kiosk Bank. Managed and monitored the scheduling process for all

45 team members, and developed a team building session to encourage

team work within the department.

-Managed the meter team before Oasis system was approved, and worked

with the Revenue Audit Manager when a slot machine reading needed to

be investigated. I saved the company $50K for the half year that I

took the meter team over, and the company was able to cancel the

contract with the outsourced meter team.

Cage Supervisor, Banker- Ameristar Casino Kansas City (was also

Station Casino) 2000-2002

Processed even exchanges and buys for the entire casino, as the Main

Bank was the "bankroll" for the casino. Handled daily deposits, Title

31 transactions, hopper fills, jackpot payouts, impress "loads" of

carts, and counting cashiers in and out of banks. Reconciled a $10

million bank every night.

Ameristar Casino Vicksburg- Main Banker, (02-1998 through 11-1998)

Processed cashier window exchanges and prepared deposits. Reconciled

an 11- million dollar bank, marker bank, and vault while maintaining

security and accountability during the shift. Verified daily paperwork

to resolve any variance errors.

Counted and verified all funds into assigned bank and performed window

exchanges to replenish impressments of cashiers drawers. Ensured

compliance with departmental Internal Controls and procedures.

Harrahs Casino and Hotel, Vicksburg Mississippi, Night Audit

Supervisor (1994-1996)

Acted as the contact person for tour groups. Trained night employees

on audit system. Ran night audit final after ensuring all revenues

were in balance. Performed the duties of a Front Desk Clerk including

express checkouts. Assisted PBX in taking and placing wake-up calls.

Audit, balanced restaurants and room service cash and credit

operations that included checks, over/short figures, deposits, and

counts. Audited and balanced room charges, phone calls, zero balance

folios, and corrections.

Kroger- Customer Service Desk (Cleveland Mississippi & Vicksburg

Mississippi) (1989-1993)

Acted as the head clerk. Made daily deposits, balanced cashier tills,

managed cashier breaks and start times, stocked and faced groceries,

supervised clerks, ran the customer service desk. Worked in Vicksburg

and then transferred to Cleveland store.

Education:

Warren Central High School- Vicksburg, Mississippi (1987-1991)

Graduated with High Honors, member of the National Honor Society, 3.9 GPA.

Delta State University- Cleveland, Mississippi (1991-1992) Majored in

Business Administration and Accounting.

Ashford University, Clinton Iowa (2008-2010)

Majored in Business Administration and Finance. One year to completion of

Bachelors degrees in both areas.

Skills:

Advanced Excel & Word Labor Productivity Analysis

Cage automation

Job Flash and Job Logix admin. Experience in Financial and Budget

preparation

Showcase and Crystal 8 years of Count Room and Cage

Management

ACILIVE-internal audit findings Unifocus, Kronos, Infinium trainer

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