Customer Service Manager
Resume:
Nicole Elledge
Highlands Ranch, Colorado 80130
303-***-**** (Cell)
abgv1f@r.postjobfree.com
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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