Customer Service Shift Manager

Eileen Ortega

Sparks, NV

Casino Operations Shift Manager MOD

Motivated Casino Operations Shift Manager who seamlessly balances Casino supervision with

promoting an enjoyable experience for all guests. Offering more than sixteen years management

experience in hospitality, entertainment and customer service. A highly knowledgeable resource

who parlays subject-matter-expertise on gaming compliance, guest services, productivity strategies,

employee relations and performance management. An effective communicator who builds consensus

with guests and employees to promote an enjoyable environment effectively resolving guest

complaints and employee grievances. Holds a current Gaming Card.

Willing to relocate to: Sparks, NV - Reno, NV

Authorized to work in the US for any employer

Work Experience

Casino Shift Manager

DIAMONDS CASINO - Reno, NV

March 2022 to March 2024

Guest/Customer service, Security, Surveillance, assisted Rpd with investigations. Helped with Drawings

that were on Tuesday's and Friday's, Helped in the Cage, Diner, and bars when needed. Paid out Jackpots,

Hand Pays, and Short Pays. Making sure Casino was running smoothly, and by company policy. Used

Super playmate / oasis to Load free play, as well as adding in new Guest to the rewards system, Daily

shift reports, Worked with the Dept Managers closely. Used Paylocity-to report Employees work shifts to

Hr. Constantly doing perimeter checks, around building and parking lot, also monitored the restrooms

for drug use and overdoses.

Production Associate

Tesla GigaFactory - Sparks, NV

February 2021 to February 2022

Punctuality and be professional,

Performed complex assembly work. Tasks require the use of state of art manufacturing tools, precision

measuring equipment, and machinery,

followed verbal and written instructions for specialized equipment, Completed standard work process

and followed trained procedures.

Operated complex manufacturing equipment under supervision, Escalated technical problems to the

appropriate support groups and leaders.Followed safety guidelines & procedures.Maintained a clean and

orderly work area, Evaluated the assembly processes and equipment to look for continuous improvement

opportunities, Complete other duties as assigned/support cross-functional teams.

Package Handler

FedEx Ground Warehouse - Sparks, NV

2021 to 2021

Physical loading, unloading and sorting of packages of varying sizes and weights by hand including lifting,

pushing, pulling, carrying, scanning, placing packages as well as a physical bending, twisting, kneeling,

and etc. in a safe and efficient manner.

Casino Operations Shift Manager

C.O.D. CASINO - Minden, NV

2017 to 2019

Oversee and analyze daily Casino shift operations. Work with other shift managers to develop productivity

strategies. Ensure all Casino regulations have been properly implemented. Resolve guest and employee

issues in a timely efficient manner. Evaluate customer satisfaction comments and identify areas needing

improvement. Work with off-site employees to arrange for slot repair and Casino maintenance. Process

all required Jackpot paperwork and issue payout to winner.

Shift Lead-Cage

Gold Dust West Casino - Carson City, NV

2015 to 2016

Guest Services Supervisor – to ensure a smooth flow of business and a spirit of cooperation and teamwork

with cage, had an understanding of accounting procedures, coordinate all cage transactions, complete all

cage paperwork and assist in problem solving, Maintain a high quality of guest service according to Jacobs

Entertainment, Inc. Mission Statement and F.A.S.T. Track Values Statement, complete understanding of

all gaming rules and regulations, Offer a warm greeting to everyone you encounter with a smile and eye

contact, Operate player’s club system effectively, and excellent customer service skills, Involve managers

and employees in business development decisions and cost savings initiatives.

Store Manager

SJ DANCEWEAR - San Jose, CA

2006 to 2015

Direct supervision of employees engaged in all areas of store operations. Reconciled cash receipts,

purchase orders and inventory. Hired, train (in cash handling, inventory and customer service) and

evaluate employees for promotion or termination when appropriate. Assign employees to task specific

duties. Plan and prepare employee work schedules in conjunction with time and attendance accounting.

Provide customer service by greeting and assisting with their purchase selections and responding to their

inquiries/complaints in a timely manner.

Assistant Manager

AIM MAIL CENTER - Union City, CA

2003 to 2005

Ordered inventory and supplies. Performed data entry and retrieval. Received and verified inventory

shipments against purchase orders. Greeted customers and responded to their complaints in an efficient,

timely manner. Created a positive work environment to promote customer and employee relations.

Operated a computerized cash register which required cash handling & verification. Processed credit

card payments, ATM transactions, returns and refunds. Made bank deposits.

Assistant Store Manager

CASUAL MALE BIG & Tall - San Jose, CA

2001 to 2003

Sales- Providing excellent Customer/ Guest service, pushing sales, Cashiering, open and close store,

Handling returns and exchanges,

Answering Telephones, making credit card transactions, taking measurements for appropriate fittings,

greeting guests as they walk in, making it a pleasant and enjoyable shopping experience for the guests,

Data entry

Education

General Education

Willow Glen High School - San Jose, CA

Skills

• Casino Management

• New Hire Training & Development

• Cage Cash Handling & Verification

• Conflict Resolution

• Kiosk Management & Troubleshooting

• Team Leadership

• Comprehensive Knowledge of Casino

• Internal Change Management Games

• Budget Development & Management

• Guest Relations

• Policy Implementation

• Productivity Strategies

• Extensive Knowledge of Gaming

• Time & Attendance Accounting Regulations & Compliance

• Ability to Prioritize & Multitask

• Superior Computer Software Skills

• Cage

• Bar

• Keno

• Sportsbook Management

• Employee Evaluation

• Guest Services

• Microsoft Windows

• Computer Networking

• Management

• Desktop Support

• Help Desk

• Performance Management

• Operating Systems

• Shift management

• Supervising experience

• Manufacturing

• Leadership

• Assembly

• Guest services

• Cash handling

• Sales

• Store management

• Operating systems

• Load & unload

• Customer service

• Guest relations

• Hospitality

• Conflict management

• Paylocity

• Cash register

• POS

Certifications and Licenses

Alcohol awareness

Gaming license

Driver's License

License

Assessments

Customer service — Proficient

July 2021

Identifying and resolving common customer issues

Full results: Proficient

Attention to detail — Proficient

June 2021

Identifying differences in materials, following instructions, and detecting details among distracting

information

Full results: Proficient

Security guard skills — Proficient

March 2024

Assessing risks, enforcing security standards, and handling complaints

Full results: Proficient

Retail customer service — Proficient

February 2022

Responding to customer situations in a retail setting

Full results: Proficient

Call center customer service — Proficient

July 2021

Demonstrating customer service skills in a call center setting

Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued

development in any professional field.

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