Customer Service Management

CHERYL BELL, AA

*** * ****** **. *********, TX. *6011 1·318·485·1672 ************@*****.***

Education

American Intercontinental University

Bachelor’s Degree in Business Administration August 2017 - present University of Phoenix June 2006 – August 2009

Associate Degree in Accounting

Professional Employment

Croupier / Supervisor September 2014 – Present

L’Auberge Casino Hotel – Baton Rouge, LA

• Convert cash into gaming chips, obtain markers for guests, maintain accuracy of money and chip handling.

• Deliver internal and external guest service by ensuring every interaction is professional and conducting hospitably.

• Provide timely and knowledgeable service.

• Develop solutions to issues that may arise during guest visits.

• Ensure compliance of company and departmental policies and procedures.

• Drive improved results through staff development and training programs.

• Ensure compliance with Title 31 requirements and processes.

• Responsible for daily operations and overall integrity of operational functions.

• Maintain a strong working knowledge of all rules, regulations, procedures, and payouts.

• Supervise, coach, instruct, and direct Croupiers in proper procedures.

• Develop, implement, and present departmental training programs as assigned.

• Organizing and conducting instructional classes designed to develop professional skills.

• Protect and preserve the assets of the company.

• Provide for the safety of team members.

• Adhere to regulatory, department, and company policies. Bookkeeper September 2017 – March 2018

Albertsons– Baton Rouge, LA

• Adhere to security policies and procedures.

• Perform Bookkeeping duties in accordance to regulations

• Balance drawers, house fund, lottery and other areas as necessary.

• Reporting all suspicious activity or mishandling of funds.

• Totals all checks, cash and credit cards from previous day.

• Balance the safe.

• Maintain and verify refund report.

• Prepare bank deposits and records of all data for cash, checks, charges, vendor coupons etc.

• Make over and short report from previous day’s sales.

• Troubleshoot balance differences.

• Correctly prepare all daily and weekly sales and cash reports.

• Issue, collect and verify cash tills from Cashiers at beginning and end of shift; verify the change drawer with opening Front End Manager.

• Order and verify change order (coins/bills) delivery as needed.

• Maintains a high level of integrity and confidentiality. Croupier / Supervisor May 2012 – September 2014

Coushatta Casino Resort – Kinder, LA

• Convert cash into gaming chips, obtain markers for guests, maintain accuracy of money and chip handling.

• Deliver internal and external guest service by ensuring every interaction is professional and conducting hospitably.

• Provide timely and knowledgeable service.

• Develop solutions to issues that may arise during guest visits.

• Ensure compliance of company and departmental policies and procedures. Call Center Host Supervisor July 2005 – August 2011 VIP Call Center Lead

L’Auberge Casino Resort – Lake Charles, LA

• Supervise 25 hosts by recruiting and training employees to perform at high levels of service.

• Manage operations to ensure friendly and efficient transactions.

• Develop an environment that creates excitement for guests and employees.

• Reduced staff turnover by 15% in 4

th

quarter of 2008 and 1

st

and 2

nd

quarter for 2009,

benchmarking a record-setting improvement in staff retention due to the success of employee development and morale-building programs.

• Elevated guest-satisfaction Marketing Matrix within two years; ensured the swift resolution of guest issues to preserve Guest loyalty while complying with company policies.

• Served as a Delegate for a year assisting with training new hires and keeping employees trained on updates within the department.

• Introduced training programs that enhanced employee performance and helped build a motivated workforce.

Relevant Technical Skills

Microsoft Office Suite, office management, effective oral communication, training, cash handling, client service, organizational and time management skills, strong mathematical skills, multi-tasking, attentive, petty cash management, tax preparation, cash drawer maintenance, petty cash management, generating reports.

Contact this candidate