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Customer Service Manager

Location:
Tazewell, TN, 37879
Salary:
44,000
Posted:
August 21, 2012

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Resume:

PHYLLIS MCLAUGHLIN

*** **** *** **** ******** TN 37879 423-***-**** koj0zl@r.postjobfree.com

CASINO CAGE

Extensive background in cage generalist affairs, including experience in employee recruitment and retention, staff development, mediation, conflict resolution, department records management, departmental policies and procedures development, and ensured compliance with state and federal guidelines.

Demonstrated success in negotiating win-win compromises, developing teambuilding programs, assisted in the writing of supervisor and cashier manuals, cage procedures and policies, job descriptions and management reports.

CASINO SKILLS

Employment Law

Ethics

Mediation & Advocacy

HR Logics

Variance Recovery Staff Recruitment & Retention

Employee Relations

Orientation

Training & Development

Casino Credit Performance Management

Organizational Development

HR Policies & Procedures

Compliance

Progressive Discipline

PROFESSIONAL EXPERIENCE

MAJESTIC STAR CASINO Gary, IN

Cage Shift Hiring Manager/Trainer, 2004 to 2009

Assisted with the hiring and interviewing of potential cage employees. Interviewed and trained new employees on cage policy and procedures. Assisted HR at unemployment hearing involving cage personnel. Worked with senior management to create cage policies and procedures; recruit employees; .customer and employee disputes; assist with cage budget; and handle cage workplace issues. Excel in special projects, researching, and utilizing project planning and development skill to increase productivity, efficiency, and effectiveness to all levels of business.

Key Results:

Structured and implemented programs and policies in the areas of cashier incentives, and variance control.

Fostered a teamwork/open-door environment conducive to positive dialogue.

Trained supervisors and cashiers on procedures to follow in case of injury.

Assisted in the writing of cage employee manuals covering issues including disciplinary procedures, code of conduct, guest complaints, variance policies, cage procedures, and Title 31.

Created the cage cashier award program designed to improve productivity and motivate cashiers.

Worked all employee areas of the cage department to construct and accurate picture of the qualifications needed for each cage employee position for cross-training.

Trained new cashiers in Ethics, and Title 31

Provided coaching sections to employees that contributed to less disciplinary actions, and less variances.

Responsible for the recovery of variances for the cage department

7-11 CONVENIENT STORES Chicago, IL

Corporate Manager/Trainer, 1994-2000

Trained new managers and franchisees to successfully operate a 7-11 store. Responsibilities included payroll, schedules, gross profit margin, inventory control, cash control, policy and procedures, new orientation training, customer service, theft prevention. Responsible for the hiring, termination, and documentation of employees.

Key Results:

Conducted new hire orientation

Taught theft prevention to employees

Taught company policy and procedures to new managers and franchisees

Set up store award program for attendance and balancing

Trained employees in customer service

EDUCATION & CERTIFICATIONS

UNIVERSITY OF PHOENIX Phoenix, AZ

Associate of Arts in Healthcare Administration (with honors), 2011

Activities: Currently working for Kelly Services until Bachelor of Arts in Administration Completion

OF NOTE

Professional Development:

Certificates in the areas of Cultural Diversity, Employee Relations, Critical Thinking, Management, and Title 31.

Experienced in all areas of cage operations

Excellent customer service and team work skills

Experienced in Microsoft word, Excel, Power Point, ACSC, Outlook, and Kronos

References

Brian Wallace

Majestic Star Casino

Casino Manager

koj0zl@r.postjobfree.com

219-***-****

Known 8 years

Lisa Higgs

Kelly Services

Manager

koj0zl@r.postjobfree.com

423-***-****

Known 2 years

Josephine Wolfe

Four Winds Casino Cage Shift Manager

koj0zl@r.postjobfree.com

219-***-****

Known 10 years



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