Customer Service Manager
Resume:
PHYLLIS MCLAUGHLIN
*** **** *** **** ******** TN 37879 423-***-**** *******@*****.***
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
********@************.***
Known 8 years
Lisa Higgs
Kelly Services
Manager
*******@*****.***
Known 2 years
Josephine Wolfe
Four Winds Casino Cage Shift Manager
******@*********.***
Known 10 years
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