Customer Service Manager
Resume:
Diana Valencia
Apache Junction, AZ 85120
Cell: 760-***-****
E-Mail: wnnm40@r.postjobfree.com
Career Focus
Looking to find a company that will appreciate the knowledge and experience I can bring to their organization.
I'm looking for a location that I would be comfortable to put down permanent roots. My strengths are in Customer Service and Training.
Summary of Skills
Customer Service
Policies and Procedures
Anti-Money Laundering Act
Employee Conflict of Interest, how to effectively combat.
Regulatory Requirements
Training the value of great service in order to maintain and attract new Guests
Assure all staff in versed well and often in the requirements of the position.
Train and test on an on-going practice the importance of Title 31, SARC, OFAC, and all aspects to Money Laundering and the consequences of fines and money it will cost the organization if not complied with.
Accomplishments
Successfully opened Casino Arizona as the first "BETA" casino with total coin-less machines. Beta site for three vendors with the first Ticket Redemption machines. (Used all three with no charge to the casino for test periods of 9 months). After the test period of each one, we made the decision to go with one. Nine months of zero cost.
Turned a broom closet in a NM casino into the vault room after I saw they had no where to count the money except in front of the guests on a back counter.
Six years on the Interior Design committee to design the second permanent casino with Casino Arizona.
After eight months of presentation to the Tribal Counsel for one of the casinos I worked at, I was able to show how putting Gastric By-Pass Surgery on their "self funded" insurance would help the Tribal Enterprise employees. Over 400 employees have had the surgery to date with a 92% success rate of losing the weight, and reducing medical issues.
Managed 72 Military wives and 114 Children as the Support Group Coordinated while our spouses were deployed to Desert Storm in 1990-1991.
Work Experience
March 2011 to Current
Valencia Consultant Apache Junction, AZ
Cage and Gaming Regulatory Consultant - Owner
14 years in senior level casino Cage, Credit and Vault operations experience One Year six months Consultant for Cage Regulatory and Compliance. Opened four (4) casinos from construction to opening including design and training. EZ Pay System (coin-less machines). Title 31 Instructor-coordinated, researched and wrote Title 31 program for Arizona Casino. Responsible for implementing and training Internal Controls, Policies & Procedures & Customer Service. Proven ability to interact positively with Guests and Team Members. Responsible for the development, preparation and execution of controlled costs for department budgets. Software experience - MS Word, MS Power Point, Email, Web Search Engines, Kronos (payroll), New Wave Document Automation, Automated Title 31 Training Program and internal property policies and Procedures.
Computed, recorded, and proofread data, records and reports.
Created standard quarterly reports while ensuring all deadlines were met.
Assigned tasks to associates, staffed projects, tracked progress and updated managers, partners and clients as necessary.
Performed heavy bank reconciliations and cash flow statements.
Managed team of up to 26 direct reports responsible for on-going Cage optimization, account management.
Provided operational support for high-volume financial institution.Assigned tasks to associates, staffed projects, tracked progress and updated upper management, Cage staff and Guests as necessary.
Worked closely with company executives to identify new business opportunities and routinely participated in the implementation process.
Provided operational support for high-volume financial assistance in the Table Games departments.
Partnered with CFO to create and revise annual budget for FTE's needed to maintain excellent Customer Service.
Accessed computerized financial information to answer questions related to specific accounts.
Reviewed files, records and other documents to obtain information and respond to requests.
January 2011 to Current
University of Nevada-Reno Reno, AZ
Instructor
Managing Cage Operations Training and Development of Cage Policies and Procedures and Internal Controls. Start up Casinos and Existing Casinos. Training and Testing for Anti Money Laundering - Title-31, SARC, OFAC, and Identity Theft. Assist Cage Directors/Managers in Updating or Writing Policies & Procedures and Internal Controls, while cross referencing regulatory responsibilities with other departments. Customer Service Training. Robbery Policies and Procedures with Training and Testing. Evaluate Key Control Logs for Sensitive and Non-Sensitive Key Compliance. Recommendation and Cost Analysis for automated Title-31 program.
PERSONAL BIOGRAPHY
Cashier
Born and raised In Ignacio Colorado on the Southern Ute Indian Reservation.
One of 15 children who's grandmother was enrolled in the Jemez Pueblo Tribe, and recognized as one of the first Native American school teachers after graduating from Haskel Institute which is now Haskel University.
Extensively traveled the US and Europe during husbands twenty one year military career.
This career path allowed me to gain extensive knowledge in Banking.
After retirement and moving back to the reservation the Southern Ute Tribe was opening a casino and I was asked to open the casino as the Cage Manager.
This is when I left the Banking Industry and started my career with the Gaming Industry.
The Cash Cage Operations Department was a natural for me due to my extensive Banking knowledge.
I have three grown children and five (very spoiled) grandchildren.
HUGE Denver Bronco's fan!.
April 2009 to October 2010
SPA Resort and Casino Palm Springs, CA
Director
Cage and Credit Managed 62 team members, 2 cages, and 15 windows with 1,000 slots and 45 table games. Directed functions of credit and collections department adhering to casino policies and procedures. Oversaw and directed activities of the credit clerk including processing of credit applications, access to sensitive information and collection of delinquent accounts. Evaluated credit clerk in the areas of policies, procedures and job performance. On a daily basis, provided senior management with credit operation reports including but not limited to; Aging Analysis and Accounts Receivables.
April 2008 to April 2009
Cities of Gold Casino Santa Fe, NM
Cage Manager
Directed daily operations for two casinos.
Main Casino had 625 coin-less machines with a second casino as a Sports Bar/Simulcast with 142 Slot machines Coined, Tickets, or Tokens Responsible for 53 Cage employee schedules, training, and forward growth Department Manager for the Count Team of 14 employees.
November 1999 to November 2007
Casino Arizona Scottsdale, AZ
Cage/Vault Manager
Supervised 181 cashiers, two assistant managers, and 26 supervisors within two casinos with seven (7) cages and 22 windows with 1,000 slot machines BETA-Site for first casino to go totally coin-less in the Gaming Industry opening a new casino BETA-Site for the first Ticket Redemptions Machines for Ticket Pay (EZ-Pay Tickets) (3 new vendors).
April 1999 to November
1999
SunRay Park & Casino Farmington, NM
Cage/Count Manager
Managed 32 employees in two departments.
Cage & Count) Racino was the first of four in the State Operated a 12 hour schedule due to State Law Wrote P&P's, Internal Controls, according to the compact with the State Designed floor layouts, drop routines and the forms used to balance.
November 1998 to April 1999
Gila River Casino Chandler, AZ
Cage/Vault Site Manager
Managed daily cage functions with 115 employees in two departments (Cage & Count).
December 1996 to October 1998
Norwest Bank AZ Phoenix, AZ
Teller Supervisor
Teller Supervisor
December 1981 to December 1997
BANKING INDUSTRY Military, Various States
Banking Field
Teller
Teller Supervisor
Operations Officer
April 1994 to December 1996
Norwest Bank Ignacio, CO
Teller Supervisor
Teller Supervisor
April 1993 to May 1994
Sky Ute Lodge & Casino Ignacio, CO
Cage/Count/Vault Manager
Managed daily cage functions with 35 employees in two departments (Cage & Count).
Wrote P&P's, Internal Controls, according to the compact with the State and Tribe.
Designed floor layouts, drop routines and the forms used to balance.
August 1991 to March 1993
Centennial Saving Bank Durango, CO
Teller Supervisor
Teller Supervisor
Supervisor for Customer Service Representative's, and Operations.
April 1986 to November 1989
Merchants Community Bank Germany
Teller
Military Banking in Germany
18-Foreign Currencies
December 1981 to December 1982
Previously American Express Bank Ft. Carson, Colorado
Teller
First Civilian Military Cashier
Education
1973 Ignacio High School Ignacio, Co
High School Diploma General Studies
Professional Affiliations
Blue Star Moms
Military Support Group Leader (Military deployed to Desert Storm)
Catholic Daughters
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