Amy M. Bell
Tulsa,OK
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
17
17
years of professional experience
Work History
Manger
River Spirit Casino Resort
Tulsa, OK
10.2016 - Current
- Supervise 2500 employees throughout Casino
- Perform management meeting with each department
- Make sure all departments are following Minimum Internal Control and Standard Internal Control for Indian Gaming Commission and Oklahoma Gaming Board
- Using problem solving skills and customer service skills for Casino and Hotel
- Use critical think skills to manage and deescalate tense situations while balancing best interest of casino, guest and employees.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Maintained professional, organized, and safe environment for employees and patrons
- Maximized performance by monitoring daily activities and mentoring team members
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Accomplished multiple tasks within established timeframes
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
Cashier Supervisor
River Spirit Casino Resort
Tulsa, OK
10.2016 - 08.2017
- Performed employee schedules into Kronos
- Manage cage cashier new hire assessments and counseling
- Responsible for making sure Title 31 is entered correctly for each patron
- Write checks for Jack Pots
- Responsible for making sure ban patrons are not issued money by cashier
- Deal with counterfeit money that comes to Casino cashiers
- Expert in identifying fraudulent checks; ID’s and fraudulent activities.
- Replenished checkout lines with printer paper and change throughout shifts to prevent any customer service delays.
- Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
- Monitored areas for security issues and safety hazards.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Backed up cashiers and customer service employees on questions such as rules on refunds and defective items.
- Built positive relationships with customers to increase repeat business.
- Observed associate flow and identified areas for mentoring and retraining, as well as highlighted associates exceeding expectations.
- Verified accuracy of daily cashier batches by checking receipts, checks and cash.
- Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
Assistant General Manager
Storage Station, LLC
Tulsa, OK
07.2006 - 04.2016
- Supervise six locations
- Handle all scheduling of employees
- Assisted with payroll and account receivables and payables
- Handle all ordering and purchasing of supplies including any need for updated software for computers
- Have increased revenues by 13% every year
- In charge of construction of new stores, setting up to company's specification and have opened 3 new stores
- Research and design marketing for company
- Have performed cost estimates for new building sites.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate
- Motivated, trained, and disciplined employees to maximize performance
- Developed and implemented policies and procedures to improve customer service and satisfaction
- Supervised creation of exciting merchandise displays to catch attention of store customers
- Handled cash accurately and prepared deposits
- Reported issues to higher management with great detail
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit
- Negotiated contracts with vendors to acquire competitive prices and quality products
- Mentored and motivated team members to achieve challenging business goals
- Resolved problems promptly to elevate customer approval
- Managed purchasing, sales, marketing and customer account operations efficiently
- Trained new employees on proper protocols and customer service standards
- Implemented business strategies, increasing revenue and effectively targeting new markets
- Monitored daily cash discrepancies, inventory shrinkage and drive-off
Education
Bachelor of Science - Business Administration
Oklahoma State University
Stillwater, OK07.2016
Bachelor of Science - Marketing, International Business
Oklahoma State University
Stillwater, OK07.2016
Associate - Science
Tulsa Community College
Tulsa, OK06.2012
Skills
- Highlights of Qualification
- Bachelor's degree in business management, marketing and minor in international business
- Two years' experience as assistant to general contractor
- Twenty two years in customer service
- Fourteen years' experience in office management
- Four years’ experience as Manager On Duty for Major Casino
- Public Relations
- Quality Standards
- Issue and Conflict Resolution
- Customer Relationship Management
- Staff Management
- Team Leadership
- Business Management Principles
Accomplishments
- Documented and resolved complaints which led to happier customers and return in revenue.
Timeline
Manger
River Spirit Casino Resort
10.2016 - Current
Cashier Supervisor
River Spirit Casino Resort
10.2016 - 08.2017
Assistant General Manager
Storage Station, LLC
07.2006 - 04.2016
Bachelor of Science - Business Administration
Oklahoma State University
Bachelor of Science - Marketing, International Business
Oklahoma State University
Associate - Science
Tulsa Community College
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