Aries Cruz

• Coordinated responses to regulator inquiries or investigations, minimizing penalties or sanctions related to non-compliance findings.
• Provided expert guidance on complex regulatory matters, supporting business growth while maintaining compliance standards.
• Analyze each gaming agency's compliance processes relative to product shipments.
• Responsible for all product shipment notification packages including, but not limited to, completing detailed forms and writing letters, communicating with governmental authorities and seeking required approvals.
• This includes creating, maintaining and organizing AGS' Shipping Regulations based upon same; maintaining various databases and systems/software; assessing shipping notifications and requests.
• Review sales orders/contracts to ensure project details are accurate prior shipping AGS products.
• Timely maintain and update ArdentSky database relative to approved jurisdictions, approved customers, AGS Shipping Regulations, gaming agency policies and shipping requirements, FAQs relative to gaming product transport and shipment, etc.
• Conduct monthly/quarterly audit procedures.

• Implemented robust record-keeping systems that ensured accurate documentation was maintained according to regulatory requirements at all times.
• Assisted in the preparation of regular reports for senior management, detailing compliance activities and progress towards established goals.
• Reduced instances of non-compliance through meticulous monitoring of internal controls and periodic audits.
• Analyze each gaming agency's compliance processes relative to product shipments.
• Responsible for all product shipment notification packages including, but not limited to, completing detailed forms and writing letters, communicating with governmental authorities and seeking required approvals.
• This includes creating, maintaining and organizing AGS' Shipping Regulations based upon same; maintaining various databases and systems/software; assessing shipping notifications and requests.
• Review sales orders/contracts to ensure project details are accurate prior shipping AGS products.
• Timely maintain and update ArdentSky database relative to approved jurisdictions, approved customers, AGS Shipping Regulations, gaming agency policies and shipping requirements, FAQs relative to gaming product transport and shipment, etc.
• Conduct monthly/quarterly audit procedures.

• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
• Used HotSOS system to report any guest problems and request with rooms.

• Accountable for cleanliness and overall condition of assigned areas, including duties assigned to support the efficient operation of the Department.
• Answering questions, providing information, greeting and assisting guests whenever possible)
• General cleaning and sanitizing of all areas in the front-of-house and back-of-house including off-site locations.
• Dusts and sanitizes furniture and equipment (slot bases, slot chairs, stanchions, information signs, etc.)
• Maintains stock of cleaning materials and equipment needed to complete duties.
• Keeps all chemicals in assigned areas with proper labels according to the Safety Data Sheets (SDS) and ensures all cleaning materials and equipment are utilized per manufacturer's instructions.
• Operates trash and cardboard compactors following the Standard Operating Guidelines (SOG)..
• Displays a positive and professional demeanor during interactions with fellow team members and internal and external guests.
• Follows the required procedures for handling, cleaning, disposing, or moving of objects and materials and/or the clean-up of blood, infectious materials, or body fluids containing blood in accordance with the OSHA Blood-borne Pathogen Standard.

• Assisted in training new employees on policies, procedures, and best practices for their respective roles within the organization.
• Resolved conflicts among team members in a timely manner, promoting a cohesive and efficient working environment.
• Observed each team member to carry out duties and provided constructive criticism.
• Developed strong communication channels between day and night shifts, facilitating seamless handovers at the beginning and end of each shift.
• Evaluated employee performance regularly, offering constructive feedback and identifying opportunities for growth or additional training needs.
• Assisted customers with complaints, questions, and concerns.
• Maintained accurate inventory levels through diligent oversight and thorough record keeping practices.
• Ensured safety of all employees by conducting regular safety checks, addressing potential hazards, and enforcing company policies.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• This is where I learned G.U.E.S.T | And I have kept this throughout my customer service representatives role in all companies I worked with.

G - Greet

U - Understand

E - Explain

S - Suggest

T - Thanks