Ashli Whittington

Border Casino - 10.21.2013 to Present

Electronic Games Cage Cashier

Job Duties:

• Managed cash register operations, ensuring accurate cash handling and balance reconciliation.
• Cash out patron gaming tickets, perform credit card and check transactions, give change, answer common patron questions in a courteous and professional manner.
• Handled multiple payment methods securely, minimizing discrepancies and potential losses.
• Count and record the exchange of assigned funds throughout the shift, track, and record threshold transactions according to the Title 31 and BSA regulatory requirements.
• Ensured accuracy in financial transactions, reconciled cash with receipts daily.
• Balance all funds, print and fill out all paperwork for accounting at the end of each shift with accuracy.
• Know and adhere to the MICS/TICS, standard operating procedures and department rules and regulations to ensure compliance.
• Provided exceptional customer service by addressing inquiries and resolving issues promptly.
• Developed rapport with regular customers, fostering loyalty and repeat business through personalized service.
• Worked flexible schedule and extra shifts to meet business needs.
• Built relationships with customers to encourage repeat business.
• Resolved customer complaints professionally, leading to improved customer relations and loyalty.
• Trained new team members on cashier procedures and customer engagement techniques.
• Mentored new employees on cashier duties and best practices, improving overall staff performance.
• Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
• Ensured compliance with company policies and procedures while processing transactions efficiently.
• Strengthened team morale and cooperation by assisting coworkers during peak hours.
• Fostered positive customer relations by resolving complaints and inquiries promptly.

• Oversee all facility operations for my shift, implementing all departmental procedures and internal controls for efficient operation of the facility based on knowledge of applicable laws, rules and regulations of Federal laws, and established company policies, procedures, and controls.
• Effectively manage staff to achieve desired goals according to established policies and procedures.
• Enforce MICS / TICS, facility / departmental, gaming / compliance regulations, and standard operating procedures for the facility.
• Handle escalated patron issues, complaints, and disputes.
• Manage employee issues, complaints, and disputes.
• Oversee medical issues with patrons and staff along with Security and EMS.
• Handle situations that involve patrons that initiate or participate in criminal activity on property alongside facility security, surveillance and law enforcement.
• Issue patron bans from the facility and / or all Chickasaw Nation Properties, for not adhering to house rules and initiate or participate in criminal activity on property.
• Pull and view surveillance footage for gaming issues, patron disputes, jackpot swaps, medical situations, and criminal activities, to send to upper management, law enforcement, gaming commission and gaming compliance as needed.
• Prepare and send “End of Shift” reports daily, including all casino issues and activities that happen on shift, to send to all management, supervisors, and department heads.
• Provided exceptional customer service, addressing concerns promptly and professionally.
• Maintained consistent communication with team members, ensuring smooth shift transitions and information sharing.
• Optimized shift productivity by effectively managing personnel and delegating tasks.
• Ensured adherence to company policies, procedures, and regulations, maintaining a well-organized work environment that met all necessary standards.
• Promoted teamwork and collaboration among staff members by fostering a positive work atmosphere rooted in mutual respect and open communication channels.

• Same as listed on the above Cashier duties.

• Collecting and transferring all monies from gaming machine bill acceptor boxes and tip boxes to currency counters. Perform 3 counts of all currency.
• Completing all appropriate documentation and reports from daily counts to send to management and accounting.
• Trained new staff on soft count procedures, ensuring adherence to protocols and enhancing team performance.
• Maintained detailed documentation of soft count activities, supporting transparency and regulatory compliance efforts.
• Monitored equipment functionality and initiated repairs or maintenance as necessary to minimize downtime.
• Fostered a positive working relationship with management, proactively addressing any concerns or discrepancies related to soft count operations in a timely manner.
• Supported smooth operations within the department by effectively communicating with team members and supervisors about any issues or concerns that arose during the soft count process.
• Contributed to audit preparation by maintaining accurate records of soft count activities and transactions.
• Improved efficiency by accurately counting and verifying currency in a timely manner.
• Streamlined documentation processes by consistently updating logs, spreadsheets, and other tracking systems to maintain accurate records of cash handling activities throughout the day.
• Ensured accuracy in financial reporting through thorough reconciliation of soft count receipts.
• Ensured compliance with all regulatory requirements regarding cash handling and reporting by maintaining up-to-date knowledge of industry standards and protocols.
• Reduced discrepancies by diligently comparing computer-generated reports with manual counts for verification purposes.
• Established trust among colleagues and supervisors through consistent demonstration of professionalism, integrity, and attention to detail in all aspects of the soft count role.
• Safeguarded company assets by strictly adhering to internal controls and procedures during the soft count process.
• Promoted safety in the workplace through adherence to company policies and procedures regarding security measures during the soft count process.

02.15.2013 – 10.20.2013 – Out for Medical Reasons

• Answer basic customer questions concerning gaming machines, based on basic understanding of payouts and machine operations.
• Coordinate with management, supervisors, and security, to detect and prevent attempts to cheat or damage gaming equipment and report any floor irregularities.
• Identify and process top prize transactions with a high level of accuracy.
• Handle routine customer complaints and incidents, exhibiting the appropriate discretion to identify situations that require the attention or security and or management.
• Enhanced customer satisfaction by efficiently handling slot machine malfunctions and resolving issues promptly.
• Delivered exceptional customer service through friendly interactions and prompt assistance with guest inquiries or concerns.
• Connected with guests on personal level to build loyalty.
• Built rapport with regular patrons, recognizing and remembering their preferences to personalize their gaming experience.
• Assisted guests with inquiries, providing information on facilities and services offered.
• Contributed to the casino''s positive reputation by consistently delivering courteous, professional service that exceeded guest expectations.
• Educated guests on gameplay rules, betting procedures, and payout structures, enhancing their overall enjoyment of the casino atmosphere.
• Perform basic and minor maintenance on all electronic games and equipment to maximize efficiency.
• Assist vendors and gaming commission, with machine seal breaks.
• Provide strategic recommendations for improvements based on customer needs.
• Assist F.E.C. (Financial Equipment Company), with access to perform preventative maintenance on Kiosks, cash dispensers, and currency counters.
• Maintained cleanliness and organization of gaming floors to enhance player experience consistently.
• Monitored equipment performance, identifying issues for timely maintenance and troubleshooting.
• Calibrated machines to maintain required productivity levels and adherence to quality standards.
• Conducted routine inspections of gaming equipment to ensure compliance with regulatory standards.
• Trained new attendants on procedures and best practices to promote team performance and safety.
• Maintained accurate records of machine performance and payout discrepancies for reporting purposes.
• Managed cash handling responsibilities with accuracy and integrity while issuing payouts to winning patrons.
• Provided timely support to other departments as needed, fostering positive working relationships across the casino property.
• Promoted responsible gaming practices, intervening when necessary to prevent potential problem gambling behavior.
• Supported guest satisfaction and loyalty through prompt customer service and timely payouts.
• Supported seamless operations during busy periods by effectively multitasking and prioritizing responsibilities as needed.
• Troubleshot machine malfunctions and diagnosed root causes.
• Maintained a safe environment for all guests by quickly addressing any hazards or safety concerns in the gaming area.
• Attended ongoing training sessions to enhance knowledge of industry trends and maintain a high level of expertise in slot attendant responsibilities.
• Participated in staff meetings to share feedback on operational efficiency and brainstorm improvements for guest services initiatives.
• Ensured accurate record-keeping of transactions, maintaining detailed logs of jackpot payouts and machine repairs.
• Facilitated smooth transitions between shifts by communicating pertinent information clearly with incoming colleagues during shift changeovers.
• Aided in maintaining regulatory compliance by adhering to established policies, procedures, and guidelines within the gaming industry.
• Remained up-to-date on new slot games, technology updates, or promotions to effectively inform guests about current offerings at the casino.
• Reduced downtime of popular machines through proactive preventative maintenance checks and swift response times when repairs were required.
• Assisted in increasing casino revenue by monitoring and reporting machine performance, identifying potential maintenance needs.
• Repaired problems and maintained machines in good working order.
• Complied with gaming commission rules by verifying players' ages.
• Completed casino cage transactions on behalf of customers.
• Monitored slot machines on casino floor for signs of fraud or player misuse.
• Handled money, ticket and chips exchanges for customers.
• Supervised and maintained overall slot machine functionality and expediently reported repair needs to maintenance staff for quick resolution.

• Responsible for answer incoming phone calls with customary greeting and
• Book guest reservations / tickets for all applicable amenities such as: Hotels, Golf Course, Spa, RV Park, and Concert Hall, using multiple systems.
• Communicate information on games available, promotions, concerts, hotel and / or other facility amenities and events.
• Promote Players Club Cards benefits to ensure guests maximize their experience.
• Document and route employees call-in’s, in a timely manner to the departmental manager and /or supervisor via e-mail and/ or telephone.
• Resolve minor guest concerns and complaints, focusing on providing a winning experience for our guests.
• Handled high-volume inbound calls, ensuring customer satisfaction and issue resolution.
• Assisted in training new representatives on call handling procedures and best practices.
• Resolved complex customer inquiries by utilizing product knowledge and problem-solving skills.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
• Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
• Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
• Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
• Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
• Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
• Investigated and resolved customer inquiries and complaints quickly.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Delivered prompt service to prioritize customer needs.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained up-to-date knowledge of product and service changes.
• Responded proactively and positively to rapid change.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Trained new personnel regarding company operations, policies and services.

• Responsible for providing high quality of customer service to our guests via our Guest Service Program, acting as a liaison between the guest, casino, and hotels, to create a winning experience.
• Coordinated personalized guest experiences, ensuring satisfaction and repeat business.
• Implemented promotional events that increased player participation and revenue generation.
• Managed reservations and VIP services, optimizing client interactions and service delivery.
• Oversaw compliance with gaming regulations, ensuring adherence to industry standards and practices.
• Assisted in resolving guest disputes professionally, ensuring timely resolution and preserving customer satisfaction levels.
• Provided superior customer service through active listening and empathy, creating strong rapport with guests while addressing their needs effectively.
• Process all guest inquiries received, arrange, coordinate, and confirm all hotel reservations. Pre-register VIP’s.
• Utilize the Bally’s Player Rating System to determine patron comp status for casino usage. (This includes, but not limited to meals, free play, hotel rooms, gift shop vouchers, giveaways, and promotions.)
• Actively assist in marketing of all casino and hotel events, promotions, and activities to both internal and external guests.
• Maintain a high standard of courtesy, professionalism, and discretion in communications to or about preferred customers, their arrangements, and finances.
• Fostered strong relationships with high-value players to enhance loyalty and engagement.
• Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
• Organized and coordinated show reservations, guest rooms and meals to provide guests with optimum convenience and comfort.
• Negotiated complimentary services such as hotel stays or dining experiences on behalf of guests based on their play history, enhancing overall satisfaction rates among frequent visitors.
• Utilized knowledge of gaming regulations to ensure compliance at all times while maintaining a welcoming environment for guests.
• Maintained accurate records of player information, enabling targeted marketing efforts for relevant promotions and offers.
• Issued complimentary rooms, meals and discounts to keep players at property and satisfied for maximum betting.

• Same as listed on the above Electronic Gaming Technician / Floor Attendant

• Same as listed on the above Cashier duties.

• Met customer call guidelines for service levels, handle time and productivity. Answered inbound order calls with a customary greeting
• Identified upselling opportunities to increase revenue generation. Utilized and stick to the customary script, with the up sale and add on plan.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers. Took inbound order and customer service calls for The Popcorn Factory and Hearth song along side the 1800Flowers.com calls.
• Adhere to call management guidelines for average call or handle time.
• Answer inbound Customer Service calls for problematic orders using company policies to resolve customer issues.
• Make outbound customer service calls when necessary, acting as a liaison between customers, vendors, florists, UPS, and FedEx, for problematic orders.
• Document all customer interactions in the notes that are attached to the order.
• Work Customer Service Emails and the exception queue as needed.
• Worked fraudulent orders, acting as a liaison between customers, florist, vendors, UPS, FedEx, credit card companies and law enforcement.
• In the Mentor Program – this program was for hand selected operators that took escalated supervisor calls for other operators that had problematic order calls.
• Implemented strategies to streamline call processes, enhancing efficiency and reducing wait times.
• Educated customers about billing, payment processing and support policies and procedures.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Promptly responded to inquiries and requests from prospective customers.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Investigated and resolved accounting, service and delivery concerns.
• Managed timely and effective replacement of damaged or missing products.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Identified and resolved discrepancies and errors in customer accounts.
• Handled high-volume inbound calls, ensuring customer satisfaction and issue resolution.
• Assisted in training new representatives on call handling procedures and best practices.
• Resolved complex customer inquiries by utilizing product knowledge and problem-solving skills.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
• Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
• Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
• Investigated and resolved customer inquiries and complaints quickly.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained up-to-date knowledge of product and service changes.
• Responded proactively and positively to rapid change.