Billie Jo Thompson
Whitsett,NC
Summary
Extremely organized individual interested in a Analyst position, seeking to document current and future process flows to understand and examine business processes and procedures. Also bringing a Bachelor’s degree and a current MBA student with 7 years of experience in a financial leadership role, as well as strong business acumen, strong policy revision skills, and excellent customer service expertise.
Overview
7
7
years of professional experience
Work History
Cage Shift Manager
Caesars Entertainment
06.2023 - Current
- Improved operational efficiency by streamlining cage processes and implementing new procedures.
- Managed daily cash flow for smooth casino operations, ensuring accurate record-keeping and timely reporting.
- Reduced discrepancies in financial transactions by closely monitoring cashier activity and providing ongoing training.
- Enhanced customer satisfaction with prompt resolution of disputes and complaints, maintaining a professional demeanor at all times.
- Processed large amounts of currency using currency counting machines in a timely manner.
- Addressed patron complaints and quickly payout errors and disputes.
- Reviewed operational expenses, budget estimates, betting accounts and collection reports for accuracy.
- Implemented new strategies for improving efficiency within the department in order to reduce costs associated with labor hours worked.
- Resolved customer issues promptly and professionally while adhering to company policies and procedures.
- Developed an effective team by providing guidance and support when needed during stressful situations.
- Oversaw the opening and closing process of the cage during each shift, verifying proper documentation is completed per policy standards.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Recruited and trained new employees to meet job requirements.
- Developed training materials for personnel regarding compliance standards and procedures.
Customer Solutions Specialist
Gateway Mortgage
12.2021 - 02.2023
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined communication channels for improved customer interaction and feedback collection.
- Implemented time-saving strategies to expedite resolution of customer concerns.
- Collaborated with cross-functional teams to deliver optimal solutions for customers'' needs.
- Reviewed completed work to verify consistency, quality and conformance.
- Analyzed data related to past resolutions and identified areas for improvement or enhancement.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Defined repayment terms to consumers and educated on default consequences.
- Processed payments received from customers according to company guidelines.
- Reconciled discrepancies between system data entries and actual payment amounts received from customers.
- Researched escalated complaints from customers and provided solutions within established timeframes.
- Monitored overdue accounts using automated information systems.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Cage Supervisor
Osage Casinos
07.2016 - 07.2021
- Improved cash handling accuracy by implementing effective training programs for cage cashiers.
- Reduced discrepancies in transaction records by closely monitoring daily cage operations and ensuring proper documentation.
- Enhanced customer service standards by training employees on efficient and courteous interactions with casino patrons.
- Maintained compliance with gaming regulations by regularly reviewing and updating cage policies and procedures.
- Trained new employees on proper handling of monetary transactions, security protocols, and customer service techniques.
- Reconciled cashier banks regularly throughout shift in order to maintain accurate balance sheets.
- Maintained accurate records of cash transactions in accordance with established procedures.
- Complied with federal and state regulations by completing required casino forms pertaining to cage transactions.
- Evaluated workers' performance to write performance reviews.
- Ensured that all transactions were conducted according to internal control standards set forth by state gaming regulatory authorities.
- Managed team members by providing guidance, feedback, coaching, and training when needed.
- Conducted regular inventory counts of cash drawers stored at the cage in order to verify accuracy against records.
- Reviewed monthly reports detailing financial performance of the cage department in order to identify areas needing improvement.
Education
No Degree - Business Administration
Rogers State University
Claremore, OKMBA - Business Administration
University of Maryland - Baltimore
Baltimore, MD05.2025
Bachelor of Science - Criminal Justice
University of Oklahoma
Norman, OK12.2015
Associate of Science - Biology
Rogers State University
Claremore, OK12.2012
Skills
- Staff Training
- Inventory Control
- Effective Communication
- Customer Service Excellence
- Staff Scheduling
- Customer Complaint Resolution
- Paperwork Management
- Financial Management
- Time Management
- Data Management
- Training & Development
- Problem-Solving
- Compliance Review
- Microsoft Office
- Operational Reporting
- Data Analysis
- Internal Auditing
- Regulatory Compliance
- Policy and Procedure Implementation
- Team Leadership
- Conflict Resolution
- Professionalism
- Attention to Detail
- Continuous Improvement
Timeline
Cage Shift Manager
Caesars Entertainment
06.2023 - Current
Customer Solutions Specialist
Gateway Mortgage
12.2021 - 02.2023
Cage Supervisor
Osage Casinos
07.2016 - 07.2021
No Degree - Business Administration
Rogers State University
MBA - Business Administration
University of Maryland - Baltimore
Bachelor of Science - Criminal Justice
University of Oklahoma
Associate of Science - Biology
Rogers State University
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