Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Elana Quintana

Taos ,NM

Summary

Encouraging manager and problem-solver to learn and grow in team building, leading and motivating. Well experienced in excellent customer relations and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. I always want to learn and learn to be successful in this position.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Acting General Manager

Hail Creek Travel Center
05.2020 - Current


  • Managed, employee reviews, training, schedules, and contract negotiations.
  • Monitored financial performance, controlled expenses to provide financial stability and long-term organizational growth.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Managed budget implementations, employee evaluations, and contract details.
  • Trained new employees on proper protocols and customer service standards.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted in recruiting, hiring and training of team members.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Reported issues to higher management with great detail.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.

Supervisor

Hail Creek Travel Center
09.2020 - 11.2022
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Collected, arranged, and input information into database system.
  • Gathered, organized and input information into digital database.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.

Cashier

Hail Creek Travel Center
05.2020 - 09.2020
  • Greeted customers entering store and responded promptly to customer needs.
  • Built relationships with customers to encourage repeat business.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Welcomed customers and helped determine their needs.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Answered questions about store policies and addressed customer concerns.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Addressed customer needs and made product recommendations to increase sales.
  • Tallied cash drawer at beginning and end of each work shift.
  • Performed cash, card and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Used POS system to enter orders, process payments and issue receipts.
  • Learned duties for various positions and provided backup at key times.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Processed refunds and exchanges in accordance with company policy.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Checked personal identifications during alcohol and tobacco sales.
  • Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
  • Monitored self-checkout systems and provided help in resolving complex problems.

Player's Club Representative

Taos Mountain Casino
11.2018 - 05.2020
  • Trained new personnel regarding company operations, policies and services.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • 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.
  • Responded proactively and positively to rapid change.
  • Delivered prompt service to prioritize customer needs.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Gave customers promotional bonus play
  • Added new customers in the system
  • Maintained a promotion, spoke on microphone, and gave tickets out to customers that made there points

Toll Collector

Oklahoma City Airport
04.2017 - 08.2018
  • Collected tolls, provided change and issued receipts to motorists quickly to maintain traffic flow.
  • Operated toll collection equipment and processed toll payments accurately.
  • Communicated in English to assist motorists and respond to inquiries concerning tolls, directions and routes.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Operated cash register to record transactions accurately and efficiently.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Used POS system to enter orders, process payments and issue receipts.
  • Monitored toll lane activity and generated operational reports.

Vault Clerk

Lucky Star Casino
12.2015 - 08.2017
  • Utilized manual and mechanical means to count and verify monetary values.
  • Updated, corrected and filed documentation for bank records and compliance purposes.
  • Completed reports detailing daily actions, customer services issues and notable incidents.
  • Prepared outgoing orders on behalf of customers and tellers.
  • Processed transactions for floor staff and documented actions according to bank procedures.
  • Received and counted incoming transfers from armored car services.
  • Gathered and counted amounts for shipment off of bank premises.
  • Maintained vault and bank security at all times.
  • Kept accurate count of pending transfers and monetary values of various movements.
  • Performed electronic transfers to customer accounts and other bank locations.
  • Assigned and distributed workflow to support efficient and effective front line operations.
  • Answered customer questions and explained policies and procedures to solve problems and assist with complex transactions.
  • Properly processed deposits, withdrawals and payments for the casino daily.
  • Adhered to dual control processes and audited cash drawers to reduce losses due to accounting errors and employee theft.
  • Performed vault, alarm and door duties to facilitate opening and closing of operations.

Cashier

Dollar General
09.2015 - 12.2015
  • Greeted customers entering store and responded promptly to customer needs.
  • Built relationships with customers to encourage repeat business.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Welcomed customers and helped determine their needs.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Answered questions about store policies and addressed customer concerns.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Addressed customer needs and made product recommendations to increase sales.
  • Tallied cash drawer at beginning and end of each work shift.
  • Upsold additional products and services to customers, increasing revenue.
  • Performed cash, card and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Used POS system to enter orders, process payments and issue receipts.
  • Learned duties for various positions and provided backup at key times.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Processed refunds and exchanges in accordance with company policy.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Checked personal identifications during alcohol and tobacco sales.
  • Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
  • Lifted up to 20 pounds at once and used dolly or cart to move heavier loads.

Cashier

Family Dollar
04.2014 - 11.2014
  • Greeted customers entering store and responded promptly to customer needs.
  • Built relationships with customers to encourage repeat business.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Welcomed customers and helped determine their needs.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Answered questions about store policies and addressed customer concerns.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Addressed customer needs and made product recommendations to increase sales.
  • Tallied cash drawer at beginning and end of each work shift.
  • Performed cash, card and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Used POS system to enter orders, process payments and issue receipts.

Cashier/Vault Cashier

Buffalo Thunder Resort Casino
03.2013 - 05.2014
  • Balanced staff and vault at end of day and secured monies in accordance with established procedures.
  • Performed vault, alarm and door duties to facilitate opening and closing of operations.
  • Adhered to dual control processes and audited cash drawers to reduce losses due to accounting errors and employee theft.
  • Answered customer questions and explained policies and procedures to solve problems and assist with complex transactions.
  • Complied with security and internal control procedures and policies and conducted mandatory trainings to educate staff on new and existing processes.
  • Cashed out chips and tickets for customers
  • Completed cash advances for customers
  • Paid high Jackpots out
  • LIfted 10 pounds daily to count coins
  • Replenished ticket and cash kiosk daily


  • Greeted and welcomed customers with courteous and professional approach to drive prompt, accurate and efficient transactions.
  • Assigned and distributed workflow to support efficient and effective front line operations.
  • Notified manager of equipment malfunctions and dispatched service to enhance security and reduce downtime.
  • Maintained up-to-date and comprehensive knowledge on robbery procedures to employ strategies to deter robbers and further improve branch security.
  • Maintained, organized and stocked teller window areas.
  • Properly processed deposits, withdrawals and payments for the casino daily.
  • Trained new tellers in processes and procedures for financial institution, answering questions and providing guidance.
  • Maintained friendly and professional customer interactions.
  • Counted, verified and handled bank deposits and armored car transactions.

Vault Clerk

Lucky Star Casino
09.2010 - 03.2013
  • Utilized manual and mechanical means to count and verify monetary values.
  • Updated, corrected and filed documentation for bank records and compliance purposes.
  • Completed reports detailing daily actions, customer services issues and notable incidents.
  • Prepared outgoing orders on behalf of customers and cashiers
  • Received and counted incoming transfers from armored car services.
  • Gathered and counted amounts for shipment off of casino premises.
  • Prepared cashiers beginning banks
  • Verified ending cashier's banks
  • Investigated variances that occurred from cashiers
  • Verified all monies coming in and out of the casino
  • Verified count teams count
  • Prepared deposits for casino
  • Made cash and change orders if needed


Cashier/Vault Clerk

Lucky Star Casino
09.2007 - 03.2010
  • Utilized manual and mechanical means to count and verify monetary values.
  • Updated, corrected and filed documentation for bank records and compliance purposes.
  • Completed reports detailing daily actions, customer services issues and notable incidents.
  • Gathered and counted amounts for shipment off of casino premises.
  • Prepared cashiers beginning banks
  • Verified ending cashier's banks
  • Investigated variances that occurred from cashiers
  • Verified all monies coming in and out of the casino
  • Verified count teams count
  • Prepared deposits for casino
  • Made cash and change orders if needed
  • Paid high Jackpots out
  • LIfted 10 pounds daily to count coins
  • Greeted and welcomed customers with courteous and professional approach to drive prompt, accurate and efficient transactions.
  • Scanned and paid out customers
  • Counted out customers jackpots

Education

High School Diploma -

Bernalillo High School
Bernalillo, NM

Skills

  • Training and Development
  • Risk Management
  • Interpersonal Skills
  • Employee Scheduling
  • Time Management
  • Staff Development
  • Team Oversight
  • Team Training
  • Customer Experience
  • Inventory Control
  • Staff Training
  • Data Review
  • Supervision and Training

Certification

  • CRP Certified, Heartsaver Frist Aide AED - 2/23/20203-2/23/2025
  • Food Protection Manager Certified, ServSafe, 9/16/2022
  • U.S EPA Class A Operator Certified, Office of Underground Storage Tanks, 10/10/2021
  • U.S EPA Class B Operator Certified, Office of Underground Storage Tanks, 10/10/2021
  • U.S EPA Class C Operator Certified, Office of Underground Storage Tanks, 05/2020

Timeline

Supervisor

Hail Creek Travel Center
09.2020 - 11.2022

Acting General Manager

Hail Creek Travel Center
05.2020 - Current

Cashier

Hail Creek Travel Center
05.2020 - 09.2020

Player's Club Representative

Taos Mountain Casino
11.2018 - 05.2020

Toll Collector

Oklahoma City Airport
04.2017 - 08.2018

Vault Clerk

Lucky Star Casino
12.2015 - 08.2017

Cashier

Dollar General
09.2015 - 12.2015

Cashier

Family Dollar
04.2014 - 11.2014

Cashier/Vault Cashier

Buffalo Thunder Resort Casino
03.2013 - 05.2014

Vault Clerk

Lucky Star Casino
09.2010 - 03.2013

Cashier/Vault Clerk

Lucky Star Casino
09.2007 - 03.2010

High School Diploma -

Bernalillo High School

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Elana Quintana