Joy Bowen

• Resolved escalated customer complaints professionally while maintaining company reputation.
• Supervised daily operations on the sales floor, ensuring timely completion of tasks and meeting operational standards.
• Assisted in visual merchandising to create appealing displays that attracted customers and drove sales.
• Demonstrated product and answered questions for prospective customers.
• Boosted sales performance by implementing effective floor management strategies and staff training programs.
• Developed strong relationships with key clients, resulting in repeat business and increased loyalty towards the brand.

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Took ownership of customer issues and followed problems through to resolution.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Followed through with client requests to resolve problems.
• Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
• Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.

• Successfully managed new procedural change implementation by developing implementation plans, communicating changes, and conducting training sessions, ensuring seamless integration and compliance across all operations

• Led a team of 32 employees, providing guidance and support to ensure efficient operations

• Oversaw the hiring process, conducting interviews and making hiring decisions based on qualifications and fit with company culture

• Monitors and edits working schedules, time and attendance reports for cage/vault employees daily.

• Maintains harmony among staff and resolves grievances. Always maintains complete confidentiality of all company information.

• Assisted in updating casino policies and procedures manuals as needed, ensuring all team members were well-versed in best practices for cage management.
• Spearheaded process improvements by analyzing transaction data trends to identify inefficiencies within the existing system.

• Trained and mentored new hires on company policies, procedures, and safety protocols

• Conducted regular audits to ensure compliance with regulatory requirements and internal quality standards • Improved customer satisfaction ratings by resolving escalated issues promptly and effectively

• Developed and maintained strong relationships with key stakeholders including customers, suppliers, and regulatory agencies

• Ensure that Operations office is kept in standard working order; all files are set to company standards, and work area is clean, always organized and audit ready

• Manage daily incoming and outgoing communication (dissemination and retrieval) to the home office, regional office, and others as needed.

• Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
• Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.

• Ensures the highest possible standards of guest service are provided and listens and responds to guest and employee concerns and questions.

• Ensures that cage, main bank, vault and kiosks are operated in accordance with company policy.

• Monitors the performance of Cage employees: Cage Cashiers and Main Bankers.

• Handle problems or grievances (employees/guests) as soon as the need arises within the Cage department.

• Oversees assigned shift’s paperwork and conducts investigation of variances that may occur on assigned shift and reports these to Manager.

• Responsible for the accurate and timely preparation of shift end inventory counts for the casino cage, main bank and Kiosks Responsible for accurate and timely preparation of shift end summarization of shift activities on the cage summary count sheets, including the reconciliation of shift paperwork to shift end inventory counts

• Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
• Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
• Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
• Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
• Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.