Shermyia Copelin
Ft. Washington,MD
Summary
Committed job seeker with a track record of effectively meeting company needs through consistent and organized practices. Demonstrated ability to thrive under pressure and adapt to new situations and challenges, contributing to the enhancement of the organizational brand.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Casino Cage Supervisor
MGM Resorts
Oxon Hill, MD
10.2023 - 09.2024
- Achieved excellence in customer care through supervision of casino cage operations.
- Assisted in monitoring and reconciling daily transactions for accuracy, verifying funds, and balancing cash drawers.
- Handled customer complaints in a timely and professional manner, always demonstrating a positive mindset.
- Coordinated with other departments on issues related to gaming activities that require additional follow-up or investigation.
- Assisted in preparing weekly payroll for staff members assigned to the casino cage area.
- Collaborated with Casino Cage Manager to balance banks at shift ends, meet departmental variance policies, and ensure compliance with Title 31 regulations for all reports and forms.
- Performed daily audits of the gaming floor cage operations including cash counts, checkouts, deposits.
Lead Cage Cashier
MGM National Harbor
10.2023 - 10.2023
- Responsible for maintaining excellent customer service standards and resolving any customer issues or complaints in a timely and professional manner to ensure a positive gaming experience.
- Mentor and coach new Cage Cashiers to ensure they understand and follow proper procedures for handling cash and processing transactions accurately.
- Provided leadership and guidance to a team of cage cashiers, ensuring highest level of customer service and compliance with company policies and procedures through training, coaching, and performance management
- Coordinated with the Finance department to reconcile cash transactions, resulting in accurate and reliable reports
- Ensure compliance with all state and federal gaming regulations and laws, including monitoring and reporting suspicious financial transactions.
Store Manager
Ace Cash Express/Populus
02.2019 - 09.2022
- Developed and implemented customer service training programs to improve customer satisfaction and retention.
- Design and implement sales strategies to increase store revenue and meet sales targets.
- Identified and implemented cost-saving measures to optimize store operations and increase profitability
- Manage and motivate team of sales associates to meet sales targets and provide excellent customer service.
- Manage store inventory to ensure proper stock levels and minimize shrinkage
- Conduct regular performance evaluations of sales associates to identify areas of improvement and provide coaching and training to enhance their performance.
- Operated POS for cash, check, and credit card transactions with excellent accuracy levels.
Men's Floor Manager
Banana Republic
08.2015 - 02.2018
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services
- Coordinate with equipment and process teams ensuring compliance to all protocols and maintain quality
- Cleaned and organized the store, including the checkout desk and displays
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
- Manage and prioritize all production processes and implement all production plans.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Bachelor of Science - Business Administration And Management
Devry University
01.2022
Finance -
Bennett College For Women
Greensboro, NC06.2015
Skills
- Guest Relations
- Cash Handling
- Inventory Management
- Store Operations
- Policy Enforcement
- Cash Drawer Balancing
- Auditing procedures
- Customer Service Excellence
- Organizational Skills
- Multitasking
- Time Management
- Cash Register Operation
- Records Maintenance
- Conflict Resolution
- Currency Exchanges
- Machine component
- 10-Key Touch
- 10-Key Data Entry
- Vault Security
- Cash Handling Accuracy
- Cash Shipment Balancing
- Data Entry
- Accounting Systems
Certification
- Maryland gaming License
- Main Bank
- Employee Bank
References
References available upon request.
Timeline
Casino Cage Supervisor
MGM Resorts
10.2023 - 09.2024
Lead Cage Cashier
MGM National Harbor
10.2023 - 10.2023
Store Manager
Ace Cash Express/Populus
02.2019 - 09.2022
Men's Floor Manager
Banana Republic
08.2015 - 02.2018
Bachelor of Science - Business Administration And Management
Devry University
Finance -
Bennett College For Women
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