Shun Zhang

Manage high-volume cash flow and financial transactions with absolute accuracy in a fast-paced resort environment while maintaining strict compliance with gaming regulations and cage policies.

Resolve customer inquiries and financial disputes effectively, safeguarding resort confidentiality and elevating the guest experience under high-pressure peak hours.

Minimize cash-handling discrepancies by implementing rigorous dual control.

Managed customer inquiries and provided exceptional service at the cash cage.

Maintained compliance with gaming regulations and internal policies consistently.

Balanced cash drawers daily to ensure accuracy in financial reporting.

Assisted in training new cashiers on operational procedures and best practices.

Collaborated with security teams to address any discrepancies or concerns swiftly.

Handled large amounts of cash and chips securely during busy shifts.

Utilized various software programs to complete daily tasks accurately and quickly.

Worked collaboratively with other team members to ensure smooth operation of the main cage area.

Execute accurate dual-control processes, process night/mail deposits, service ATMs, open safety deposit boxes, and complete Currency Transaction Reports (CTR) as required by financial regulations.

Serve on a scheduled rotation as branch Customer Service Representative (CSR), assisting with opening new accounts and cross-selling bank and affiliate products to meet client financial needs.

Processed customer transactions accurately and efficiently at Southern Bancorp.

Assisted customers with account inquiries and product information.

Balanced cash drawer daily to ensure accuracy and compliance.

Maintained knowledge of bank policies, procedures, and regulations.

Collaborated with team members to enhance customer service experience.

Resolved customer complaints promptly and professionally to ensure satisfaction.

Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.

Handled large volumes of currency quickly and accurately with minimal errors.

Operational Leadership: Partner with the General Manager to fully direct front-desk, guest-service, and bell-staff teams; design monthly shift schedules and allocate tasks for a 10-member workforce, increasing team operational efficiency.

Front-Office Oversight: Manage daily workflows including guest check-in/out, VIP services, reservations, and clerical tasks. Review daily night-audit reports and strictly enforce loss-prevention and security protocols, reducing security-related incidents to zero across a 4-year tenure.

Staff Development: Recruit, onboard, and deliver systematic training for over 8 new front-desk employees on technical duties and emergency protocols; conduct monthly performance reviews that successfully boosted staff morale and reduced turnover.

Cross-Departmental Synergy: Maintain constant communication with Housekeeping, Facility Maintenance, Security, and Concierge departments to align room cleaning schedules and repairs, successfully eliminating cross-departmental delays.

Fiscal Management: Track department spending, optimize daily operational costs, and assist the GM in hitting annual operating-budget targets while upholding pristine cleanliness and service standards.

Fluent in English and Mandarin-Chinese, offering a strong cross-cultural competency to serve diverse, international guest profiles.

Accurately processed high-volume routine transactions (deposits, withdrawals, payments) while strictly minimizing risk under established banking compliance guidelines.

Supported customer engagement by sharing digital banking solutions and introducing clients to specialized bankers to foster long-term relationships.

Processed customer transactions efficiently and accurately.

Assisted customers with account inquiries and service requests.

Educated customers on banking products and services available.

Monitored compliance with banking regulations and policies.

Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.

Supervised and mentored retail staff, optimized daily opening/closing procedures, and analyzed sales data alongside the Store Manager to improve overall performance.

Enhanced store visual merchandising to feature promotions, proactively resolved operational bottleneck issues, and built a loyal customer base via personalized interactions.