Sonia Fleming

(Promoted from Cashier within 8 months due to strong performance and leadership potential)

• Supervise cashier operations, ensuring accurate handling of high-volume cash and chip transactions in compliance with gaming regulations and internal policies.
• Support the Head Cashier in overseeing shift schedules, training new cashiers, and addressing performance issues.
• Assist with reconciliation of tills, vault balancing, and preparation of daily financial reports.
• Investigate and resolve discrepancies or customer concerns quickly and professionally.
• Monitor team adherence to anti-money laundering protocols and internal control procedures.
• Collaborate with security and compliance teams to maintain a secure and accountable cash-handling environment.
• Recognized for reliability, attention to detail, and excellent customer service under pressure.

• Illustrated employment permit and immigration processes and managed communication channels to provide high level of service and consultation to labor and immigration inquiries.
• Processed all applications related to employment permits, as well as various categories of residence permits.

• Monitored services to ensure they meet established quality standards.
• Identified quality issues, investigated root causes, and recommended corrective actions.
• Collaborated with production and operations teams to improve processes.
• Maintained accurate documentation of inspections, tests, and corrective actions.
• Ensured compliance with industry regulations and company standards.

• Served as the primary point of contact for customer inquiries, concerns, and complaints.
• Resolved customer issues promptly and professionally, aiming to maintain high satisfaction.
• Gathered customer feedback and report trends to relevant departments.
• Maintained up-to-date customer records and service history.
• Supported the development and implementation of customer service policies.
• Coordinated with internal departments to ensure timely delivery and service.
• Followed up with customers to ensure issues were resolved and satisfaction was achieved.
• Managed customer relations on ongoing basis to maximize customer retention.