Zoila Reyes
Las Vegas
Summary
Dynamic Cage Shift Manager with extensive experience at Durango Casino & Resort, recognized for enhancing customer satisfaction and reducing financial discrepancies through effective cash handling and staff training. Proven ability to foster teamwork and enforce casino regulations, ensuring compliance and operational efficiency in high-pressure environments.
Professional gaming and cage shift manager with a strong focus on team collaboration and achieving results. Skilled in oversight of financial transactions, ensuring compliance with regulations, and maintaining high standards of customer service. Adept at handling dynamic environments and adapting to changing needs. Reliable team leader known for fostering cooperative work atmosphere and driving operational success.
Overview
23
23
years of professional experience
Work History
Cage Shift Manager
Durango Casino & Resort
10.2023 - Current
- Collaborated with other department managers to ensure seamless communication and coordination across the casino floor.
- Reduced discrepancies in financial transactions by closely monitoring cashier activity and providing ongoing training.
- Supervised, trained, and directed cage cashiers, main bankers, and fill bankers.
- Assigned tasks and managed breaks to ensure adequate coverage.
- Researched and resolved discrepancies in cashier transactions or accounting issues.
- Handled customer issues and resolved disputes regarding cage transactions, including marketing issues.
- Assisted VIP or high-limit players with large transactions and credit lines, to ensure professional and discreet handling of sensitive transactions.
Cage Shift Manager
Palace Station Hotel & Casino
10.2020 - 10.2023
- Developed strong working relationships with staff members, fostering a team-oriented environment that promoted collaboration and job satisfaction.
- Provided exceptional customer service by quickly addressing patrons'' questions or concerns about their accounts or transactions.
- Contributed to the development of new policies and procedures that improved overall casino operations efficiency.
- Implemented effective employee scheduling strategies to maintain optimal staffing levels during peak periods while controlling labor costs.
- Conducted thorough investigations into variances or suspicious activities identified through audits or surveillance reports.
- Responded to and resolved guest inquiries, disputes and issues to maintain guest satisfaction.
- Reconciled daily summaries of transactions to balance cash drawers and maintain accurate account of assigned banks.
Cage Shift Manager
Palms Casino Resort
04.2019 - 03.2020
- Enhanced customer satisfaction with prompt resolution of disputes and complaints, maintaining a professional demeanor at all times.
- Managed daily cash flow for smooth casino operations, ensuring accurate record-keeping and timely reporting.
- Maintained strict compliance with gaming regulations, conducting regular audits and addressing any issues proactively.
- Cashed checks and paid out money by verifying correct signatures, numerical amounts, and sufficient funds in accounts.
- Oversaw cage-related financial activities on property to enforce laws, rules, regulations and controls of company, tax and gaming commissions.
- Assisted guests with credit card advances, chip cash-outs and check cashing.
- Coordinated staff schedules, rotations and breaks.
- Developed strong working relationships with staff members, fostering a team-oriented environment that promoted collaboration and job satisfaction.
- Conducted thorough investigations into variances or suspicious activities identified through audits or surveillance reports.
- Reconciled daily summaries of transactions to balance cash drawers and maintain accurate account of assigned banks.
- Responded to and resolved guest inquiries, disputes and issues to maintain guest satisfaction.
Cage Shift Manager
Palace Station Hotel & Casino
06.2013 - 04.2019
- Assessed staff performance regularly, providing constructive feedback and coaching to improve skills and productivity.
- Maintained open lines of communication with regulatory agencies, ensuring all necessary reporting was submitted accurately and on time.
- Performed credit checks and references to open credit accounts for customers.
- Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
- Reduced discrepancies in financial transactions by closely monitoring cashier activity and providing ongoing training.
- Provided exceptional customer service by quickly addressing patrons'' questions or concerns about their accounts or transactions.
- Enhanced customer satisfaction with prompt resolution of disputes and complaints, maintaining a professional demeanor at all times.
- Managed daily cash flow for smooth casino operations, ensuring accurate record-keeping and timely reporting.
- Oversaw cage-related financial activities on property to enforce laws, rules, regulations and controls of company, tax and gaming commissions.
- Assisted guests with credit card advances, chip cash-outs and check cashing.
- Coordinated staff schedules, rotations and breaks.
- Developed strong working relationships with staff members, fostering a team-oriented environment that promoted collaboration and job satisfaction.
- Conducted thorough investigations into variances or suspicious activities identified through audits or surveillance reports.
- Reconciled daily summaries of transactions to balance cash drawers and maintain accurate account of assigned banks.
- Responded to and resolved guest inquiries, disputes and issues to maintain guest satisfaction.
Customer Service Manager
US Bank NA
08.2002 - 06.2013
- 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.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assisted in loan processing, new accounts, and daily customer banking transactions.
- Conducted month, quarterly, and yearly audits to ensure branch was in compliance with regulatory guidelines.
Education
Business Administration And Management
Nevada State University
Las Vegas, NV05-2025
Skills
- Motivational skills
- Cash handling expertise
- Policy enforcement
- Employee scheduling
- Casino regulations
- Staff training and development
- Regulatory compliance
- Casino operations
- Customer service
- Teamwork
- Problem-solving
- Reliability
- Adaptability and flexibility
- Cash handling
- Self motivation
- Professionalism
- Analytical thinking
Leadership Training Completion
Core leadership training classes, which included leadership fundamentals such as understanding leadership styles, leading by example, emotional intelligence, and effective communication for leaders, coaching and development of employees, team management & motivation, and decision making, and critical thinking.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Cage Shift Manager
Durango Casino & Resort
10.2023 - Current
Cage Shift Manager
Palace Station Hotel & Casino
10.2020 - 10.2023
Cage Shift Manager
Palms Casino Resort
04.2019 - 03.2020
Cage Shift Manager
Palace Station Hotel & Casino
06.2013 - 04.2019
Customer Service Manager
US Bank NA
08.2002 - 06.2013
Business Administration And Management
Nevada State University