Summary
Overview
Work History
Skills
Languages
Timeline
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Leela Marcelino

La Prairie,Quebec

Summary

Results-focused customer service professional with expertise in cash handling, multitasking, and comprehensive knowledge of casino gaming. Demonstrates exceptional attention to detail in high-pressure environments, ensuring accuracy and efficiency. Proactive team player excelling in communication and collaboration, adept at working autonomously in any given situation.

Overview

17
17
years of professional experience

Work History

Casino Cage Manager

Playground
05.2023 - Current
  • Managed large-scale cash transactions during high-profile events at the casino, maintaining accuracy and efficiency under pressure while upholding strict security protocols.
  • Streamlined cage operations for increased efficiency by developing and implementing new processes for staff training and performance evaluations.
  • Provided support during internal and external audits by maintaining accurate records of all financial transactions within the casino cage area.
  • Responded to and resolved guest inquiries, disputes and issues to maintain guest satisfaction.
  • Evaluated existing operational policies regularly, making recommendations for improvements based on industry best practices and specific needs of the casino.
  • Mentored junior staff members by sharing expertise on casino cage operations, fostering a culture of continuous learning and development within the department.
  • Improved team collaboration, fostering an open line of communication between cage supervisors, managers, and frontline staff.
  • Tracked various employee files and kept detailed records to support human resources department.
  • Improved new employee performance by co-developing a comprehensive cashier training manual and launching a cashier school program.
  • Assisted in the recruitment and selection process of new cage employees, ensuring that skilled and trustworthy individuals were added to the team.
  • Coordinated training schedules, ensuring minimal disruption to daily operations.
  • Coordinated scheduling of cage personnel to ensure adequate staffing levels during peak times while minimizing labor costs where possible.

Casino Cage Supervisor

Playground
10.2017 - 04.2023
  • Worked closely with team members to deliver high-levels of customer service and organizational methods in relation to cash handling.
  • Maintained updated reports of daily functions, applied promotions and customer database knowledge through a company interface and across multiple gaming programs.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Supported accounting and payroll departments by compiling paperwork and submitting detailed money reports.
  • Learned gaming standards and poker terminology to support office needs.
  • Monitored and coordinated activities of cage personnel to maintain integrity of cage funds.
  • Trained, motivated, evaluated and supervised staff and offered guidance and resources to accomplish job and department objectives.

Casino Cage Cashier

Playground
09.2015 - 10.2017
  • Counted and verified cash amounts at shift start and balanced funds prior to shift end.
  • Redeemed coins and tokens for cash at customer request.
  • Contributed abilities during heavy work periods and to cover missing employees to uphold strong service levels for customers.
  • Adhered to security protocols and cash handling best practices to maintain correct totals.
  • Earned reputation for good attendance and hard work.

Human Resources Assistant

Playground
09.2014 - 09.2015
  • Conducted employment verification and background investigation to facilitate hiring process.
  • Developed and maintained training materials and benefits packages for new hires.
  • Created, organized and maintained employee personnel files to keep sensitive data secure.
  • Developed job postings, recruited candidates and scheduled interviews to fill vacant positions.
  • Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
  • Guided new hires through orientation, onboarding and explained documentation requirements to facilitate HR process.
  • Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.

Casino Cage Cashier

Snake’s Poker Club
03.2008 - 08.2014
  • Provided prompt, high-quality guest service, including tournament payouts and prize redemption to meet diverse guest needs.
  • Executed currency trades to provide guests with casino chips or process cash redemptions for unused chips.
  • Balanced opening and closing cash amounts with daily counts.
  • Sold company merchandise and tracked inventory numbers.

Skills

  • Customer service
  • Cash handling expertise
  • Professionalism
  • Multitasking proficiency
  • Attention to detail
  • Excellent communication
  • Gaming knowledge
  • Team collaboration
  • Time management

Languages

English
French
Portuguese

Timeline

Casino Cage Manager

Playground
05.2023 - Current

Casino Cage Supervisor

Playground
10.2017 - 04.2023

Casino Cage Cashier

Playground
09.2015 - 10.2017

Human Resources Assistant

Playground
09.2014 - 09.2015

Casino Cage Cashier

Snake’s Poker Club
03.2008 - 08.2014

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Leela Marcelino