Open To Work
Agnelo D Lima
Casino Cashier
Wembley
Summary
Customer service professional with a strong track record in enhancing client satisfaction and optimizing processes. Skilled in building rapport and fostering relationships that drive business growth. Focused on quality and efficiency, contributing effectively to team success.
Overview
1
1
Certification
2025
2025
years of professional experience
Work History
Casino Cashier
Grosvenor Casino The Victoria
2024 - 2026
- Processed cash transactions efficiently, ensuring accuracy and compliance with casino policies.
- Enhanced customer satisfaction by accurately and efficiently processing cash transactions.
- Maintained accurate cash drawers, reconciling discrepancies promptly and effectively.
- Managed large cash transactions efficiently while ensuring accuracy and adherence to protocols.
- Counted cash drawers at the beginning and end of each shift with speed and precision.
- Streamlined cash handling procedures for improved efficiency and reduced errors.
- Utilized point-of-sale systems for tracking sales and managing financial records accurately.
- Assisted customers with inquiries, providing exceptional service to enhance guest experience.
- Resolved customer complaints proactively, fostering a positive environment within the casino floor.
- Provided prompt resolution of customer disputes or concerns, fostering a positive atmosphere within the casino.
- Collaborated with team members to streamline operations and improve service delivery.
- Contributed to a positive gaming environment by providing friendly, professional service to all casino guests.
- Promoted a safe working environment by promptly reporting any observed safety hazards or potential security breaches to management.
- Monitored gaming activities to detect irregularities, ensuring adherence to regulatory standards.
- Reduced discrepancies in financial reporting through meticulous record-keeping and attention to detail.
Cashier
Empire Casino
11.2022 - 03.2024
- Securing of company funds and providing accurate and courteous guest service.
- Redeeming coins, cash checks and supply information to the guests.
- Resolved customer issues and answered queries to enhance guest satisfaction.
- Providing an outlet of sales and redemption of coin and chips for internal and external guests. (ex., jackpot/fill window)
- Issuing cash, prizes or comp redemptions based on earned number of points and comps available in player’s account.
- Establishing accurate accounts for players based on data entry guidelines, issue cards and explain the program to them.
- Answering the queries about the gaming sessions, transportation services, parking, facilities, hotels, restaurants, and all events and promotions.
- Accurately identified elite guests for preferred player boarding and various other complimentaries.
- Responsible for implementing the current promotion abiding by the rules of that promotion.
- Addressed customer concerns effectively, showcasing strong problem-solving skills and improving overall service experience.
- Participated in special events to enhance guest engagement.
- Displayed knowledge of computer systems to assist in guest service operations.
- Fostered positive interactions through effective communication and exceptional guest service.
Customer Service Manager
Ladbrokes Coral Group
02.2019 - 11.2022
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Facilitated positive customer interactions, enhancing overall customer satisfaction.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Developed empathetic client relationships, earning recognition for consistently exceeding service standards.
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Implemented strategies to enhance profitability and achieve sales goals.
- Executed targeted marketing initiatives, increasing brand visibility and customer engagement.
- Enforced gambling safety and exclusion guidelines to protect patrons.
Sales Manager
Brothers (BETFRED)
01.2016 - 12.2018
- Addressed customer complaints by identifying issues and providing effective solutions, improving customer satisfaction.
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
- Facilitated agreements among employees to clarify directions and resolve conflicts, enhancing team performance.
- Created team communications and duty rotas to streamline operations and improve coordination.
- Managed quality assurance program including on site evaluations, internal audits and customer surveys.
- Implementing cost-saving initiatives and creating fresh new approaches to long-standing problems and meeting profit targets.
- Marketing to the potential customers and coming up with special promotional ideas.
- Identified and resolved disputes and safety concerns proactively.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Recorded and verified daily financial takings to ensure accuracy.
- Alert to any potential frauds, underage gambling, illegal activities and taking action to prevent the same.
- Overseeing the betting terminals.
Senior Cashier
Goan Carnival & Leisure Pvt. Ltd.
05.2010 - 04.2015
- Handling cash and credit transactions.
- Verified cash and credit payments daily.
- Balancing window after every hour.
- Maintaining accurate records of daily cash revenue.
- Preparing balance sheet during club closing time of each and every window.
- Resolved customer complaints professionally, ensuring passenger satisfaction and loyalty.
- Demonstrated superior customer service skills and met exceeded guest expectations.
- Resolving problems for a diverse group of customers in a high pressure environment.
- Trained and coached new employees.
- Executed chip fill and chip credit processes at gaming tables.
- Ensured compliance with policies and procedures, gaming commission regulations and internal controls.
- Prepared and submitted cash end-of-shift.
- Identified and rectified discrepancies between accounting records and cash drawer, ensuring accurate financial reporting.
- Achieved upsell goals by strategically promoting targeted offers to enhance customer engagement.
- Accurately completed time sensitive paperwork.
- Educated customers on promotions to enhance sales.
Accountant Jamila Al Hajri
Shell Oman Marketing Accounts
05.2008 - 06.2009
- Reviewed accounting structures and procedures on a regular basis to identify areas in need of improvement.
- Managed, tracked and monitored financial updates, watch lists and insurance files.
- Analyzed and researched reporting issues to improve accounting operations procedures.
- Provided journal entries and performed accounting on accrual basis.
- Reduced outstanding debts by identifying and resolving account issues.
- Streamlined month-end, quarterly, and year-end processes for improved efficiency.
- Recommending financial actions by analyzing accounting options.
- Summarizing current financial status by collecting information, preparing balance sheet, profit and loss statement and other profits.
- Maintained accounting controls by preparing and recommending policies and procedures.
- Trained new employees on accounting principles and company procedures.
- Reconciling financial discrepancies by collecting and analyzing account information.
- Preparing payments by verifying documentation, and requesting disbursement.
Casino Cashier
Grosvenor Casino The Victoria
2024 - 2026
Education
B.Com - Cost Accounting
Goa
Margao - Goa01-2007
HSSC - Commerce
Goa
Margao Goa 01-2004
SSC - General
Goa
Margao 01-2002
Skills
Cash handling
Customer interaction
Effective communication
Conflict resolution
Decision-making
Active listening
Adaptability and responsiveness
Focus
Learn quickly
Patience
Team management
Cash handling
Certification
Diploma in Information Technology Mice – Goa.
References
References available on Request.
Interests
Socializing & making new friends, Music, Work outs
Disclaimer
I hereby affirm that the information furnished above is true & correct.
Timeline
Cashier
Empire Casino
11.2022 - 03.2024
Customer Service Manager
Ladbrokes Coral Group
02.2019 - 11.2022
Sales Manager
Brothers (BETFRED)
01.2016 - 12.2018
Senior Cashier
Goan Carnival & Leisure Pvt. Ltd.
05.2010 - 04.2015
Accountant Jamila Al Hajri
Shell Oman Marketing Accounts
05.2008 - 06.2009
Casino Cashier
Grosvenor Casino The Victoria
2024 - 2026
Casino Cashier
Grosvenor Casino The Victoria
2024 - 2026
B.Com - Cost Accounting
Goa
HSSC - Commerce
Goa
SSC - General
Goa