Norma Naranjo
East Chicago
Summary
Accomplished Slots Lead Specialist with a proven track record at Penn Entertainment Inc., enhancing team productivity and customer satisfaction through effective operations management and exceptional service. Skilled in cash handling and customer relations, I excel in fostering team collaboration and continuous improvement, significantly reducing operational costs and streamlining processes for efficiency.
Overview
25
25
years of professional experience
Work History
Slots Lead Specialist
Penn Entertainment Inc.
06.2001 - Current
- Enhanced team productivity by implementing efficient work processes and streamlining operations.
- Reduced operational costs by identifying inefficiencies and implementing cost-saving measures in various departments.
- Ensured compliance with industry regulations and company policies through diligent monitoring and enforcement efforts.
- Increased customer satisfaction levels by addressing concerns promptly, providing thorough resolutions, and maintaining open lines of communication.
- Achieved project success by effectively leading cross-functional teams and ensuring timely delivery.
- Developed strong client relationships through consistent communication, understanding their needs, and delivering tailored solutions.
- Followed all company policies and procedures to deliver quality work.
- Educated staff on organizational mission and goals to help employees achieve success.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Worked flexible schedule and extra shifts to meet business needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Cage Cashier
Harris Entertainment Inc.
06.2000 - 06.2001
- Verified large amounts of cash quickly, ensuring accuracy and reducing wait times for customers.
- Provided exceptional customer service, addressing concerns promptly and professionally.
- Streamlined cash operations for increased efficiency by maintaining accurate records of all transactions.
- Managed high volumes of currency, balancing accounts accurately at the end of each shift.
- Provided support to other team members when needed, fostering a collaborative work environment conducive to optimal productivity.
- Enforced company standard operating procedures, gaming regulations, and Title 31 compliance.
- Processed various cash transactions and answered gaming customer questions.
- Enhanced customer satisfaction by efficiently processing transactions and handling cash accurately.
Education
Associates Degree - Secretarial/Receptionist
Sawyer College
Hammond, IN06-1994
Skills
- Ethics and integrity
- Reliability and punctuality
- Operations management
- Professionalism and courtesy
- Cash handling
- Employee relations
- Data entry efficiency
- Team collaboration
- Customer relations
- Patience and tolerance
- Banking procedures
- Continuous improvement
- Cash transaction reporting
- Casino regulations
- Jackpot payouts
- Machinery maintenance
- Gaming regulation compliance
- Customer service
- Customer satisfaction
- Teamwork
- Problem-solving
- Surveillance techniques
- Multitasking
Languages
Spanish
Native or Bilingual
Timeline
Slots Lead Specialist
Penn Entertainment Inc.
06.2001 - Current
Cage Cashier
Harris Entertainment Inc.
06.2000 - 06.2001
Associates Degree - Secretarial/Receptionist
Sawyer College
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