o Implement process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.o Prepare and manage annual budgets with controls to prevent overages.o Develop systems to track and log work issues.o Introduce new methods, practices, and systems to reduce turnaround time.o Plan and resource personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.o Collaborate cross-functionally to refine procedures, devise best practices, and enforce quality metrics.o Review operations report to understand numbers and trends.o Increase productivity KPIs to achieve key business goals and objectives.o Spearhead department training to enhance employee performance and boost employee productivity.o Lead improvement initiatives to advance operational efficiencies and increase revenue.

• Meet targets with respect to: profit , budget, productivity, efficiency, and labour costs• Ensure the operation completes commercial processing, Compusafe, ATM, scheduling, and all aspects of the day to day operation in accordance with business requirements• Establishing and achieving KPIs and KPOs• Leading and developing the Cash Logistics Supervisors and other key personnel• Maintain a focus on continuous improvement and customer focus initiatives • Overseeing the activities of salaried and hourly staff, while ensuring employees receive proper training and demonstrate core competencies • Promoting a positive work environment, with focus on employee relations and diversity• Identifying & resolving workplace issues in an efficient manner• Ensuring compliance and fulfillment of contractual obligations• Ensuring compliance and risks are managed with Brink’s Health and Safety Policies and Government Regulations

Excellent internal and external customer service skills are required to be displayed at all timesThe Cage Supervisor is responsible for the direct supervision and control of all Cage operations including the scheduling and monitoring of sufficient Cage personnel to ensure the department is able to run effectively within compliance with all applicable policy and procedures, rules and regulations.Ability to effectively manage staff and deal with conflict resolutionEnsure that all in-house transactions are completed efficiently and accuratelyAccountable for the control of floats, main bank, cashier cash drawers, revenue and all paperwork received during a given shiftMonitor cashiers and verify cashier payoutsMaintain documentation that is neat, concise, accurate and legibleControlling the accounting activity within the cage area for each shiftMaintain good housekeeping practices to ensure a professional image is portrayed to the patronsResponsible for the smooth and efficient operating procedures of the entire shift ensuring the department is in compliance with AGCO and GBH Casino internal controls, all department policies and CAW collective agreementResponsible for and safeguard all casino assets, confidential information, forms, documents and files associated with the operations of the Cage DepartmentEnsure staff is providing prompt and efficient customer serviceEnsure staff adhere to GBH policy and procedures Foster team work, positive employee morale, motivation and open communicationAbility to effectively supervise, monitor, coach, counsel and instruct staff members and issue corrective actions when warranted, in a positive mannerMonitor and manage individual employees performance including coaching and motivating employees, disciplinary process and conflict resolutionResponsible for the ongoing training of all Cage employees when requiredHandle customer concerns and complaints quickly and respectfully

Provided solutions tailored to clients’ overall financial needs. Applied service and operational quality standards while complying with administrative and security procedures.• Achieved credit sales of 139% YTD by developing and implementing effective sales action plans for every client interaction.• Reached 97% YTD credit renewals and 95% investment renewals by systematically following up with clients and anticipating client needs.• Participated in community events, such as Portuguese Parade, raising awareness of bank’s products and services among 5K plus attendees and organizers.• Established trust-based relationships and built client loyalty by offering personalized service.• Developed knowledge of bank products and services and understood benefits for clients by participating in regular internal training sessions, as well as attending external speaker events.• Acted as professional resource for customers, helping achieve financial development objectives.• Responded to complex requests, such as estate planning, from various parties or forwarded to appropriate resources and ensured adequate solutions were provided.

Recruited, hired, trained, and oversaw day-to-day operations of Customer Service Representatives. Managed budget, including payroll and office expenses. Developed and executed business plans, including sales and marketing plans. Led representatives in identifying customers' financial requirements and referring clients to appropriate individuals. Ensured security and operational standards were respected and proper procedures were applied.• Increased sales of MasterCards 75% by participating in events outside the branch and implementing role play sales techniques with Customer Service Representatives.• Improved sales of loyalty products 32% by training staff on how to present product advantages to clients. • Enhanced Customer Service score 11% by conducting weekly coaching sessions focused on delivering excellent service to clients.• Increased referrals 45% by increasing team work, creating mixed teams of Advisor and Customer Service Representatives working together.• Conceived and developed, in collaboration with Branch Manager, business models, meeting annual targets in very difficult and turbulent economy with numerous competitors.• Optimized scheduling of entire team of Customer Services representatives by creating rotating work system where business needs were addressed and employees kept desired hours.• Conducted external sales calls and telephone solicitation, targeting new business, both individual and companies.• Analyzed current and potential markets / trends, identifying and coordinating activities to maintain and increase revenue through added business.

Managed all groups, weddings and event bookings and acted as shipboard manager, ensuring all elements agreed upon were executed. Managed and evaluated performance of Front Desk Supervisor and all Customer Service Agents, as well as all administrative services provided to 200 Officers and 600 Crew Members. Processed payroll for crew members. Oversaw all monetary and economic operations onboard, with budget of approximately $2M. • Ensured customer service standards were met for every passenger interaction by monitoring staff performance, conducting regular inspections, and interacting with clients to understand clients’ level of satisfaction.• Liaised with corporate head office, resolving any issues.• Planned and ensured customer service and product knowledge training requirements were continually met for all staff by scheduling and logging regular training sessions.• Anticipated needs of passengers and provided exceptional customer service.• Assisted passengers with unresolved queries and provided necessary follow up, ensuring complete passenger satisfaction.