Brandy Elizabeth Santa Cruz
_____________________brandysantacruz@gmail.com, 801-703-5905_____________________
American Express, Salt Lake City, UT – April 2008 to Present
Diversity Network Lead, Global Diversity and Inclusion:
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Leadership Development for entry level employees
Organize and execute Network projects, facilitate and schedule all Network meetings
Created new projects to drive business goals and create spend revenue
Network and Communicate with Operations Executive Team, Public Affairs and VP-Sponsors
Interim RTA Analyst, Inbound Phone Operations:
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Monitor sites real time adherence, floor execution and abandon rate
Service internal customer requests through all communications channels
Communicate staffing and planning needs to ensure departmental goals are achieved
Identify potential issues by using sound judgment and analytical skills then determine solutions
Relationship Care Consultant Team, World Service:
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#1 on team; #4 of 3,584 World Service colleagues
100% Compliance and Quality (procedural, shareholder, informational) continuously
Coach and reinforce learning of policy, procedures and products with World Service Professionals
AdHoc Situations, Account Reconciliation, Track trending issues and volume drivers
Provide extraordinary Relationship Care by recommending tailored and unique solutions
World Service Excellence Award, 200 recipients of 65,000 employees
Hard Rock Hotel & Casino, Las Vegas, NV – January 2004 to February 2008
Casino Accountant, Casino Accounting and Compliance:
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Successfully passed all Audits from Nevada State Gaming Board, Deloitte & Touche and Internal Audit
Audited Multiple Transaction Logs and all CTR-C forms prior to IRS submission
Assisted departments with resolving any compliance issues, ensuring compliance goals were met
Posted journals and ledgers for all progressive slot accounts, IGT, Bally’s, etc. (AR/AP), using LMS
Performed MICS requirements as assigned by CFO, Controller and Internal Audit Managers
Trained employees in the Cage, Race and Sports Book, Slots and Table Games for the transition from
Regulation6A to Title 31 reporting
Revenue Auditor, Audit Team:
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Verified and tested slot hold percentages, to ensure accuracy and “truth”
Audited Slots, EZ Pay, Table Games daily to ensure departments were in compliance with Regulations
Turned in Minimum Internal Control Standards (MICS) to Internal Audit and State Gaming Board
Prepared Win/Loss Statements requested by casino patrons
Created Airfare Log, to ensure all players receiving comps were accurately reported
Cage Cashier, Casino Cage:
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100% Compliance on MTLs, CDWs, Front Money, Markers and CTR-C forms
Balance Front Window Drawers up to $250,000 per night
Balance Cage Accountability Log (cash flow, reserve and restricted funds) up to $35,000,000 per shift
Variance rate less than 0.002 in my cash related work and reporting
Player’s Club Representative, Casino Marketing:
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Voted “Hard Rocker of the Month” for excellent customer service by peers and leadership
Enforced Regulation 6A by validating ID to prevent underage gambling
Tracked player information; buy in/out (tables), coin in/out (slots), and Win/Loss Statements
Systems used: IGT, Word, Power Point, Excel, Outlook
Pit Clerk, Table Games Operations:
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0 Compliance Exceptions from Audit, Internal Audit and Compliance
Maintained player information on Multiple Transaction Logs
100% Compliance with Regulation 6A