Jacobs - Customer Service - Cape Town, WC, South Africa

Lauren Jacobs

Cape Town, WC, South Africa


Customer Service

  • Full time
  • Part time
  • One time
  • Contract
  • Temp


I'm very efficient in the sense of connecting with a customer, listening with intent to finding out what the customer wants, needs or requires. Engaging with the customer. Acting with owner with regards to addressing the issue. Reconnecting with the guest and giving feedback with regards to the outcome of his or her request or complaint.

Work History

Surveillance Person

Montecasino - Tsogo Sun

From October 2011

I was a Surveillance Person. Surveillance had to ensure that there was compliance to the National Gambling Board rules and regulations, compliance to the Responsible Gambling Program as well as adherence to the casino standard operating procedures. we conducted internal audits. We di live Surveillance monitoring of all the casino table game such as American Roullete, Blackjack, Dice and Poker ensure that the table procedures are being adhered to as well and that the correct pay-out are being paid to the guests.

Surveillance Operations Manager

The Carousel Casino - Sun International

January 2008 - December 2010

I was responsible for ensuring that the Gaming Surveillance Camera Room ran effectively and efficiently by making sure that the staff had all the necessary and working equipment such as computers, monitors and controllers. Ensuring that there's enough staff scheduled per shift. Conducting training with staff to ensure staff competency levels are of high standard. Ensuring that Internal Audits get conducted and feedback given to the relevant department as well as received from that department.

Surveillance Shift Manager

The Carousel Casino - Sun International

November 2005 - December 2007

Ensuring that compliance was adhered to. Detecting and reporting any and all irregularities to the relevant department as well as the Provincial Gambling Board

Surveillance Supervisor

The Carousel Casino - Sun International

August 2004 - October 2005

Surveillance Officer

Grand West Casino and Entertainment World Sun International

November 2000 - July 2004

Mrs Ria Voster
Surveillance Specialist/Investigator: Montecasino - Tsogo Sun
Tel: (011) 510 7504 Cell: 082 773 5887
Ms. Heidi du Preez
Surveillance Manager: The Carousel Casino - Sun International
Tel: (012) 718 7561/7581 (W) Cell: 082 9000 714
Mr. Johan van Wyk
Surveillance Manager: GrandWest Casino - Sun International
Tel: (021) 505 7631 (W) Cell: 083 626 8878

Surveillance Officer (Currently)

∗ Monitoring of gaming floor i.e. Slots, casino, etc.
∗ Ensure all delegated variances are investigated accurately and reported as per SOP and disputes are resolved timeously relevant to the investigation
∗ Ensure the gathering of information and reporting on exceptional matters
∗ Develop an awareness of crime prevention, detection and observation
∗ Ensure that the casino rules and regulations are enforced, and adhered to by all persons concerned
∗ Ensure the official handling and safe-keeping of all keys and departmental assets to which access is given
∗ Ensure that defective equipment is timeously reported and repaired
∗ Ensure that all gaming procedures are monitored against the relevant functions Issuing and checking of playing cards and other gaming related equipment as per SOP
∗ Making sure that records are filed and kept accurately
Job title: Operations Manager
∗ HR Recruitment, IR and Training
∗ Compliance NGB (Legislation, rules and regulations)
∗ NWGB (Legislation, rules and regulations)
∗ Legislation - FICA, Liquor Act and Labour Act
∗ ICS (Company policies and procedure)
Job title: Surveillance Shift Manager/Supervisor
∗ investigate serious incidents and crime thoroughly leading to the apprehension and conviction of guilty persons
∗ Keep CCTV footage evidence correctly filed and secure for easy retrieval
∗ Propose new measures for combatting fraud and theft and implement approved measures
∗ Effectively act as witnesses in internal disciplinary enquiries and external body proceedings, e.g. CCMA and Courts

Qualifications & Certifications

Parow High School

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