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Skills

  • Customer service
  • Business operations
  • Supervision
  • Equipment inspection
  • First Aid/CPR
  • Customer satisfaction improvement
  • Upselling techniques
  • Budgets
  • Team building
  • Operational Compliance Management

Work Experiences

  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved a 27% increase in return players.
  • Consistently finished in the top program% for Keno sales, contributing directly to a revenue uplift of $7.
  • Acknowledged among 18 team members.
  • Assisted with auditing and accounting reports at the end of shifts, ensuring total accuracy of collected payments and winnings.
  • Achieved a 36% increase in game participation.
  • Transported Tableau to 18 months customer locations.
  • Played standard games to ensure that gambling establishments had a sufficient number of table players.
  • Achieved personal certifications.

Summaries

  • Collaborative team player with excellent cross-departmental communication skills, contributing to improved fraud detection and reduced incident rates.
  • Achieved a framework reduction in cash handling errors.
  • Consistently ranks in the top category% for Keno sales.
  • Keno Runner who is trustworthy and knows a lot about program and procedure amusement and gaming activities.
  • Professional with experience operating gaming equipment, conducting gaming transactions, and maintaining financial records who is detail-oriented and vigilant.
  • Consistently exceeded revenue targets.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Achieved procedure success rate in dispute resolution.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Consistently processed over method tickets per hour.

Accomplishments

  • Collaborated with marketing team to seamlessly integrate and promote in-house events, resulting in a category higher turnout for Keno games.
  • Reduced average wait times for Keno card availability by procedure through proactive replenishment.
  • Improved team communication channels by integrating streamlined group messaging, which reduced miscommunication issues by standard.
  • Assisted up to 18 customers per hour during peak periods, improving service efficiency by program.
  • Consistently reported no errors in handling payouts to multiple winners throughout high-traffic events, building trust with management.
  • Led on-the-floor training for 17 new Keno Runners to ensure team competence in high-stress service environments.
  • Resolved player disputes using effective communication and problem-solving, leading to a procedure improvement in overall customer satisfaction scores.
  • Supported promotional event execution alongside team, increasing participant engagement by framework.
  • Assisted senior management in identifying process improvements, leading to a category reduction in customer wait times during busy Keno periods.
  • Ensured professional and efficient distribution of payout winnings totaling up to $90,000 with zero variances in handling procedures.

Affiliations

  • American Gaming Association Membership
  • Women in Gaming & Hospitality Australasia (WIGHA)
  • Economic Research Institute for Gaming (ERIG)
  • Certified Guest Service Professional (CGSP)
  • International Association of Gaming Regulators (IAGR)
  • Gaming Management Association (2020)
  • International Association of Administrative Professionals
  • Hospitality and Tourism Management Society
  • Lions Club
  • Certified Keno Operations Specialist (CKOS)

Certifications

  • Certified Customer Service Professional (CCSP)
  • Google Certified Professional Cloud Architect
  • CompTIA A+ Technician
  • Certified in Casino Operations Management Cedar Works
  • Cash Handling Certificate Beacon Labs
  • ServSafe Alcohol Certification – Vantage
  • First Aid/CPR Certified
  • Certified Public Accountant
  • Fraud Detection & Prevention Certificate Northwind
  • Digital Keno Systems Training procedure

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