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Skills

  • Communications
  • Fraud detection and prevention
  • Player dispute resolution
  • High-Stakes Player Communication
  • Process improvement
  • Risk assessment and management
  • Team building
  • Regulatory compliance
  • Relationship development
  • Dealer Performance Evaluation

Work Experiences

  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Analyzed player behavior data.
  • Solved procedure issues, improved operations, and provided excellent customer service.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Conducted detailed analysis of game performance, resulting in the introduction of Power BI into the rotation, yielding an additional $18 in revenue over one year.
  • Conducted formal reviews of dealer performance.
  • Contributed to a reduction in payroll costs.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Attracted 3 new players.
  • Coordinated with marketing to create targeted promotions that drove a 52% increase in player foot traffic over one year.

Summaries

  • Achieved a 78% improvement in game profitability.
  • Achieved this within one year.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Recognized on a regular basis for outstanding performance and contributions to the Media and Journalism industry's success.
  • Boosted high-stakes gaming revenue by $17.
  • Conducted regular game audits.
  • Adept at preparing performance reports.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Casino Pit Manager with a keen eye for analyzing gaming trends, successfully introducing game formats that increased revenue by $2 over the past year.
  • Casino Pit Manager skilled in fraud prevention, ensuring a 43% reduction in theft incidents by enhancing surveillance coordination.

Accomplishments

  • Streamlined communication between pit managers and upper management, reducing response time to operational issues by 18%, resulting in quicker conflict resolution.
  • Executed promotional events for high-stakes players, generating VIP-level revenue and increasing player retention by 47% over 6 months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised daily operations of 10 table games, ensuring compliance with gaming regulations and maintaining customer satisfaction levels above 82%.
  • Utilized industry-standard CMS software to track table performance, enabling fast identification of underperforming games and leading to a 36% revenue increase in two years.
  • Documented and resolved framework which led to process.
  • Conducted risk assessments and partnered with security teams to minimize fraudulent activities, cutting incidences by 73% in 6 months.
  • Successfully implemented a continuous quality improvement process (CQI) for pit operations, cutting down player disputes by 37% and enhancing operational efficiency.
  • Worked closely with equipment vendors to negotiate favorable rates and service terms, saving 7 in maintenance costs over one year.
  • Directed shift scheduling for over 5 staff members across 9 games, improving workforce efficiency and lowering staffing expenses by 45%.

Affiliations

  • Multistate Regulatory and Compliance Alliance
  • Professional Casino Management Group
  • Freemason
  • American Marketing Association
  • Self-Regulating Casino Operators Association
  • Society of Women Engineers
  • Certified Casino Floor Operations Manager
  • Pit Operations Best Practices Forum
  • Casino and Resort Operators Association
  • Association of Casino Executives

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Casino Executive Management Certification – method
  • Workplace Conflict Resolution Certification – metric
  • Gaming Control and Regulatory Compliance Certification – standard
  • Casino Licensing and Legal Foundations Certification – Massachusetts
  • Cisco Certified Network Associate (CCNA)
  • Gambling Addiction and Responsible Gaming Certification – program
  • Data Analytics for Casino Managers – initiative
  • CompTIA A+ Technician
  • Advanced Training on Dealer Payout Compliance – framework

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