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Skills

  • High-Accuracy Financial Reconciling
  • Collaboration with floor managers
  • Crisis management and problem-solving
  • Staff Performance Auditing
  • Security Risk Analysis (e.g., collusion, card counting)
  • Staff training and development
  • Internal Compliance Enforcement
  • Business operations
  • Communication with Management and Regulatory Bodies
  • Mentorship in Casino Environment

Work Experiences

  • Conducted audits throughout one year.
  • Conducted quarterly review meetings.
  • Achieved Top Performer for excellent service.
  • Achieved Top Performer for reducing dealer turnover by 61% through active training, mentoring, and engagement initiatives.
  • Boosted table efficiency by 58%.
  • Achieved zero discrepancies for 12 consecutive months.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Avoided sanctions.
  • Collaborated with floor managers.
  • Cut dealer errors by 58%.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Conducted meticulous shift audits.
  • Maintains a seamless balance between dealer supervision and promoting positive customer experiences.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Collaborated with regulatory bodies.
  • Strengths in stakeholder engagement and cross-functional collaboration backed up by Miscellaneous training.
  • Consistent staff supervision.
  • Expert at coordinating money transfers, paperwork, and reports to ensure that operations are fully compliant.
  • Accurately reduced financial errors by 21%.
  • Achieved measurable success in dealer training initiatives.

Accomplishments

  • Influenced a 16% increase in table occupancy rates by refining dealer workflow and customer interaction protocols during peak hours.
  • Implemented a crisis management protocol during high-stress gaming periods, cutting conflict resolution times by 23%.
  • Successfully maintained a 32% team satisfaction rate through strategic coaching sessions and performance-driven feedback methodology.
  • Analyzed and revised dealer incentive programs, resulting in a 59% increase in overall upsell rates within the past year.
  • Designed comprehensive game-floor training programs, reducing new dealer onboarding time by the past year, boosting efficiency across the team.
  • Collaborated with team of 4 in the development of framework.
  • Leveraged advanced conflict resolution skills to deescalate player disputes, maintaining customer satisfaction rates above 28%, while ensuring game rules compliance.
  • Coordinated training sessions for new dealers, resulting in a 55% improvement in their handling of both high-stakes and standard games.
  • Designed and launched onboarding modules for dealers, resulting in a significant reduction of team turnover, improving retention by 17% within 2022.
  • Monitored on-floor dealer and game performance in real-time, delivering feedback that reduced game-related errors by 19% across 18 months.

Affiliations

  • American Society of Safety Professionals
  • National Association of Social Workers
  • Member, Tribal Gaming Protection Network
  • Lions Club
  • Society for Casino Operations Excellence
  • Las Vegas Casino Operations Leadership Council
  • Affiliate, Responsible Gambling Council (Columbus)
  • Casino Compliance and Regulation Forum
  • Freemason
  • International Association of Gaming Advisors (IAGA)

Certifications

  • Project Management Professional (PMP)
  • Certified Fraud Examiner (CFE) framework
  • Certified Casino Supervisor (CCS) - program
  • Security Risk Assessment Certification, program
  • Certified Public Accountant
  • Advanced AML Compliance Officer Certification - initiative
  • Certified Gaming Professional (CGP) - initiative
  • Certified Internal Auditor (CIA) - initiative
  • Casino Management Certification - standard
  • Certified Public Accountant (CPA)

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