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Skills

  • Data-driven decision making
  • Team management
  • Business operations
  • Customer loyalty enhancement
  • Conflict resolution
  • Crisis Management in Gaming Industry
  • Customer service
  • Profitability Maximization Strategy
  • Employee Training & Development
  • Gaming Technology Integration

Work Experiences

  • Consistently exceeded monthly EBITDA targets by 17% through a focus on operational discipline and process efficiencies.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved $18 savings through streamlined financial controls.
  • Achieved $13 growth in average revenue per night.
  • Achieved a 53% decrease in regulatory findings.
  • Looked for industry trends on social media and through online sources.
  • Championed a Slot Machine Replacement initiative.
  • Created and implemented comprehensive safety protocols that reduced workplace injuries by 59%.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved 22% growth in EBITDA.

Summaries

  • Achieved consistent high satisfaction metrics.
  • Accomplished Director of Casino Operations with over 15 years of experience leading successful gaming operations and optimizing casino floor layouts to drive revenue growth and enhance customer satisfaction.
  • A forward-thinking leader with a strategic focus on improving customer service, resulting in consistent high satisfaction metrics and repeat guest engagement.
  • Director of Casino Operations with 11 years of successful process improvement and quality assurance experience.
  • Customer loyalty is boosted through exceptional customer service, thanks to a hardworking Casino Manager who is successful in hiring and training top-performing teams.
  • Collaborated with hotel partners to lower customer acquisition costs by $14 annually through strategic negotiations and service integrations.
  • Achieved 39% decrease in gaming variance through vigilant oversight of daily operations, cash assets, and gaming floor procedures.
  • Collaborated with software vendors.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Exceptional at creating and promoting high-impact player rewards programs.

Accomplishments

  • Created a loyalty program strategy that increased player enrollment by 40% within three years.
  • Negotiated contracts with procedure, lowering annual procurement costs by $14, significantly impacting the bottom line.
  • Hired, trained, and developed a team of 10 new staff members over two years, improving employee retention by 41%.
  • Implemented new regulatory compliance technology, passing standard with zero violations in 2018.
  • Resolved product issue through consumer testing.
  • Collaborated with local law enforcement to improve on-site security, decreasing security incidents by 78% within 18 months.
  • Implemented sophisticated internal controls that reduced casino fraud attempts by 29%.
  • Successfully reduced the average downtime for machines by 31% through efficient maintenance scheduling.
  • Implemented a new HR management system that streamlined workforce payroll processes, reducing payroll errors by 53%.
  • Optimized slot machine revenue through strategic floor planning, boosting play time by 75% and increasing overall win per unit by $13.

Affiliations

  • Women's Leadership Forum - Gaming Sector
  • American Society of Safety Professionals
  • Financial Accountability Professionals in Gaming Industry
  • Hospitality Financial and Technology Professionals (HFTP)
  • Casino Management Association (CMA)
  • American Marketing Association
  • American Gaming Association (AGA)
  • Society of Human Resource Management
  • International Masters of Gaming Law (IMGL)
  • Association of Information Technology Professionals

Certifications

  • Certified Casino Marketing Executive (CCME)
  • Project Management Professional (PMP)
  • Casino Operations and Floor Management Certification from Brightline
  • CompTIA Security+
  • Certified Public Accountant (CPA)
  • Casino Management Certification (CMC) from Brightline
  • Certified Public Accountant
  • Certified Casino Loyalty Program Developer (CCLPD)
  • Cisco Certified Internetwork Expert (CCIE)
  • Risk Management for Gaming Operations Certification

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