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Skills

  • Communications
  • Dealer error reduction techniques
  • First Aid/CPR
  • Casino pit management
  • Casino surveillance systems Adobe Creative Suite
  • Category equipment
  • Conflict Resolution & De-escalation
  • High-volume table game management
  • Staff mentorship and growth
  • Player dispute resolution

Work Experiences

  • Achieved 64% decrease in unscheduled absenteeism.
  • Transported SAP to three years customer locations.
  • Saved $5 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved a 44% reduction in downtime during peak hours.
  • Achieved results by the end of 2016.
  • Attracted 6 new players.
  • Achieved a 21% reduction in workplace incidents.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved results within several months.
  • Boosted customer satisfaction ratings by 36%.

Summaries

  • Boasted a 68% increase in dealer productivity.
  • Collaborative Games Supervisor with a passion for developing and executing team-building events, resulting in a 23% increase in departmental staff retention from 2018 to 2023.
  • Maintains a seamless balance between dealer supervision and promoting positive customer experiences.
  • Adept at mitigating risk and resolving customer disputes with zero reliance on security interventions for 14 consecutive shifts, resulting in smoother operations and increased satisfaction.
  • Collaborative Games Supervisor.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Boosted team productivity.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Prepare and optimize schedules in order to meet guest expectations.

Accomplishments

  • Facilitated incident report documentation, contributing to a 20% reduction in unresolved safety claims over three years.
  • Enhanced customer experience by integrating real-time multilingual dealer support, increasing customer satisfaction by 29%.
  • Closely monitored player behavior and ensured strict adherence to game rules, resolving 8 major disputes with minimal disruptions.
  • Led post-shift evaluations that boosted employee engagement metrics by 59% and resulted in the identification of key operational improvements.
  • Monitored regulatory compliance trends and adjusted training programs, helping the team pass legal audits with 67% accuracy.
  • Orchestrated strategic changes to table limits during busy hours, leading to a revenue increase of 24% per shift consistently.
  • Implemented enhanced bilingual dealer services targeting international customers, resulting in a 38% increase in foreign-player engagement.
  • Identified and addressed procedural inefficiencies across 13 game stations, decreasing overall department error rates by 39%.
  • Facilitated the training of a new cohort of 11 dealers, reducing onboarding time for new hires by several months.
  • Reduced customer complaints related to game fairness by 19% through consistent enforcement of casino regulations and dealer audits.

Affiliations

  • VIP Guest Relations Leadership Forum - Speaker 2024
  • Casino Dealership Development Program Graduate 2022
  • Gaming Standards Association (GSA) - Annual Participant
  • Sales and Marketing Excellence in Gaming Group (SMEG) - Associate Marketer
  • Marketing and Advertising Professionals (MAP) - Active Collaboration
  • Professional Member of the Nevada Gaming Commission Collaboration Team
  • Global Financial Integrity Council - Member for Cash Handling Best Practices
  • Jaycees
  • Casino and Resort Executive Network (CREN) - Contributor for Employee Retention Strategies
  • Certified Customer Experience Professional Organization (CXPA) - Certification in Progress

Certifications

  • Dealer Process Management Certification, Vantage
  • Certified Customer Experience Professional (CCXP)
  • Online Gaming Program Compliance Professional by International Gaming Institute
  • Apple Certified Associate (ACA)
  • Cross-Functional Casino Leadership Program Certification, Ironclad Systems
  • ServSafe
  • CompTIA A+ Technician
  • Certified Public Accountant
  • Advanced Table Games Management Certification, metric
  • Responsible Gaming Certification Cedar Works

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