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Skills

  • Inventory cost management
  • Marketing and Promotions Collaboration
  • Cross-functional team leadership
  • Risk and fraud prevention
  • Budgets
  • Data-driven decision making
  • Process improvement
  • Dispute resolution between players and staff
  • Supervision
  • Casino regulatory compliance

Work Experiences

  • Achieved a 52% reduction in reported injuries.
  • Collaborated with program customers to determine their needs and deliver framework service.
  • Saved $7 by putting in place cost-cutting measures that addressed long-standing issues.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Conducted competitive analysis of nearby casinos.
  • Collaborated with security teams.
  • Continually improved guest services by closely monitoring feedback and creating new player engagement tactics that led to a 50% increase in satisfaction.
  • Used standardized procedures to efficiently manage accurate money transfers and protect transactions.
  • Improved the game's control systems and monitoring procedures to ensure that it met metric standards.
  • Boosted satisfaction by 34%.

Summaries

  • Boosted repeat business within three years.
  • Keep an eye on floor operations to reduce house losses and increase security.
  • Consistently delivers high-impact training, leading to a 35% uplift in staff performance and contributing to award-winning customer service.
  • Accomplished in cross-functional leadership.
  • Gaming Manager with 11 years of experience in casino security and gaming management.
  • Accomplished in cross-functional leadership, reducing downtime in game software implementation by 49% through close collaboration with IT and operations teams.
  • Contributed to Innovation Award recognition for exemplary service.
  • Adept at optimizing staff schedules.
  • Expert at coordinating money transfers, paperwork, and reports to ensure that operations are fully compliant.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Introduced new table layouts and optimized staffing protocols to increase revenue per square foot by $7 in 2017.
  • Collaborated with gaming regulators to ensure compliance with industry standards, maintaining a 18% clean compliance record over 2024.
  • Guided team leaders to implement performance-focused appraisals, which increased overall team productivity by 68% in 2021.
  • Led a multinational online gaming rollout project across 5 countries, delivering the project within $87,000 and standard.
  • Championed a renewed customer service training initiative that improved casino guest satisfaction scores by 16% within 6 months.
  • Oversaw cash handling processes across all gaming areas, reducing financial shrinkage by $18.
  • Managed interdepartmental communication and solved critical operational barriers, leading to a 60% improvement in team morale and cooperation.
  • Directed VIP player engagement initiatives that led to a 61% increase in high-stakes player participation and loyalty.
  • Designed and implemented a staff development program, decreasing employee turnover by 51% in 2021, positively impacting customer service in high-traffic areas.
  • Documented and resolved procedure which led to metric.

Affiliations

  • Continuing Education in Hospitality Management 2020
  • American Gaming Association (AGA)
  • Advances in Casino Security Conference 2016
  • Customer Relationship Management in Gaming Training Microsoft Excel
  • Tribal Gaming Association
  • International Master’s of Gaming Law (IMGL) Member
  • Association for Supply Chain Management (APICS)
  • Team Leader & Management Development Program 2023
  • Society of Human Resource Management
  • Casino Operations Innovators Conference Attendee

Certifications

  • Compliance and Regulatory Certification in Gaming - standard
  • Certified Responsible Gaming Advisor (CRGA) - standard
  • ServSafe
  • Commercial Gaming Management Certification - process
  • Customer Service Excellence in Gaming Certification - metric
  • Anti-Money Laundering (AML) Compliance Certification - system
  • National Gaming Executive Management Certification (NGEM) - metric
  • Advanced Leadership in Casino Operations - framework
  • Salesforce
  • Google Certified Professional Cloud Architect

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