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Skills

  • Employee training and development
  • MS Office
  • Customer behavior analytics
  • Event and High-Stakes Game Planning
  • Conflict resolution and mediation
  • Guest retention strategies
  • Patron Safety and Risk Mitigation
  • First Aid/CPR
  • Casino Revenue Growth Initiatives
  • Audit Coordination and Collaboration

Work Experiences

  • Championed a customer loyalty initiative that improved VIP participation by 8% leading to increased gaming revenue.
  • Collaborated with marketing teams.
  • Achieved zero violations during 2019 audit.
  • Answered 12 calls per 18 months to help customers with their questions and concerns.
  • Observed gamblers on the floor in order to identify cheaters by observing behaviors such as card counting and marking.
  • Increased customer loyalty by providing consistent gaming standards and closely monitoring dealers.
  • Contributed to 65% higher returns.
  • Contributed to 29% improvement in dealer focus.
  • Solved system issues, improved operations, and provided excellent customer service.
  • Awarded Innovation Award for outstanding leadership.

Summaries

  • Clear understanding of risk assessment and budget management as well as workflow optimization training.
  • Collaborated with managers to maximize efficiency.
  • Boosted employee productivity by 72%.
  • Committed Gaming Supervisor with a deep understanding of VIP client needs.
  • Boosted revenue by 84%.
  • Conducted close gaming surveillance.
  • Committed to operational excellence.
  • Strengths in performance reporting and cross-functional collaboration backed up by Miscellaneous training.
  • Gaming Supervisor with 5 years of successful quality assurance and budget management experience.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.

Accomplishments

  • Tracked, reported, and analyzed trends in customer behavior using Tableau, which drove targeted marketing strategies and improved overall player engagement.
  • Supervised a team of 13 gaming professionals to ensure smooth daily operations across gaming floors, achieving a 23% improvement in efficiency.
  • Collaborated with marketing and events teams to execute high-traffic casino events, resulting in an increase of 83% in footfall and 83% in spend-per-customer.
  • Guided performance-driven changes based on player feedback analytics, leading to a 83% improvement in customer satisfaction over 18 months.
  • Implemented a proactive staffing schedule based on forecasted player traffic, reducing labor costs by 46% without compromising service quality.
  • Developed and streamlined communication between gaming staff and pit management, enhancing operational response time by 31% during peak periods.
  • Reduced table-game disputes by 29% by rapidly resolving player issues and maintaining a strong floor presence.
  • Trained new dealers on casino gaming procedures, contributing to a Employee of the Year for exceptional service standards in 2017.
  • Documented and resolved initiative which led to process.
  • Proactively identified potential rule violations, collaborating with security to reduce ethical breaches on gaming floors by 27%.

Affiliations

  • Gaming Laboratories International (GLI)
  • Responsible Gaming Council
  • Association for Computing Machinery
  • International Masters of Gaming Law (IMGL)
  • Gaming Inspection and Coordination Bureau
  • Rotary International
  • Gaming & Leisure Association
  • National Indian Gaming Association (NIGA)
  • Lions Club
  • American Marketing Association

Certifications

  • Certified Risk Professional with Specialization in Gaming
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Casino Marketing and Promotions Certification
  • Gaming Compliance and Law Certificate
  • AML (Anti-Money Laundering) Compliance Certification for Gaming Professionals
  • Team Leadership in High-Traffic Casino Environments
  • Gaming Management Certificate - program
  • Certified Public Accountant
  • CompTIA Network+
  • Google Certified Professional Cloud Architect

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