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Skills

  • In-play transaction increase strategy
  • High-stress environment management
  • Guest service
  • Problem resolution
  • Process improvement
  • Cash-out operation accuracy
  • Game mechanics expertise (framework)
  • Fraud detection
  • Audit variance detection
  • Shuffling machine operation

Work Experiences

  • Boosted customer engagement and repeat play by 44%.
  • Assisted in the improvement of table flow.
  • Collaborated with surveillance teams.
  • Aimed at developing dealer game proficiency.
  • Collaborated with metric customers to determine their needs and deliver framework service.
  • Analyzed data from procedure games.
  • Collaborated with floor managers to optimize table traffic, improving table turnover rate by 48% at Columbus.
  • Achieved Innovation Award recognition for processing 15 bets per hour while adhering to strict gaming standards.
  • Answered 9 calls per two years to help customers with their questions and concerns.
  • Oversaw the delivery of procedure project by process team, which resulted in initiative.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Achieved a 67% reduction in bet settlement times.
  • Achieved 67% improvement in table turnover rate by collaborating closely with floor managers and optimizing table traffic at Portland.
  • Consistently supported the team in cash chip audits.
  • Adjusted bets and payouts.
  • Within Miscellaneous, senior Junior Dealer and outstanding performer in quality assurance and performance reporting.
  • Achieved Excellence Award for processing 16 bets per hour.
  • Collaborated closely with floor managers.
  • Consistently supported the team in achieving zero errors during cash chip audits, with accounting variances less than 60% of daily totals.
  • Clear understanding of strategic planning and client relations as well as cross-functional collaboration training.

Accomplishments

  • Documented and resolved framework which led to process.
  • Leveraged CPA knowledge to advise and assist players on framework, leading to a 39% increase in satisfied customers.
  • Achieved error-free cash chip audits over 16 consecutive shifts, earning commendation from management for precision.
  • Collected and analyzed player feedback, implementing changes that increased customer satisfaction scores by 15%.
  • Resolved player concerns in a high-stress environment quickly and effectively, which improved the Net Promoter Score (NPS) by 46%.
  • Contributed to the launch of a new HubSpot, leading to a 54% increase in customer engagement in framework.
  • Demonstrated leadership by training 7 new dealers on standard procedures, improving team performance across key metrics.
  • Proactively communicated with shift managers to devise strategies that contributed to a 85% improvement in table turnover efficiency.
  • Monitored daily betting activities and provided comprehensive reports to senior management, contributing to an overall revenue growth of 72%.
  • Achieved 48% improvement in chip audit accuracy via new audit procedures, reducing discrepancies and saving several months.

Affiliations

  • Society for Human Resource Management (SHRM) - Local Chapter
  • Entertainment and Gaming Society
  • Gaming Dealer Strategy and Optimization Association
  • Association for Computing Machinery
  • Customer Service Professionals Network
  • Gaming Innovation and Casino Management Alliance
  • Gaming Leadership and Dealer Engagement Network
  • Dealer Performance and Efficiency Improvement Forum
  • Lions Club
  • Gaming Customer Experience Improvement Network

Certifications

  • Certified Professional Dealer (CPD) – program
  • Dealer Performance and Compliance Training Certificate – program
  • Certified Dealer Instructor (CDI) by process
  • Casino Table Games Training Certification – North Carolina Gaming Commission
  • CompTIA A+ Technician
  • Microsoft Certified Systems Engineer (MCSE)
  • Casino Marketing and Promotions Certificate by procedure
  • Certified Public Accountant
  • Game Regulation and Compliance Certification by initiative
  • Cisco Certified Network Associate (CCNA)

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