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Skills

  • Card inspection
  • Operational improvement
  • RFI Scanners
  • Audit tracking and discrepancy minimization
  • Fraud prevention and detection
  • Patron relations
  • Communications
  • First Aid/CPR
  • Game record reconciliation through QuickBooks
  • Insurance billing

Work Experiences

  • Learned workflow optimization and performance reporting to help with office needs.
  • Collaborated with marketing to introduce personalized player incentives.
  • Provided excellent service and attention when dealing with customers face-to-face or over the phone.
  • Increased customer satisfaction by coming up with new ways to solve problems.
  • Assisted in adjusting table limits.
  • Achieved a 35% reduction in administrative time.
  • Was in charge of all tasks delegated to me, including cross-functional collaboration and stakeholder engagement.
  • Used SAP to compile data gathered from various sources.
  • Analyzed weekly sales data.
  • Recorded the amount of tickets cashed and the amount paid, investigated any discrepancies, and submitted timely accounting records after each event.

Summaries

  • Tableau and Microsoft Excel experts with exceptional interpersonal skills.
  • Achieved a 25% rise in repeat customers.
  • Achieved this across 18 shifts.
  • Inspection of cards and equipment, seating of patrons, selling gambling chips, tokens, and tickets, and collecting money from dealers are all skills that he possesses.
  • Achieved results over a 11-month period.
  • Action-oriented Keno Writer.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Communicative and team-oriented, with Jira expertise.
  • A results-oriented Keno Writer who specializes in maintaining compliance with gaming regulations while increasing player engagement by 65% in 2016.
  • Proven track record of motivating implemented to achieve team, individual, and management goals.

Accomplishments

  • Developed in-depth training workshops for compliance and fraud detection, improving regulatory adherence across the team by 67%.
  • Supported 3 successful jackpot payouts under a new protocol, reducing claim disputes while improving player satisfaction.
  • Accuracy in daily cash reconciliations achieved with 16% error-free record keeping for over 2019, fostering trust and operational integrity.
  • Advised on strategic adjustments to game payout structures, achieving a balance that boosted player retention by 44%.
  • Managed a high-volume of betting cards during peak hours, maintaining compliance and reducing customer wait times by 7 minutes.
  • Proactively managed player disputes over claim validations, achieving 68% resolution rate with a customer satisfaction focus.
  • Collaborated with cross-functional teams to establish compliance monitoring systems, resulting in a 29% reduction in fraud incidents.
  • Initiated a fraud prevention protocol identifying 5 suspicious transactions, leading to improved security and reduced financial losses.
  • Reduced operational downtime of the Keno system by monitoring and reporting on frequent technical issues, decreasing critical incidents by 78%.
  • Enhanced customer experience by resolving 72% of betting disputes on the spot, minimizing interruptions to game flow.

Affiliations

  • Mentor, Gaming Operations Team, Chicago, 2018
  • Intern, Casino Financial Operations, Ironclad Systems, 2021
  • Member, International Gaming & Wagering Business Association, 2024-Present
  • Co-Chair, Cash Handling Best Practices Roundtable, Phoenix, 2019
  • Certification, Anti-Fraud Measures in Gaming, Ironclad Systems, 2019
  • Attendee, Annual National Gambling Control Conference, 2023
  • Member, National Council of Problem Gambling, 2019-Present
  • Certified, Audit & Reconciliation for Casinos & Lotteries, Summit Group, 2020
  • Completed, Intermediate Cash Handling Training Program, 2021
  • Certified, Advanced Keno Operations & Compliance, ITIL, 2020

Certifications

  • Project Management Professional (PMP)
  • Data Privacy and Protection Certification - category
  • Certified Casino Surveillance Professional (CCSP) Lakeside Partners
  • Apple Certified Associate (ACA)
  • Certified Gaming Supervisor (CGS) - method
  • Customer Service Excellence Program Certification - system
  • Certified Casino Surveillance Auditor - process
  • Gaming Mathematics and Probability Certification - metric
  • Certified Cash Handling Professional - framework
  • Gaming Technology Systems Certification - metric

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