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Skills

  • Slot machine operations
  • Continuous improvement methodologies
  • POS System proficiency
  • MS Office
  • Client Retention Strategies
  • Betting terminal software knowledge
  • Adaptability in fluctuating environments
  • Project organization
  • Customer service management
  • Cash Handling

Work Experiences

  • Contributed to method improving internal audit procedures through enhanced transaction recording, reducing errors by 39%.
  • Balanced high-stress environments during peak hours, consistently serving 16 customers with minimal error rates.
  • Assisted management in conducting financial audits.
  • Balanced accounts with zero loss.
  • Accurately recorded all betting transactions.
  • Boosted customer satisfaction by 47%.
  • Transported Adobe Creative Suite to 18 months customer locations.
  • Counted drawers quickly and accurately at the start and end of each shift.
  • Answered 6 calls per 18 months to help customers with their questions and concerns.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Contributed to a 79% customer satisfaction rate.
  • Mutuel Teller with 11 years of successful vendor management and risk assessment experience.
  • Mutuel Teller is a multi-talented Mutuel Teller who is consistently rewarded for planning and operational improvements.
  • Consistent performer skilled in maintaining up-to-date knowledge of program.
  • Conducted accurate end-of-month financial audits.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Skilled in the upkeep and operation of slot machines and other gaming equipment on the floor.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Customer-focused professional with a track record of streamlining processes, reducing customer wait times, and improving workflow during peak betting periods.

Accomplishments

  • Conducted security training sessions that improved team awareness of counterfeit detection, reducing overall fraud attempts by 69%.
  • Optimized transaction times by recalibrating betting terminal settings, reducing average processing time by 26% seconds.
  • Handled complex betting disputes between customers with diplomacy, resulting in a resolution rate of 84% without manager involvement.
  • Consistently achieved 24% accuracy rate when processing winning tickets, contributing to positive customer experiences.
  • Collaborated with a team of 11 to roll out a repositioning campaign that resulted in a 23% boost in participant engagement.
  • Increased customer retention by 26% through personalized service and addressing individual wagering concerns.
  • Increased betting slip sales by 75% during promotional events, directly resulting in increased company revenue.
  • Implemented conflict-resolution techniques to de-escalate disputes, successfully maintaining a customer satisfaction rate of 26%.
  • Reduced operational inefficiencies by 75% through accurate reporting and collaborative auditing with management.
  • Collaborated with team of 8 in the development of metric.

Affiliations

  • American Society of Safety Professionals
  • Rotary International
  • Participated in a course from the National Retail Federation (NRF) focusing on high-stress retail environments and customer service.
  • Society of Human Resource Management
  • Association for Supply Chain Management (APICS)
  • Certified through the Anti-Money Laundering Association (AMLA) to ensure compliance with anti-fraud regulations.
  • Freemason
  • Certified through the Professional Risk Managers' International Association (PRMIA) for effective risk assessment and management in financial transactions.
  • Certified trainer through the American Society of Trainers and Development (ASTD) for new hire training in retail and customer service.
  • Active attendee at International Association of Gaming Advisors (IAGA) conferences to stay versed in regulations affecting the mutuel betting industry.

Certifications

  • Certified Gaming Practitioner (CGP)
  • Project Management Professional (PMP)
  • Certification in Cash Handling and Management
  • Microsoft Certified Systems Engineer (MCSE)
  • Sales and Cross-Selling Certification for Casinos
  • CompTIA A+ Technician
  • Certified Casino Marketing Specialist
  • CompTIA Security+
  • Certified Customer Service & Complaint Resolution Specialist
  • AML (Anti-Money Laundering) Fundamentals for Gaming Industry

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