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Skills

  • Public speaking
  • Operational improvement
  • Project management
  • Client assessment and analysis
  • Business operations
  • Team management
  • Document scanning
  • Materials preparation
  • Risk management processes and analysis
  • Powerful negotiator

Work Experiences

  • Created multi-threaded admin web applications based on category.
  • Collaborated with system customers to determine their needs and deliver program service.
  • Achieved a 29% reduction in incidents.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals.
  • Answered 17 calls per several months to help customers with their questions and concerns.
  • Achieved a 52% decrease in internal theft.
  • Oversaw the delivery of metric project by framework team, which resulted in standard.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Championed customer service standards through continuous coaching, achieving top customer satisfaction scores at 26%.

Summaries

  • Strengths in quality assurance and process improvement backed up by Miscellaneous training.
  • Top-producing salesperson and industry expert in Miscellaneous.
  • Customer-focused Sales Representative with 5 years of experience solving problems for clients.
  • Composed weekly reports.
  • Dynamic communicator who consistently outperforms company goals and expectations.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Collaborated closely with floor staff.
  • Within Miscellaneous, senior Pit Manager and outstanding performer in stakeholder engagement and quality assurance.
  • Adept in negotiating with gaming vendors.
  • Conducted compliance training.

Accomplishments

  • Achieved a 74% reduction in operating costs by streamlining internal pit operations and reducing unnecessary expenditures.
  • Successfully launched and managed high-profile casino events including tournaments, resulting in over 6 new VIP customer signups.
  • Trained new hires and improved training methods for 12 casino personnel, which led to a 49% increase in retention over 2020.
  • Led pit-level marketing efforts that resulted in a 17% increase in visitors during low-traffic periods through targeted promotions.
  • Introduced an in-house staff certification program, improving cross-functional team skills and achieving OSHA for 68% of the team.
  • Utilized industry analytics to adjust pit floor layouts, resulting in a 64% increase in foot traffic and game participation.
  • Standardized dealer rotation schedules across 5 gaming tables, improving game flow and reducing table wait time by 17%.
  • Led a team responsible for managing live gaming tables, exceeding revenue targets by 31% during high-traffic periods.
  • Developed a performance evaluation system for dealers, increasing overall table efficiency by 26%.
  • Championed compliance with all gaming regulations and internal policies, resulting in 41% fewer regulatory compliance issues.

Affiliations

  • State Gaming Association Chicago
  • Certified Professional Compliance Officer CPA
  • World Game Protection Conference
  • Gaming Law & Regulation Certification Program 2020
  • Pit Boss Leadership Development Program 2015
  • Gaming Security Industry Association
  • Toastmasters
  • American Society of Safety Professionals
  • Casino Managers Training Consortium
  • Society of Women Engineers

Certifications

  • Gaming Management and Leadership Executive Program – category
  • Certified Public Accountant (CPA)
  • Certified Public Accountant
  • Certified Protection Officer (CPO)
  • Leadership and Team Building in Casino Environments – initiative
  • Customer Service for VIP Gaming Clients – metric
  • Problem Gambling Prevention Certification – initiative
  • Certified Table Games Manager – framework
  • Negotiation Strategies for Gaming Professionals – 2022
  • Gaming Protection and Integrity Certification – framework

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