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Skills

  • First Aid/CPR
  • Process improvement
  • Customer satisfaction improvement
  • Supervision
  • Employee mentoring and development
  • Communications
  • Relationship building with internal and external teams
  • Organization
  • Financial reconciliation and reporting
  • Business operations

Work Experiences

  • Had an excellent attendance record and was always on time for work.
  • Collaborated with the marketing team to drive increases in VIP player retention by 70% through personalized pit management adjustments.
  • Controlled pit operation budgets, maintaining expenses under $15 over 10 fiscal years while ensuring the highest quality of service.
  • Closely tracked and analyzed game patterns to reallocate manpower during peak periods, enhancing productivity by 68%.
  • Controlled pit operation budgets.
  • Observed gamblers on the floor in order to identify cheaters by observing behaviors such as card counting and marking.
  • Developed and executed retention strategies that increased the average player spend by $11 per session.
  • Collaborated with the marketing team.
  • Answered 16 calls per two years to help customers with their questions and concerns.
  • Acted as liaison between dealers and executives to relay feedback, resulting in company-wide changes that improved dealer satisfaction by 17%.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achievements include reducing suspicious activities by 53% through the development of new gaming security protocols in 2020.
  • Close partnership with security teams led to the early identification and prevention of 18 potential threats, securing assets worth $9.
  • Achieved this over 12 fiscal cycles.
  • Achieved 22% increase in VIP retention.
  • Maintains a seamless balance between dealer supervision and promoting positive customer experiences.
  • Pit Supervisor expert with Miscellaneous experience of 13 years.
  • Achieved Innovation Award for exceptional leadership by improving pit team collaboration and increasing operational efficiency by 20%.
  • Collaborative Pit Supervisor with a passion for team development and success, empowering staff to exceed performance targets by up to 48%.
  • Adept at refining workplace processes, achieving key operational milestones and improving table game revenues by $7 per month.

Accomplishments

  • Increased cross-functional collaboration between pit operations and floor management, leading to a 69% increase in operational efficiency over a one year.
  • Resolved product issue through consumer testing.
  • Trained new and existing employees in SAP workflows, enhancing accuracy in game reporting by 77%.
  • Acted as the primary point of contact between pit teams and upper management, relaying key concerns which contributed to a 68% increase in strategic alignment.
  • Streamlined dealer shift transitions and break times through careful planning and scheduling, increasing dealer focus and productivity by 68%.
  • Led and supervised a team of 12 dealers, consistently developing their skills through personalized coaching, which increased customer satisfaction by 47%.
  • Collaborated with marketing and VIP teams to tailor exclusive player services, resulting in 14% growth in high-value customer retention.
  • Introduced a new dealer incentive program that drove a 68% increase in team engagement and table game efficiency within the past year.
  • Proactively monitored compliance on dealer cash handling, helping to identify potential risks and reduce cash discrepancies by $9 within one year.
  • Performed dealer performance assessments regularly, helping 9 employees address skill gaps, which led to a 85% improvement in overall table handling efficiency.

Affiliations

  • Pit Supervisors of America (PSA)
  • National Indian Gaming Association (NIGA)
  • Hospitality Financial & Technology Professionals (HFTP) - Gaming Division
  • Institute of Gaming and Hospitality Excellence
  • National Casino Operations Association
  • VIP Guest Experience Professionals Association
  • Leadership in Gaming & Hospitality Network
  • North American Association of Casino Executives
  • Casino Operations Optimizers Network
  • International Association of Gaming Advisors (IAGA)

Certifications

  • Certified Internal Auditor (CIA) - Internal Auditors Association
  • Salesforce
  • ServSafe
  • Cisco Certified Internetwork Expert (CCIE)
  • Certificate in Budget and Finance Management for Gaming Operations - Summit Group
  • Certification in Conflict Resolution – procedure
  • CompTIA Network+
  • Certified Gaming Machine Supervisor (CGMS) - process
  • Occupational Safety and Health (OSH) Certification in Gaming - Austin
  • Microsoft Certified Systems Engineer (MCSE)

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