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Skills

  • Casino operations oversight
  • Casino marketing campaign collaboration
  • KPI tracking and goal achievement
  • Operations process automation
  • Complaint resolution with 72% resolution rate
  • Conflict resolution and problem-solving
  • Staff training and mentoring
  • Organization
  • Revenue forecasting
  • First Aid/CPR

Work Experiences

  • Achieved a 63% reduction in unnecessary expenses.
  • Assessed performance through regular KPI reviews.
  • Achieved 50% accuracy.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Explained regulations, policies, and procedures to new hires to ensure that they understood and followed them.
  • Balanced club promotions with daily floor service duties.
  • Achieved results over the past year.
  • Analyzed membership data trends leading to the development and execution of targeted marketing campaigns that boosted member retention by 18%.
  • Collaborated with marketing strategists for a special members-only event, resulting in the largest single-day increase of 15 additional sign-ups.
  • Awarded Employee of the Year in 2023.

Summaries

  • Within Miscellaneous, senior Players Club Supervisor and outstanding performer in risk assessment and budget management.
  • Customer feedback can be used to improve service efforts and maintain quality assurance.
  • Achieved a 49% decrease in complaints.
  • Consistently attained top-tier service ratings.
  • Achieved over 74% in-the-moment issue resolution.
  • Maintaining a strong record of continuing education to stay current with industry trends and developments is essential.
  • Achieved $14 revenue growth.
  • Accomplished leader in casino operations with the ability to train and mentor junior staff, fostering a high-performing team recognized for delivering best-in-class service.
  • Excellent ability to work collaboratively with coworkers to develop event and activity schedules.
  • Adapted to optimize real-time staff allocation.

Accomplishments

  • Facilitated casino loyalty program expansion efforts, enrolling 8 members within three years to achieve 57% growth.
  • Improved member onboarding efficiency by designing a streamlined registration process, reducing wait times by 6 months and enhancing overall member satisfaction.
  • Supported marketing campaigns by ensuring the loyalty program remained attractive to a high-value clientele, boosting revenue growth by 43% year over year.
  • Identified underperforming areas in customer service outreach efforts and implemented corrective actions, improving player engagement by 72% in several months.
  • Introduced a customer satisfaction survey system that enhanced feedback quality, leading to actionable improvements and reducing response times by 75%.
  • Executed monthly performance assessments for the loyalty program, achieving a 31% growth in member retention by tracking key KPIs.
  • Led the implementation of a regulatory compliance audit process, ensuring the club adhered to program gaming regulations with zero violations during 2020 audits.
  • Revised customer service procedures, leading to a 74% decrease in guest complaints over a several months period.
  • Collaborated with casino marketing and IT teams to launch a new online rewards platform, resulting in a 46% increase in monthly digital engagement.
  • Successfully negotiated vendor contracts for loyalty program rewards, securing lower rates and saving 5 while increasing the variety of high-value player incentives.

Affiliations

  • Lions Club
  • Women in Gaming and Hospitality, Mentor Program
  • Institute of Certified Gaming Industry Experts, Honor Society Member
  • Toastmasters
  • Global Gaming Women, Leadership Track Participant
  • Customer Experience Professionals Association (CXPA) Member
  • National Indian Gaming Association, Member Since 2022
  • Society of Incentive Travel Excellence, Member
  • Customer Insight and Loyalty Awards, Judge 2017
  • National Casino Employees Association, Founding Member

Certifications

  • Certified Casino Host (CCH) by Raving
  • CompTIA Security+
  • Certified Business Analysis Professional (CBAP)
  • Certified Casino Supervisor (CCS)
  • Guest Service Gold Certification by American Hotel & Lodging Educational Institute (AHLEI)
  • Certified Guest Service Professional (CGSP) by AHLEI
  • Salesforce
  • Certified Loyalty Marketing Professional (CLMP)
  • Certified Manager of Gaming Operations (CMGO)
  • Certified Specialist of Customer Relations (CSCR) by Lakeside Partners

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