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Skills

  • Inventory management
  • Customer Satisfaction Enhancement
  • Team management
  • First Aid/CPR
  • Project organization
  • Gaming industry knowledge
  • Supervision
  • Cross-departmental communication
  • Crisis management
  • Dealer Rotation Strategies

Work Experiences

  • Worked with others to brainstorm new program possibilities.
  • Assisted in the creation of initiative procedures.
  • Reorganized the flow to cover each table and moved dealers between games to balance the staffing.
  • Awarded Excellence Award for excellent customer service.
  • Watched gamblers to see if they were marking, switching, or counting cards to see if they were cheating.
  • Closely monitored dealer and cashier performance.
  • Used ServiceNow to compile data gathered from various sources.
  • Achieved a revenue increase of $16.
  • Working with team members and customers to find workable solutions improved operations.
  • Learned team leadership and stakeholder engagement to help with office needs.

Summaries

  • Poker Dual Rate Supervisor with budget management and workflow optimization abilities.
  • Proficient in promoting framework by leveraging cross-functional collaboration and data analysis knowledge.
  • Scrum Master certified
  • Adept at leveraging data and performance metrics to streamline table assignments and optimize dealer rotations, generating a 42% increase in operational efficiency.
  • Achieved a zero-error record in 2016.
  • Accomplished in detecting collusion and fraud.
  • Achieved a 62% improvement in game flow.
  • Make the best schedules and assignments to meet all of the expected demands.
  • Well-coordinated when it comes to managing a diverse workforce and ensuring customer satisfaction.
  • Gaming professional with supervisory experience and a thorough understanding of applicable regulations, operational practices, and common cheating behaviors.

Accomplishments

  • Collaborated on a company-wide initiative to reduce game slowdowns, leading to a 63% decrease in game pauses per two years.
  • Developed and executed strategies to prevent table overflows, resulting in improved operational efficiency by 36% across gaming events.
  • Implemented player engagement strategies that increased repeat play rates by 84% over a 18 months period.
  • Designed proactive supervision strategies for poker games, resulting in a 28% improvement in the accuracy of dealer tips collection.
  • Led the introduction of a new dealer training program, reducing onboarding time by 68% and improving dealer accuracy.
  • Monitored dealer performance metrics and aligned coaching initiatives, increasing adherence to game protection standards by 64%.
  • Consistently contributed to achieving monthly revenue targets by enhancing table efficiency, leading to an overall revenue increase of 60%.
  • Supervised poker room operations during high-stakes tournaments, successfully handling up to 11 concurrent players and tables.
  • Collaborated with the security team to detect and prevent game manipulation, resulting in a 65% reduction in player complaints regarding fairness.
  • Spearheaded a dealer recognition program based on performance metrics, improving morale and reducing attrition rates by 69%.

Affiliations

  • Active member, Global Supervisors Alliance, contributed to inter-team communication guidelines on large-scale casino floors for stress mitigation.
  • Poker Dealer Supervision Workshop participant, completed coursework on issues related to dealer compliance and guest problem management.
  • Certified contributor, Local Poker Dealers Union, guided efforts in ensuring fair work practices while balancing operator profitability.
  • Certified, Poker Tournament Supervision from system, trained in tournament leadership and advanced compliance measures.
  • Member, Casino Risk Management Group (CRMG), developed an understanding of high-risk cash transaction compliance and fraud prevention.
  • Certified in Customer Relationship Management for Casino Operations from Brightline, refined approach toward enhancing guest-player associations within poker rooms.
  • Participant, Casino Employees' Legal Compliance Network, a monthly discussion forum to tackle the latest gambling-related legislative changes.
  • Student member, Responsible Gaming Council (RGC), pursued training on handling distressed or addictive behavior in casino settings.
  • Fellow, International Masters of Gaming Law (IMGL), increased legal literacy for the gaming floor and regulatory compliance.
  • Recognized Dealer Mentor, Casino Human Resources Development Committee, awarded for excellence in dealer training workshops.

Certifications

  • Certified Fraud Examiner (CFE) by Association of Certified Fraud Examiners
  • Supervisory Leadership: Gaming Operations Certificate by Brightline
  • Certified Gaming Professional (CGP) by metric
  • Certified Casino Supervisor (CCS) by International Gaming Institute
  • ServSafe
  • Cisco Certified Network Associate (CCNA)
  • Salesforce
  • Leadership Development Certification by metric
  • Certified Conflict Management Expert for Casino Supervisors by Ironclad Systems
  • Responsible Gaming Certification by the National Center for Responsible Gaming

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