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Skills

  • Loyalty program development
  • Player engagement strategies
  • Method equipment
  • Automated table seating software proficiency (e.g., Workday)
  • Team management
  • Gaming industry compliance auditing
  • Analytical problem-solving abilities
  • New hire training and onboarding
  • Budgets
  • Employee scheduling and workforce management

Work Experiences

  • Coordinated poker room promotions and special events, resulting in 6 increase in revenue during standard.
  • Achieved minimal escalations within several months.
  • Collaborated with marketing departments.
  • Contributed to a 18 increase in weekend profits.
  • Broke attendance records.
  • Achieved results within several months.
  • Achieved a 4% boost in poker room revenue.
  • Looked for industry trends on social media and through online sources.
  • Had an excellent attendance record and was always on time for work.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Consistently improved customer satisfaction.
  • Achieved a 7% boost in player loyalty.
  • Delivered record-breaking attendance.
  • Adapted swiftly to high-pressure environments.
  • Accomplished in leveraging data analytics to optimize staff scheduling, increasing customer satisfaction by 56% during peak hours and reducing table wait times by 49%.
  • Achieved 75% efficiency improvement among dealers.
  • Adept at organizing 4-player tournaments, delivering record-breaking attendance and total tournament fees of 8.
  • Commended for leadership excellence with a flair for balancing team morale, customer satisfaction, and operational targets; recipient of Outstanding Service Award for consistent team achievements.
  • Poker Room Shift Manager with 8 years of successful team leadership and budget management experience.
  • Dedicated to implementing new technologies.

Accomplishments

  • Reduced player disputes by 54% by implementing a more efficient resolution protocol, enhancing player satisfaction and reducing operational downtime.
  • Scheduled recurring maintenance with equipment vendors, reducing table breakdowns by 62% and enhancing player experience.
  • Identified high-spending players and tailored offerings which led to an upward shift of 26% in the average player spend across the past year.
  • Implemented fraud prevention strategies, resulting in a 9 reduction in revenue loss over 18 months.
  • Improved overall shift communication by leading team meetings, resulting in a 44% decrease in player-to-staff misunderstandings.
  • Adopted new gaming software, reducing manual errors by 18% and enhancing reporting capabilities vital for compliance audits.
  • Conducted inventory audits of poker room supplies, lowering shrinkage rate by 58% and ensuring compliance with property-wide standards.
  • Collaborated with team of 14 in the development of procedure.
  • Led a poker room renovation project that increased foot traffic by 65% and drove higher occupancy rates during peak hours.
  • Implemented a structured incident reporting system, increasing documentation accuracy by 17% and improving compliance with gaming regulations.

Affiliations

  • Economic Gaming and Development Research Alliance (EGDRA) – Member
  • Hotel & Casino Marketing Society (HCMS) – Partnership Advisor
  • International Gaming Institute (IGI) – Certificate in Casino Operations Leadership
  • National Association of Social Workers
  • Certified Gaming Professional (CGP) – Earned in 2024
  • Gaming & Leisure Community – Regular Attendee of Leadership Roundtables
  • Society of Human Resource Management
  • Lions Club
  • Gaming Industry Leadership Council (GILC) – Poker Room Representation
  • Casino Jobs and Career Network (CJCN) – Professional Networking Group

Certifications

  • Public Speaking for Executives Certificate - Northwind
  • SHRM Certified Professional (SHRM-CP)
  • Certified Poker Room Manager (CPRM) - Meridian
  • Certified Leadership Trainer - Meridian
  • Licensed Gaming Manager - Washington
  • Certified in Business Strategy Planning - Beacon Labs
  • Project Management Professional (PMP)
  • Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA)
  • Certified Internal Auditor (CIA) - category
  • Apple Certified Associate (ACA)

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