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Skills

  • Relationship development
  • Conflict resolution
  • Continuous improvement in employee performance
  • Problem resolution
  • Inventory management for poker rooms
  • Time management
  • Communications
  • Player retention strategies
  • Budgets
  • Cross-department collaboration

Work Experiences

  • Conducted detailed audits of tipping policies.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Decreased average customer wait times by 51% seconds.
  • Analyzed player behavior data to identify trends in game preferences, leading to a 31% increase in returning customers.
  • Collaborated with system customers to determine their needs and deliver method service.
  • Championed the adoption of responsible gaming protocols, minimizing player issues and earning PMP.
  • Boosted event revenue by $7.
  • Achieved targeted revenue growth.
  • Solved standard issues, improved operations, and provided excellent customer service.
  • Had an excellent attendance record and was always on time for work.

Summaries

  • Achieved 29% reduction in violations.
  • Gaming professional with a strong leadership background and a thorough understanding of related laws, best practices, and unauthorized behavior.
  • Conducted performance evaluations.
  • Achieved operational efficiency.
  • Boosted overall customer satisfaction.
  • Achieved 38% fewer customer complaints.
  • Poker Shift Manager expert with Miscellaneous experience of 3 years.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved operational efficiency through custom dealer performance programs, based on customer feedback, with demonstrated improvements in service evaluation by 27%
  • Contributed to an impeccable compliance record.

Accomplishments

  • Successfully trained new poker shift supervisors on gaming regulations, conflict resolution, and cash-handling protocols, improving operational efficiency by 28%.
  • Worked with security and surveillance teams to address player behavioral concerns, enhancing overall table safety and player trust.
  • Coordinated with human resources to build and implement training modules focused on gaming compliance, resulting in 2 certified employees.
  • Facilitated shift turnover meetings that led to a 18% reduction in operational disruptions and improved shift-to-shift communication.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Enhanced player loyalty by introducing dedicated customer feedback channels, improving customer retention rate by 23% % within 6 months.
  • Trained a team of 10 employees in on-the-job conflict resolution, reducing player dispute escalations by 38%.
  • Documented and resolved metric which led to framework.
  • Enhanced customer retention strategies that resulted in a 85% year-on-year increase in repeat players.
  • Developed and implemented a recognition program for poker dealers, leading to a 16% increase in employee engagement and morale.

Affiliations

  • Lions Club
  • Project Management Institute
  • Casino Compliance Network Certified Member
  • Certified Expert in Table Game Operations from Cedar Works
  • Association for Computing Machinery
  • American Marketing Association
  • Certified Trainer for Casino and Gaming Staff from Meridian
  • Society of Human Resource Management
  • Casino Management Association
  • Jaycees

Certifications

  • CompTIA A+ Technician
  • Google Certified Professional Cloud Architect
  • Certified Conflict Manager for Hospitality Industry (CCMHI)
  • Responsible Gaming Certification from standard
  • CompTIA Security+
  • Certified Corporate Security Specialist (CCSS)
  • Dispute Mediation Specialist Certification process
  • Project Management Professional (PMP)
  • Table Game Operations Management Certification by process
  • Certified Compliance Professional (CCP)

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