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Skills

  • Business operations
  • Poker tournament management
  • Supervision
  • Stakeholder collaboration
  • Performance Tracking and Reporting
  • Process automation for tournament scheduling
  • Player experience enhancement
  • Project organization
  • Fast-paced decision-making
  • Customer satisfaction strategy

Work Experiences

  • Assessed cash transactions.
  • Achieved 21% faster game turnover.
  • Arranged special poker events.
  • Increased customer loyalty by providing consistent gaming standards and closely monitoring dealers.
  • Answered 5 calls per two years to help customers with their questions and concerns.
  • Consistently hit operational targets.
  • Met coverage demands by reorganizing strategies and moving dealers around to meet current needs.
  • Adhered rigorously to accounting standards.
  • Collaborated with the surveillance team to identify and report suspicious behavior, saving the casino from potential losses of up to $2 through early intervention.
  • Aligned procedures with new casino regulations.

Summaries

  • Adept at reducing discrepancies in gaming transactions.
  • Committed to fostering a top-tier guest experience.
  • Addressed areas of improvement.
  • Poker Supervisor expert with Miscellaneous experience of 10 years.
  • Prepare and optimize schedules in order to meet guest expectations.
  • Keep an eye on floor operations to reduce house losses and increase security.
  • Customer-driven Poker Supervisor, proficient in enhancing poker room setups to maximize table game revenue by 82% based on demand analysis.
  • Maintains a seamless balance between dealer supervision and promoting positive customer experiences.
  • Poker Supervisor is a multi-talented Poker Supervisor who is consistently rewarded for planning and operational improvements.
  • Within Miscellaneous, senior Poker Supervisor and outstanding performer in team leadership and vendor management.

Accomplishments

  • Collaborated closely with VIP hosts to manage high-stakes clients, improving satisfaction and increasing player retention by 83%.
  • Trained and supervised over 7 poker dealers, ensuring compliance with category gaming regulations and reducing rule violations by 28%.
  • Incorporated real-time data tracking to monitor game performance, increasing overall customer satisfaction by 56%.
  • Prepared end-of-day financial reports, ensuring accurate payouts and preventing discrepancies in prize pool distribution for an average of 9 tournaments daily.
  • Designed incentive structures for poker room dealers to boost engagement, resulting in a 32% increase in dealer productivity.
  • Implemented a standardized player dispute resolution strategy, reducing complaints by 74% and boosting player retention rates.
  • Analyzed live game data to optimize table allocation, increasing game turnover rate by 62%.
  • Revised guest service policies for poker dealers, leading to a measurable improvement in player satisfaction scores by 43%.
  • Facilitated daily briefings with staff to discuss poker room performance, achieving 77% improvements in table efficiency.
  • Developed and enforced compliance training for dealers and pit staff to align with local gaming regulations, achieving a 35% reduction in regulatory violations.

Affiliations

  • Casino Operations Management Institute
  • National Licensed Poker Operators Association
  • PokerStars Live Events Network Member
  • Global Gaming Expo (G2E) Attendee
  • Women in Gaming International
  • Association of Gaming Equipment Manufacturers (AGEM)
  • Attendee of Casino Operations & Security Summit 2015
  • Society of Women Engineers
  • Association for Computing Machinery
  • Certified Advanced Poker Dealer Instructor from program

Certifications

  • Customer Relationship Management Certification in Hospitality – Lakeside Partners, 2022
  • ServSafe
  • Cisco Certified Internetwork Expert (CCIE)
  • Casino Credit and Marker Compliance Certification – process, 2016
  • Certified Public Accountant
  • CompTIA Security+
  • Salesforce
  • Certified Gaming Professional (CGP) – process, 2022
  • Crisis Management Certification – system or Atlanta, 2018
  • CompTIA Network+

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