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Skills

  • RFI Scanners
  • Multitasking under high-pressure environments
  • Insurance billing
  • Business operations
  • Customer retention strategies
  • First Aid/CPR
  • Administrative support
  • Team leadership and supervision
  • Supervision
  • Revenue generation strategies

Work Experiences

  • Collaborated with marketing to design promotional programs.
  • Achieved Excellence Award.
  • Collaborated with marketing to design promotional programs, generating an additional $12 in revenue from standard events.
  • Analyzed customer feedback through surveys, resulting in a change that enhanced player retention by 51% across 2020.
  • Answered 3 phone calls per 6 months to assist customers.
  • Provided excellent service and attention when dealing with customers face-to-face or over the phone.
  • Achieved President's Club due to outstanding supervisory skills in handling player-related issues and conflict de-escalation.
  • Salesforce was delivered to customer locations by me.
  • Kept my program knowledge up to date by doing performance reporting and risk assessment.
  • Conducted real-time feedback sessions.

Summaries

  • Senior Games Supervisor with risk assessment and process improvement abilities.
  • Senior Games Supervisor with 5 years of experience in the gambling industry.
  • CPA certified
  • Results-oriented Miscellaneous professional with quality assurance, process improvement, and team leadership strengths.
  • Adhered to Scrum Master standards.
  • Communicative and team-oriented, with ServiceNow expertise.
  • Accomplished Senior Games Supervisor focused on game security and cash flow management. Implemented new protocols that resulted in a 35% reduction in theft or loss over 2016 period.
  • Gaming professional with supervisory experience and a thorough understanding of applicable regulations, operational practices, and common cheating behaviors.
  • Active leader with excellent communication and collaboration skills.
  • Individual who is enthusiastic and capable of working in both a team and independently.

Accomplishments

  • Prepared monthly performance reports for executive review, providing data-driven insights that led to 46% better decision-making on game placement and promotions.
  • Successfully developed and managed budget forecasts for the games department, achieving financial objectives within 77% of projected targets.
  • Instituted a predictive maintenance schedule for gaming equipment, reducing game downtime by 20% and lowering repair costs by $5 annually.
  • Facilitated weekly strategy meetings with the supervisory team that led to cost-saving initiatives resulting in a reduction of operational costs by 13.
  • Coordinated with the marketing department to develop targeted promotions that increased game play participation by 17% during major events.
  • Implemented a multi-channel communication system between attendants and supervisors, improving response times to game issues by 23%.
  • Designed cross-promotional gaming events that successfully attracted 78% more visitors, driving higher engagement across all game offerings.
  • Collaborated with strategic vendors to introduce new game offerings, increasing the company’s revenue streams and achieving a 27% market share increase.
  • Achieved CPA compliance for 12 consecutive years in gaming audits, ensuring zero discrepancies and bolstering company’s reputation for regulatory adherence.
  • Enhanced guest experience by reducing game downtime through efficient game tech maintenance protocols, lowering guest complaints by 56%.

Affiliations

  • Keynote Speaker, Annual Gaming Technologies Forum, Seattle, 2017
  • Certification, American Gaming Association Responsible Gaming Training, 2020
  • Member, International Amusement and Leisure Defense Association (IALDA), 2022-Present
  • Member, National Association of Amusement Ride Safety Officials (NAARSO), 2017-Present
  • Certification, Entertainment and Game Technology Leadership Program, process, 2024
  • Member, Digital Gaming Leadership Academy, 2015-Present
  • Chair, Risk Management and Gaming Security Task Force, Northwind, 2020-2017
  • Attendee, G2E Global Gaming Expo, 2019
  • Participant, Gaming Standards Association (GSA) Compliance Group, 2024-Present
  • Contributor, International Casino Compliance Forum, 2016-Present

Certifications

  • Certified Guest Service Professional (CGSP), American Hotel & Lodging Educational Institute (AHLEI)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • ServSafe
  • Certified Team Leader (CTL) - International Organization for Standardization (ISO)
  • American Academy of Financial Management (AAFM)
  • Advanced Hospitality and Guest Services Certification - Portland
  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute (AHLEI)
  • Event Management Professional Certification (EMPC) - Meeting Professionals International (MPI)
  • Certified Casino Marketing Executive (CCME) - Casino Marketing & Technology Conference
  • Google Certified Professional Cloud Architect

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