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Skills

  • Risk assessment and mitigation
  • Team building
  • Jackpot payment management
  • New hire competency improvement
  • Cross-departmental collaboration
  • On-the-job training development
  • Customer service
  • CRM System Management
  • Incident management and reporting
  • Conflict resolution training

Work Experiences

  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Collaborated with law enforcement.
  • Coordinated with VIP services and hosts.
  • Cut response time for repairs by 6 months on average.
  • Coordinated with VIP services and hosts to ensure high-value customers received tailored, high-quality experiences while on the casino floor.
  • Contributed to a 76% improvement in customer satisfaction ratings.
  • Communicated with upper management.
  • Avoided burnout.
  • Collaborated with law enforcement on multiple occasions to resolve security concerns, ensuring compliance with state and local regulations.
  • Conducted quarterly performance reviews.

Summaries

  • Adjusted gaming promotions.
  • Acknowledged for operational oversight in 2016.
  • Slot Shift Manager is a multi-talented Slot Shift Manager who is consistently rewarded for planning and operational improvements.
  • Acknowledged for excellence in team management.
  • Clear understanding of process improvement and workflow optimization as well as stakeholder engagement training.
  • Consistently met and exceeded performance targets.
  • Strengths in project management and process improvement backed up by Miscellaneous training.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Committed to maintaining smooth gaming floor operations, effectively managing resources to address and resolve operational concerns with upper management.
  • Well-versed in dispatching repair technicians to out-of-order machines as soon as possible.

Accomplishments

  • Documented and resolved metric which led to system.
  • Analyzed revenue reports using MS Excel, identifying discrepancies that led to a recovery of $3 in lost revenue over several months.
  • Developed an employee recognition program, resulting in improved staff morale and a 58% decrease in absenteeism.
  • Trained new shift supervisors, contributing to an overall increase of 76% in team productivity within several months.
  • Facilitated cross-department meetings to resolve operational bottlenecks, resulting in reduced downtime by 45%.
  • Partnered with the finance department to identify and resolve financial discrepancies, recovering $6 in missed earnings.
  • Implemented a customer engagement program that contributed to a 55% increase in customer satisfaction and return visits.
  • Managed inventory and procurement processes to ensure slot machine areas were fully operational, reducing downtime by 78%.
  • Collaborated with IT for system updates on slot machines, minimizing downtime and increasing operational efficiency by 47%.
  • Streamlined slot machine floor operations by adjusting asset placement, resulting in a 68% increase in game utilization.

Affiliations

  • National Council on Problem Gambling (NCPG)
  • International Association of Gaming Regulators (IAGR)
  • American Medical Informatics Association
  • Casino Marketing & Technology Conference Attendee, 2023
  • Certified Casino Operations Manager (CCOM)
  • Hospitality Leaders of America
  • Association for Supply Chain Management (APICS)
  • Association for Computing Machinery
  • American Society for Quality (ASQ)
  • International Council of Nurses

Certifications

  • CompTIA Security+
  • Gambling Business Compliance Certification Northwind - Ensures compliance with local, state, and federal regulatory standards in all gaming operations.
  • Project Management Professional (PMP)
  • Certified Fraud Examiner (CFE) Cedar Works - Essential for addressing potential fraud or financial manipulation in casino operations.
  • ESI Employee Scheduling Certification Adobe Creative Suite - Specialized in utilizing staff scheduling software to manage shift rotations and peak flow operations.
  • Responsible Gaming Certification North Carolina - Validates specific knowledge on implementing responsible gaming practices in a casino setting.
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Risk Management Professional (CRMP) Harbor & Co. - Provides strategies for identifying, assessing, and mitigating risk in gaming environments.
  • Conflict Resolution in Gaming Certification 2020 - Demonstrates proficiency in handling player disputes and customer service in a high-stress environment.
  • SHRM Certified Professional (SHRM-CP)

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