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Skills

  • Business operations
  • Compliance tracking and reporting
  • Equipment troubleshooting
  • Escalation procedure optimization
  • Process improvement
  • Mentorship of new hires
  • High-stakes decision making
  • Customer service
  • Organization
  • Area patrolling

Work Experiences

  • Boosted initial player engagement by 84%.
  • Boosted player engagement by 23% during busy periods.
  • Actively collaborated with management.
  • Achieved results over several months.
  • Oversaw the delivery of method project by procedure team, which resulted in program.
  • Collaborated on the floor plan design for new game rollouts, improving traffic flow and enhancing overall player satisfaction by 34%.
  • Was in charge of collecting fees for services and games, as well as managing $2 in cash on a daily basis while adhering to Ohio gambling laws.
  • Transported Asana to several months customer locations.
  • Boosted player satisfaction scores by 17%.
  • Achieved compliance in 2020.

Summaries

  • Analyzed betting trends.
  • Achieved a 72% improvement in customer loyalty.
  • Consistently developed strong relationships with key clients.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Contributed to a 38% spike in customer engagement.
  • Collaborated with management.
  • Third-Party Propositional Player with 9 years of successful vendor management and strategic planning experience.
  • Graceful category professional with risk assessment and budget management expertise.
  • Achieved a 46% reduction in operational violations.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Supervised financial accuracy of player payouts, maintaining an error rate of 51% over 2024 periods.
  • Successfully resolved 8 high-stakes disputes, improving overall player satisfaction by 58%.
  • Created comprehensive profiles for high-value customers using player data, increasing engagement with personalized offerings by 20%.
  • Mediated between third-party service staff and gaming management, maintaining compliance across all propositions by 17%.
  • Coordinated with external service providers to streamline guest services, improving wait times by 38%.
  • Introduced real-time data analytics on gaming behavior, allowing for in-depth reporting that increased tailored marketing opportunities by 18%.
  • Led the integration of third-party systems on the casino floor, improving overall guest experience by 78%.
  • Created and managed loyalty programs for key players, boosting return visits by 66%.
  • Enforced compliance with local and international gaming regulations, resulting in 27% adherence with zero violations.
  • Led the coordination of special events that enhanced the customer experience, achieving a 80% boost in event attendance.

Affiliations

  • American Medical Informatics Association
  • National Casino Management Association (NCMA)
  • National Association of Social Workers
  • National Association of Casino Executives (NACE)
  • American Society of Safety Professionals
  • International Security Conference & Expo (ISC West)
  • Toastmasters
  • Society of Customer Relations Professionals (SCRP)
  • Casino Marketing & Technology Conference
  • Casino Career Institute Alumni Network

Certifications

  • CompTIA Security+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • SHRM Certified Professional (SHRM-CP)
  • Certificate in Advanced Customer Service Excellence
  • Certified Hospitality and Gaming Operations Professional
  • Certified Casino Surveillance Professional (CCSP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Google Certified Professional Cloud Architect
  • First Aid/CPR Certified
  • Problem Gambling Treatment Training Certification

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