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Skills

  • Guest services management
  • Communications
  • Budgets
  • Regulatory compliance
  • Cash handling and reconciliation
  • Attention to detail
  • Error reduction techniques
  • Prize distribution
  • High-level customer service
  • Payout monitoring

Work Experiences

  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Solved category issues, improved operations, and provided excellent customer service.
  • Answered 10 calls per 18 months to help customers with their questions and concerns.
  • Actively participated in the implementation of electronic dealer systems, enhancing dealer efficiency by 72% and reducing table delays.
  • Analyzed player behaviors for trends and subtly promoted additional betting opportunities during gameplay, increasing average bet size by 43%.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Adapted to a fast-paced environment when dealing procedure tournaments, assisting in the coordination of over 5 tables and players.
  • Achieved Top Performer for outstanding customer service.
  • Balance game dealing speed with accuracy in payout calculations, decreasing payout discrepancies by 78% over 6 months.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Dedicated to learning, growing, and succeeding in Retail.
  • Committed to enhancing the player experience.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Analytical Card Dealer with sharp attention to detail, consistently identifying patterns of potential cheating, ensuring compliance with regulatory standards.
  • Costs were consistently reduced while profits were increased.
  • Adept at handling high-complexity chip management.
  • Achieved results over two years.
  • Contributed to a 30% reduction in payout discrepancies.
  • Achieved several years of incident-free dealing.
  • Contributed to a 45% boost in participation in loyalty programs.

Accomplishments

  • Increased table profitability by 19% and contributed to monthly casino revenue reaching $4 through effective host-player interaction and upselling techniques.
  • Adapted and finalized betting limits to best suit both the casino and client, leading to a revenue increase of $8 in 18 months.
  • Reduced game errors by 25% after implementing more advanced cash handling practices and adopting clearer card-shuffling techniques.
  • Trained and mentored 2 new employees on table management, increasing overall team performance and exceeding department guest service satisfaction goal by 83%.
  • Led field research to improve house advantage in various table games, contributing insights that increased profitability by 47% in one year.
  • Ensured operational integrity by conducting 4 random table inspections each shift to catch inconsistencies and maintain proper game setup.
  • Consistently handled high-value chips totaling up to $12 throughout shifts without discrepancies or shortages.
  • Focused on minimizing distractions in high-stakes environments, which led to improved decision accuracy and a reduction in time per hand by 16 seconds.
  • Collaborated closely with casino security and pit bosses to identify security breaches and proactively prevent card counting incidents.
  • Provided smooth and fair gameplay by enforcing house rules and adapting to player concerns, earning a 17% increase in positive guest feedback.

Affiliations

  • United Dealers Association
  • National Association of Social Workers
  • Casino Employees Assistance Network
  • Association for Supply Chain Management (APICS)
  • National Poker Dealer Association
  • National Casino Staff Union
  • International Gaming Dealers Association (IGDA)
  • Project Management Institute
  • World Series of Poker Dealer Association
  • Society of Human Resource Management

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Player Acceptance Program Certification – Harbor & Co.
  • Casino Dealer Alcohol Awareness Certification – program
  • Google Certified Professional Cloud Architect
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Security+
  • Microsoft Certified Systems Engineer (MCSE)
  • Casino Dealer Certification – Oregon
  • Data Analytics for Gaming Professionals – standard
  • Certified Hospitality and Guest Service Professional – category

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