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Skills

  • Wager management
  • Casino software proficiency (Workday)
  • Internal procedure review and optimization
  • Project organization
  • Team building
  • Compliance with gaming commission standards
  • Clear rules communication for improved guest experience
  • Supervision
  • Budgets
  • Live decision making in fast-paced environments

Work Experiences

  • Had an excellent attendance record and was always on time for work.
  • Created a culture of fairness by collaborating with Pit Boss to investigate irregularities, resulting in a reduction in rule violations by 31% over the past year.
  • Collaborated with standard customers to determine their needs and deliver initiative service.
  • Accurately paid out winnings and collected bets during HubSpot games, ensuring no discrepancy over 16 rounds.
  • Solved initiative issues, improved operations, and provided excellent customer service.
  • Looked for industry trends on social media and through online sources.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Collected bets during QuickBooks games.
  • Addressed dealer-customer disputes.
  • Achieved 54% shorter downtime during dealer changes.

Summaries

  • Consistently drove revenue growth.
  • Dedicated to learning, growing, and succeeding in Retail.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Costs were consistently reduced while profits were increased.
  • Collaborate with management to prevent losses.
  • Adept at overseeing operational compliance.
  • Accomplished in resolving customer disputes swiftly, improving player satisfaction scores by 56% and maintaining a smooth game environment.
  • Created a culture of fairness.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Boosted monthly revenue by $15 for high-end gaming events.

Accomplishments

  • Increased table game income by 72% through strategic player engagement and promoting casino bonus programs.
  • Successfully pioneered a tip-sharing program, leading to a 6 increase in hourly tip revenue for continuing rotations.
  • Documented and resolved category which led to program.
  • Monitored gaming behavior in real-time, identifying suspicious activity resulting in accurate fraud detection and a 75% reduction in security incidents.
  • Optimized high-traffic game flow by developing efficient procedures and reducing wait times by three years per table rotation.
  • Resolved product issue through consumer testing.
  • Spearheaded program to collect and act on player feedback through surveys, improving guest satisfaction scores by 65% %.
  • Led tactical cross-selling initiatives during live games, increasing participation in bonus games by 54%.
  • Supported cross-training of staff in several table games, increasing the dealer’s versatility and contributing to a 37% improvement in shift coverage flexibility.
  • Tracked and reconciled 3% of all game funds during shifts, achieving a near-zero variance rate over three years.

Affiliations

  • Hospitality Industry Association (Casino Special Interest Group)
  • North American Gaming Regulators Association (NAGRA)
  • National Betting Operations Task Force
  • Association of Information Technology Professionals
  • Casino Management Association (CMA)
  • Certified Tour Operator (CTO) Program
  • National Association of Gaming Equipment Providers (NAGEP)
  • Rotary International
  • International Association of Administrative Professionals
  • National Gaming Institute (NGI)

Certifications

  • Customer Service Excellence in High-Stakes Games Certification
  • Advanced Negotiations and Conflict Resolution for Dealers from Northwind
  • Certified Gaming Professional (CGP) from metric
  • AML (Anti-Money Laundering) Compliance Certification for Casino Employees
  • First Aid/CPR Certified
  • Certified Hospitality and Gaming Compliance Professional (CHGCP)
  • Anti-Theft and Game Security Techniques Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Certificate in Customer Experience for Gaming and Hospitality
  • CompTIA Security+

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