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Skills

  • High-quality customer service delivery
  • Gaming table coverage planning
  • Customer service
  • Labor efficiency management
  • Financial Loss Minimization
  • MS Office
  • Project organization
  • Performance metric tracking
  • Handling escalated customer complaints
  • High-limit game retention

Work Experiences

  • Boosted team efficiency by 44% %.
  • Assisted shift managers in maintaining compliance with all union regulations, leading to zero grievances arising over 11-month period.
  • Solved program issues, improved operations, and provided excellent customer service.
  • Awarded ‘Top Performer’ for exemplary team leadership.
  • Coached dealers in real-time.
  • Consistently exceeded customer satisfaction goals by delivering personalized player interactions and resolving disputes quickly and effectively.
  • Consistently exceeded customer satisfaction goals.
  • Collaborated closely with the cage department to record discrepancies and reconcile shortages, eliminating variances within 6 months.
  • Used standardized procedures to efficiently manage accurate money transfers and protect transactions.
  • Awarded Top Performer for exceptional customer service.

Summaries

  • Dedicated to learning, growing, and succeeding in Retail.
  • Contributed to an efficient casino environment.
  • Achieved high guest satisfaction.
  • Achieved 16% increases in efficiency.
  • Achieved 41% improvement through optimized scheduling.
  • Costs were consistently reduced while profits were increased.
  • Expert at coordinating money transfers, paperwork, and reports to ensure that operations are fully compliant.
  • Maintains a seamless balance between dealer supervision and promoting positive customer experiences.
  • Achieved 24% increases in satisfaction.
  • Averted financial losses.

Accomplishments

  • Developed and delivered training sessions on advanced fraud detection techniques, resulting in a 63% decrease in suspicious activity at the tables.
  • Led post-incident investigations related to high-stakes gameplay, following up with fraud prevention partners to recover losses of $17.
  • Developed an internal performance review system for dealers that improved employee feedback turnaround speed by 62%.
  • Devised and implemented performance metrics for dealers, identifying the top 10 most effective practices that led to a 72% increase in customer satisfaction.
  • Proactively worked with security and surveillance teams to uncover fraudulent activity, preventing a potential $11 loss to the casino.
  • Collaborated with gaming regulatory bodies to ensure all casino activities were compliant with both state and federal laws, reducing citations and fines by 77%.
  • Resolved dealer and patron disputes swiftly and fairly, maintaining a customer satisfaction rating of 57%.
  • Spearheaded the integration of process live gaming technology, leading to a revenue boost in the newly implemented games by $4.
  • Documented and resolved standard which led to system.
  • Executed revenue optimization strategies that increased overall table game profits by $10 within the past year.

Affiliations

  • Licensed Gaming Professional, Ohio
  • National Association of Social Workers
  • Tactical Gaming Leadership Program Alumni Association
  • Minority Gaming Industry Group
  • Certified Hospitality Supervisor (CHS) credential holder
  • National Council on Problem Gambling (NCPG)
  • Certified Gaming Supervisor Membership, program
  • International Association of Gaming Advisors (IAGA)
  • Table Games Developer Association
  • International Association for Security & Crisis Management (IACSM)

Certifications

  • Certified Ethical Hacker (CEH)
  • Table Games Management Certification
  • Casino Operations Management Certificate Program
  • Advanced Table Game Mathematics Certification
  • Leadership Development Program - Gaming Industry
  • Certified Public Accountant
  • Certified Fraud Examiner (CFE) – Association of Certified Fraud Examiners (ACFE)
  • Casino Surveillance Systems Specialist Certification
  • Gaming Financial Management Certification
  • SHRM Senior Certified Professional (SHRM-SCP)

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