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Skills

  • First Aid/CPR
  • Relationship development
  • Gaming regulations knowledge
  • Project organization
  • Team management
  • Dealer performance supervision
  • Budgets
  • Guest retention strategies
  • High-quality customer service delivery
  • Fraud prevention and detection

Work Experiences

  • Consistently exceeded customer satisfaction goals.
  • Complied with initiative standards.
  • Oversaw the delivery of program project by initiative team, which resulted in method.
  • Built strong relationships with VIP guests by providing personalized experiences, resulting in a 80% boost in high-limit game retention.
  • Collaborated with the cage department.
  • Achieved a reduction of 19% through independent audits.
  • Coached dealers on gaming standards and regulations.
  • Saved $13 by putting in place cost-cutting measures that addressed long-standing issues.
  • Acted as primary liaison for dispute resolution.
  • Boosted team morale.

Summaries

  • Achieved compliance scores of 48%.
  • Consistently drove an increase of $14 in casino table revenue.
  • Expert at coordinating money transfers, paperwork, and reports to ensure that operations are fully compliant.
  • Achieved high guest satisfaction.
  • Within Retail, senior Dual Rate Floor Supervisor and outstanding performer in data analysis and strategic planning.
  • Collaborative professional with a demonstrated ability to align team efforts with management goals, optimizing operational performance on the casino floor.
  • Collaborative leader.
  • Adept at fostering VIP guest relationships.
  • Dual Rate Floor Supervisor is a multi-talented Dual Rate Floor Supervisor who is consistently rewarded for planning and operational improvements.
  • Dual Rate Floor Supervisor with 15 years of successful vendor management and workflow optimization experience.

Accomplishments

  • Resolved dealer and patron disputes swiftly and fairly, maintaining a customer satisfaction rating of 57%.
  • Established cross-department alliances with the pit management and security teams, streamlining operations and reducing escalations by 51%.
  • Proactively coached a team of 11 dealers to prioritize customer service, resulting in positive feedback metrics improving by 52%.
  • Developed an internal performance review system for dealers that improved employee feedback turnaround speed by 62%.
  • Played a role in minimizing fraud risk by implementing real-time transaction monitoring with a reduction in loss incidence of 42%.
  • Resolved product issue through consumer testing.
  • Revised standard operating procedures for table payouts, effectively reducing calculation errors by 62%.
  • Developed and delivered training sessions on advanced fraud detection techniques, resulting in a 63% decrease in suspicious activity at the tables.
  • Collaborated with team of 14 in the development of metric.
  • Documented and resolved standard which led to system.

Affiliations

  • National Association of Social Workers
  • Security Industry Association (SIA)
  • Association of Information Technology Professionals
  • Rotary International
  • Society of Human Resource Management
  • National Indian Gaming Association (NIGA)
  • Association for Computing Machinery
  • Lions Club
  • Freemason
  • National Federation of Casino Dealers

Certifications

  • Certified Hospitality and Gaming Technician (CHGT)
  • Certified Casino Surveillance Operator (CCSO)
  • First Aid/CPR Certified
  • ServSafe
  • Certified Fraud Examiner (CFE) – Association of Certified Fraud Examiners (ACFE)
  • Certified Casino Executive (CCE)
  • Advanced Table Game Mathematics Certification
  • National Gaming Association Compliance Course
  • Certified Public Accountant (CPA)
  • Certified Professional in Casino Management

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