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I am a honest, hard working, and dedicated employee with mare than 25 years of experience of customer service in the gaming industry. In these years i have developed skills through training and experience to help communicate with customers both internal and external. I like to take a positive approach in dealing with irregularities and discrepancies for find an amicable solution to most situations. I believe in promoting a positive work environment and try and make others feel they are valued and appreciated for the work that they do. I am proficient in game security and am able determine the proper course in which to take to effective action. I work well under pressure and am able keep a level head in hectic situations.
- Supporting promotions
- Coordinating documents
- Greeting guests
- Supervising chips
- Resolving complaints
- Problem resolution
- Basic math
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- Communication
- People skills
- Conflict resolution
- Working collaboratively
- Organization
- Flexible
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04/2004 to 08/2020 Poker Dual Rate Supervisor Hard Rock Hotels And Casinos – Pittsburgh, PA,
- Greeted guests with upbeat, professional attitude to create enjoyable atmosphere.
- Kept all games in compliance with casino and gaming standards.
- Stayed up to date on table inventories, player wins and losses and chip purchases to maintain security and efficiency.
- Observed tables closely to spot errors and irregularities.
- Coached employees on procedures, compliance requirements and performance strategies.
- Moderated floor disputes to protect business assets and resolve customer service issues.
- Smoothly oversaw efficient and accurate monetary transactions between house and customers.
- Maximized customer satisfaction by controlling dealer actions and promoting consistent gaming environments.
- Observed gamblers to identify signs of cheating, including marking, switching and counting cards.
- Established and enforced banks and table limits for each game type.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
04/1999 to 04/2004 Table Games Floor Supervisor Northern Quest – Spokane, WA,
- Greeted guests with upbeat, professional attitude to create enjoyable atmosphere.
- Kept all games in compliance with casino and gaming standards.
- Stayed up to date on table inventories, player wins and losses and chip purchases to maintain security and efficiency.
- Observed tables closely to spot errors and irregularities.
- Coached employees on procedures, compliance requirements and performance strategies.
- Promoted positive guest relations by resolving disputes quickly and offering complimentary services.
- Established and maintained banks and table limits for each game.
- Managed overall operation of casino table games in assigned pits, including Blackjack and Poker in accordance with applicable state regulations, company policies and internal controls.
- Observed gamblers' behavior for signs of cheating such as marking, switching or counting cards and notified security staff promptly.
- Supported confidentiality of all casino trade secrets and proprietary information, including business processes, customer lists and marketing plans.
- Determined appropriate number of gaming tables to open each day and scheduled staff accordingly.
- Moderated floor disputes to protect business assets and resolve customer service issues.
- Smoothly oversaw efficient and accurate monetary transactions between house and customers.
- Evaluated workers' performance to write performance reviews.
- Maximized customer satisfaction by controlling dealer actions and promoting consistent gaming environments.
- Observed gamblers to identify signs of cheating, including marking, switching and counting cards.
- Balanced staffing by moving dealers between games and reorganizing flow to cover each table.
- Established and enforced banks and table limits for each game type.
- Strengthened control and monitoring systems to keep games in full compliance with [Type] and [Type] regulations.
- Compiled summary sheets for gaming events to record amounts wagered and paid for each shift.
07/1995 to 04/1999 Blackjack Dealer Ho-Chunk Gaming Wisconsin Dells – City, STATE,
- Communicated with supervisors and managers about suspicious or unruly behavior from patrons.
- Calmed down angry guests or patrons using skills in active listening and positive engagement.
- Explained game and casino rules to guests.
- Welcomed customers to blackjack table.
- Observed casino floor and blackjack table for suspicious activity.
- Greeted incoming guests with enthusiasm to promote fun, memorable and exciting experience.
- Explained rules, took bets, and delivered payouts to facilitate movement of games.
- Provided gambling chips and coin money in exchange for legal currency for players to join in games.
- Monitored behavior of players while dealing cards in various games, observing individuals for possible cheating.
- Achieved minimum complement of players at tables by participating in short-handed games.
- Maintained enjoyable environment by entertaining and engaging players at tables.
- Performed functional game duties quickly by efficiently handling money and chips.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
Expected in 11/1992 Diploma: Auto And Diesel Mechanics
Universal Technical Institute - Glendale Heights, IL,
GPA:
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