Amy Haefele
Brigantine,USA
Summary
Extensive experience in Casino Operations. Proficiencies include labor management, excelling in customer service skills, proficient time management and with background as a Slot Operations Shift Manager looking to join a growing organization as part of successful company. Customer-oriented with strong history of leading high-performance teams. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development. Motivated with 15 years of customer service and recognized for assessing operational needs and developing solutions to save costs, improve revenues. Ten plus years with Microsoft Excel/Power point.
Overview
1
1
Certificate
23
23
years of professional experience
Work History
Server
Cordivari’s Restaurant-Brigantine
07.2022 - 09.2023
Residential cleaning service
self-Atlantic County, NJ
- Current
- Housecleaning services
Casino Accounting Representative
Resorts Casino & Hotel
Atlantic City, NJ
11.2025 - Current
- Processed daily financial transactions to ensure accuracy and compliance with internal policies.
- Assisted in reconciling accounts to maintain integrity of financial records.
- Supported audits by gathering necessary documentation and providing detailed explanations of accounts.
- Assisted in the preparation of quarterly financial reports, enabling management to make informed decisions.
- Conducted thorough research to ensure compliance with local, state, and federal tax regulations.
Server
Tony's Baltimore Grill
Atlantic City, NJ
05.2023 - 10.2025
Sales Associate
Raymour and Flanagan furniture-Egg Harbor Township
NJ
09.2019 - 06.2020
- Assist customers with purchasing and financing
Slot Operations Shift Manager
Tropicana Entertainment Inc-Atlantic City
NJ
05.2017 - 04.2019
- Inputted information from customer calls and onsite service visits into the company's system using ACS, SDS, Microsoft Power-point and Excel
- Wrote agendas and notes and sent out automatic notifications for upcoming meetings
- Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Monitored multiple databases to keep track of all company inventory
Slot Operations Shift Manager
Caesars Entertainment-Atlantic City
NJ
10.2005 - 09.2017
- Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival
- Created communication strategies to meet client objectives
- Led team of 50 slot attendants and engaged in delivering assistance to customer service department on daily basis
- Inputted information from customer calls and onsite service visits into the company's system SDS and our excel sheets to keep track on customer complaints and the follow up once the issues was addressed
- Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction
- Proactively identified and solved complex problems impacting operations management and business direction
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
- Wrote agendas and notes and sent out automatic notifications for upcoming meetings
Front desk supervisor
Showboat Hotel & Casino-Atlantic City
NJ
09.2003 - 10.2005
- Assisted with any customer complaints. Acknowledged the issue at hand and addressed. Accommodated to insure customer satisfaction. After 2 years I was offered a position to transfer to slot operations from the director of slots. Closed the Showboat and went to Harrahs and continued with them for 12 years until we had management restructured.
Education
General Studies - Atlantic CIty Highschool
Atlantic City High School
Atlantic City, NJ06-2013
Skills
- Project requirements Conflict resolution
- Sales and marketing Proofreading and editing
- Performance monitoring Troubleshooting
- Counseling Payment processing
- Profitability and revenue generation Financial controls implementation
- Progress monitoring Document control
- Customer assistance Product development
- Slot machine troubleshooting Client service
- Project planning Inbound and outbound calling
- Quick learner Documentation and reporting
- Advertising strategies Skill building
- Scheduling Event coordination
- Time management skills Account management
- Greeting guests Recordkeeping
- Data collection and analysis Schedule coordination
- Business development Customer needs assessment
- Food allergen awareness
- Food server experience
- Communication skills
- Strategic Planning
- Customer complaint resolution
- Process Improvement
- Host/hostess experience
- Spirits experience
- Human Resources
- English
- Project Management
- Agile (10 years)
- Front desk
- Supervising experience
- Food sanitation practices
- Research (10 years)
- POS systems
- Budgeting (10 years)
- Serving - Serving experience (3-5 years)
- Payment processing
- Customer communication
- Table cleanliness maintenance
- Bar
- Technical sales (4 years)
- Sanitation (10 years)
- Food running
- Restaurant Management
- Cleaning
- Wine knowledge
- Janitorial experience (10 years)
- Computer operation
- Operations Management
- Food hygiene
- Computer skills
- Hotel experience
- Databases (2 years)
- Food service cashier experience
- Toast POS
- Busser experience
Certification
- Casino Key License October 2014 to October 2022
- TIPS
- Driver's License
Timeline
Casino Accounting Representative
Resorts Casino & Hotel
11.2025 - Current
Server
Tony's Baltimore Grill
05.2023 - 10.2025
Server
Cordivari’s Restaurant-Brigantine
07.2022 - 09.2023
Sales Associate
Raymour and Flanagan furniture-Egg Harbor Township
09.2019 - 06.2020
Slot Operations Shift Manager
Tropicana Entertainment Inc-Atlantic City
05.2017 - 04.2019
Slot Operations Shift Manager
Caesars Entertainment-Atlantic City
10.2005 - 09.2017
Front desk supervisor
Showboat Hotel & Casino-Atlantic City
09.2003 - 10.2005
Residential cleaning service
- Current
General Studies - Atlantic CIty Highschool
Atlantic City High School