Summary
Overview
Work History
Education
Skills
Timeline
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Carolyn Mason

Cahokia Heights,IL

Summary

Accomplished Counselor and Casino Host with a proven track record at DraftKings At Casino Queen, enhancing customer satisfaction and fostering client empowerment. Expert in counseling, crisis intervention, and public speaking, I've significantly improved client and player loyalty. Skilled in HIPAA compliance and building rapport, my approach has consistently resulted in positive outcomes and heightened community involvement.

Overview

20
20
years of professional experience

Work History

Counselor 1

Southwestern Correction Center (SWICC)
12.2022 - Current
  • Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
  • Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management.
  • Educated clients on available community resources, fostering a sense of empowerment and self-efficacy.
  • Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
  • Engaged clients in conversation to determine feelings and apprehensions.
  • Offered guidance and advice to help cultivate self-esteem and community involvement.
  • Guided clients in developing skills and strategies for dealing with problems.
  • Implemented behavioral modification strategies to help clients develop healthier coping mechanisms.

Casino Host

Draftkings At Casino Queen
03.2018 - 01.2022
  • Assisted in resolving guest disputes professionally, ensuring timely resolution and preserving customer satisfaction levels.
  • Structured time to visit with supervisors in slots, table games, and food and beverage areas to mitigate problems or issues involving VIP players.
  • Maximized casino revenue by monitoring player gaming activities and identifying potential high-value players.
  • Increased player loyalty by developing personalized relationships and providing exceptional guest service.
  • Developed marketing plans to boost customer loyalty and enhance customer satisfaction.
  • Showcased expert knowledge of casino offerings, guiding guests towards games and experiences that aligned with their preferences.
  • Enhanced communication between shift changes by providing thorough updates on important player activity or issues requiring attention during handoff periods.

Dealer/Supervisor of Table Games

DraftKings At Casino Queen
10.2004 - 03.2018
  • Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Assisted in resolving disputes between players, maintaining a positive atmosphere conducive to enjoyable gameplay experiences.
  • Developed strong relationships with guests, fostering loyalty and repeat business.
  • Mentored junior dealers by sharing industry insights and best practices honed through years of experience.
  • Monitored game activity and enforced gaming rules, maintaining a fair and secure environment for all players.
  • Streamlined dealer operations for increased efficiency and improved team performance.
  • Established open communication channels among team members, facilitating smooth collaboration in high-pressure situations.
  • Trained new employees on company policies, procedures, and gaming regulations to ensure compliance.

Education

Bachelor of Arts - Business Administration

USA Training Academy
Birmingham, AL

Skills

  • Skilled in intake interviewing
  • Counseling
  • Public speaking ability
  • HIPAA
  • Self-care strategies
  • Building rapport
  • Client Advocacy
  • Crisis Intervention Techniques

Timeline

Counselor 1

Southwestern Correction Center (SWICC)
12.2022 - Current

Casino Host

Draftkings At Casino Queen
03.2018 - 01.2022

Dealer/Supervisor of Table Games

DraftKings At Casino Queen
10.2004 - 03.2018

Bachelor of Arts - Business Administration

USA Training Academy

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Carolyn Mason