cheng zheng
SAUGUS,MA
Summary
Dedicated professional with over 7 years expertise in gaming, guest relations and compliance. Proven track record in enhancing customer satisfaction through reliable service and effective problem-solving. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated to maintaining the highest standards of game integrity and service excellence.
Overview
7
7
years of professional experience
Work History
Casino Supervisor
Encore Boston Harbor
1 Broadway, Everett, MA 02149
09.2023 - Current
- Directed daily casino activities, ensuring strict compliance with regulatory standards and organizational policies.
- Trained and mentored staff on customer service best practices and operational procedures.
- Supervised gaming operations to maintain compliance and foster a safe atmosphere for all participants.
- Addressed and resolved guest complaints to foster positive guest experiences and strengthen loyalty.
- Supervised daily casino operations to ensure compliance with regulations and company policies.
- Elevated customer satisfaction by proactively addressing concerns and providing outstanding service.
- Conducted ongoing surveillance of gaming activities to maintain operational integrity and enhance player experience.
Pit Supervisor
EC NH Acquisition Company LLC
310 Daniel Webster Hwy, Nashua, NH 03060
07.2025 - Current
- Directed daily operations, ensuring strict compliance with safety regulations and alignment with company policies.
- Trained new staff on equipment operation and safety protocols, enhancing team competency.
- Promoted positive work culture by fostering strong communication among staff members during daily briefings.
- Increased table game efficiency by closely monitoring dealer performance and providing constructive feedback.
- Managed high-stakes games, maintaining integrity and fair play for all participants.
- Provided exceptional guest service through friendly interactions, prompt issue resolution, and proactive assistance in a fast-paced environment.
- Observed players for signs of cheating, notifying security staff of discovered evidence.
- Monitored game operations to enforce house rules as well as tribal, state and federal regulations.
- Watched gamblers on floor to isolate cheaters by identifying card counting or marking cards.
Instacart Shopper
Maplebear Inc.
50 Beale Street, Suite 600, San Francisco, CA 9410
04.2024 - Current
- Managed customer interactions by swiftly addressing inquiries and effectively resolving issues.
- Delivered exceptional service by promptly completing orders and providing tailored recommendations for customers.
- Streamlined order processing by managing time effectively, ensuring prompt delivery while maximizing overall productivity.
- Coordinated delivery logistics to ensure items reached customers on schedule by effectively managing time and routes.
- Exhibited strong problem-solving abilities while resolving customer concerns during shopping experiences.
- Balanced multiple priorities effectively in fast-paced environments without compromising quality or timeliness of service.
- Ensured customer satisfaction and loyalty by consistently delivering high-quality service while maintaining professionalism.
Table Games Dealer
Encore Boston Harbor
1 Broadway, Everett, MA 02149
08.2019 - 09.2019
- Dealt various table games, ensuring compliance with gaming regulations and house rules.
- Managed player interactions, providing exceptional customer service and maintaining a positive gaming environment.
- Monitored game integrity, detecting any irregularities and reporting issues to management promptly.
- Trained new dealers on procedures, enhancing team performance and operational efficiency.
- Managed high-stress situations effectively, remaining calm under pressure while maintaining professionalism with guests.
- Maintained fast game pace by handling chips, cards, money, and gaming equipment efficiently.
Table Games Dealer
Resorts World Catskills
888 Resorts World Dr, Monticello, NY 12701
10.2018 - 08.2019
- Maintained cleanliness and organization of gaming tables, contributing to a professional presentation of the casino floor.
- Adhered to all gaming regulations and procedures to maintain legal and ethical operation.
- Answered players questions and resolved disputes to provide excellent customer service.
- Learned and followed company procedures to maintain consistency and standards.
- Inspected table games and equipment to confirm proper function.
- Ensured game integrity through strict adherence to gaming policies and procedures.
- Continuously updated knowledge of industry trends and emerging games to better serve clientele with diverse interests.
- Collaborated with floor supervisors to address player disputes promptly and professionally, ensuring guest satisfaction.
Education
Bachelor of Science - Business Administration And Management
University At Buffalo
190 Founders Prom, Getzville, NY 140682018
Skills
- Microsoft office suite proficiency
- Game rules
- Decision-making
- Reliability
- Guest relations
- Problem-solving
- Attention to detail
- Customer service
- Policy enforcement
- Gaming regulation compliance
- Time management proficiency
Languages
Chinese (Mandarin)
Native or Bilingual
Timeline
Pit Supervisor
EC NH Acquisition Company LLC
07.2025 - Current
Instacart Shopper
Maplebear Inc.
04.2024 - Current
Casino Supervisor
Encore Boston Harbor
09.2023 - Current
Table Games Dealer
Encore Boston Harbor
08.2019 - 09.2019
Table Games Dealer
Resorts World Catskills
10.2018 - 08.2019
Bachelor of Science - Business Administration And Management
University At Buffalo