Summary
Overview
Work History
Skills
Certification
Timeline
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Dean Williams

Summary

Dynamic Gaming Shift Manager at Running Creek Casino with a proven track record in training and mentoring staff, enhancing team performance, and ensuring safety compliance. Expert in conflict resolution and critical thinking, I effectively managed escalated customer issues, achieving high customer satisfaction and fostering a collaborative workplace culture.

Experienced with team supervision, conflict resolution, and operational oversight. Utilizes leadership and problem-solving skills to maintain smooth operations. Track record of fostering teamwork and enhancing productivity.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Gaming Shift Manager

Running Creek Casino
12.2014 - Current
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
  • Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
  • Resolved customer complaints with effective problem-solving techniques, maintaining high levels of customer loyalty.
  • Led by example, demonstrating strong work ethic and commitment to excellence, inspiring staff to achieve their best.
  • Facilitated team-oriented atmosphere, encouraging collaboration and mutual support among staff members.

Security Supervisor / Floor Manager

Robinson Rancheria Resort and Casino
02.2003 - 12.2014
  • Conducted regular patrols of facility to detect and deter security threats.
  • Developed and implemented strategies to prevent and respond to security incidents.
  • Successfully managed incident response operations during critical situations, ensuring staff and visitor''s safety and minimizing potential damages to company property.
  • Assisted with investigations into reported incidents, gathering evidence and providing detailed reports for review by management or law enforcement officials when required.
  • Collaborated with management to develop security policies and procedures.
  • Streamlined communication between security staff, ensuring prompt response to potential threats or concerns.
  • Maintained a secure environment for employees and visitors by enforcing access control policies and visitor management procedures.
  • Prepared and submitted reports to keep management informed of security activities and developments.
  • Supervised and evaluated security staff performance to determine compliance with safety regulations.
  • Coordinated with security personnel or other departments to establish safety of visitors and staff.
  • Oversaw team of security officers and managed scheduling and performance evaluations.
  • Ensured compliance with all relevant regulations and industry best practices through continuous research and professional development opportunities.
  • Led team of security personnel, ensuring high standards of discipline and professionalism were maintained.
  • Coordinated security operations during high-profile events, ensuring safe environment for attendees and participants.
  • Managed staff scheduling to cover peak times effectively without overstaffing.

Skills

  • Training and mentoring
  • Team development
  • Delegating work
  • Safety compliance
  • Shift leadership
  • Reporting and documenting
  • Critical thinking
  • Staff supervision
  • Safety procedures
  • Conflict resolution
  • Safety management
  • Incidents management

Certification


First aid for the first responder, C.P.R ,Automated External Defibrillator, and Bloodborne pathogens


Certified in M.O.A.B, Management of Aggressive Behavior/ Self defense


Certified in Ocat "Oleoresin Capsicum Aerosol Training


Path, Practical and tactical handcuffing.


Successfully completed several report writing classes


Timeline

Gaming Shift Manager

Running Creek Casino
12.2014 - Current

Security Supervisor / Floor Manager

Robinson Rancheria Resort and Casino
02.2003 - 12.2014

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Dean Williams