DONNA BUSCH
New Castle,De
Summary
Business professional with expertise in Customer Service and Service Management. Fostered and facilitated an understanding of service culture and service processes necessary to meet and exceed customer expectations. Ensured employee teams performed in compliance with established procedures and guidelines. Motivate employees through Total Service reward and recognition programs. Encouraged action planning through a performance measurement system using quantifiable metrics. Work performance resulted in numerous awards for Excellent Customer Service.
Capable of being a Dual Pit Manager with a solid background in overseeing table games operations. Proven track record in maintaining game integrity and ensuring compliance with regulations. Demonstrated ability in fostering teamwork and resolving conflicts efficiently.
Overview
15
15
years of professional experience
Work History
Table Games Floor Supervisor
Hollywood Casino Perryville
Perryville, MD
07.2022 - Current
- Supervised table games operations, ensuring compliance with gaming regulations and company policies.
- Trained and mentored dealers in customer service excellence and game procedures.
- Monitored game performance, identifying trends to enhance player engagement and satisfaction.
- Collaborated with management to develop strategies for optimizing table game offerings.
- Resolved customer disputes efficiently while maintaining a positive gaming environment.
- Implemented training programs focused on improving dealer skills and operational efficiency.
Dealer
Delaware Park Racetrack & Casino
Wilmington, DE
07.2017 - Current
- Dealing various table games and delivering great customer service
- Abiding by all policies and procedures set forth in the employee handbook
- Maintained fast, smooth game pace by efficiently handling dice, chips, money and cards.
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
Table Games Supervisor
Harrah’s Philadelphia Casino
Chester, PA
06.2010 - 02.2019
- Lead and support table games dealers in order to create legendary customer service
- Ensure table games dealers have the training, tools and mindset to enable them in their positions as service professionals
- Lead the table games dealer team in a way that creates continuous improvements in the employee experience
- Enforce procedures to ensure operational and game integrity
- Settle minor disputes in a professional and timely manner
- Handle guest concerns quickly and efficiently
- Dealer:
- Efficiently and courteously deal and protect assigned games as described in established policies and procedures, maintaining compliance with rules, laws and regulations
- Provide appropriate and professional care and service to guests
- Acknowledge and warmly greet customers who play or approach assigned games
- Conduct table transactions and provide signatory validations accordingly to Company and regulatory rules
- Trained employees in procedures, compliance standards and strategies for accomplishing objectives.
- Trained, supervised and evaluated workers.
- Listened effectively and used issue resolution skills to efficiently handle guest complaints and promote brand loyalty.
Education
No Degree - English Composition
Montgomery County Community College
Blue Bell, PA06-2017
Certified Medical Assistant -
National School of Health Tech
3.1985
G.E.D - undefined
William Penn High School
1980
Skills
- Guest relations
- Policy enforcement
- Casino regulations
- Table game operations
- Leading employees
- Training employees
- Resolving complaints
- Teamwork and collaboration
- Employee performance evaluation
- Workflow coordination
- Adaptability
Accomplishments
- Supervised team of 10 staff members.
- Documented and resolved customer complaints which led to retention of high level gaming patrons.
Additional Information
- Recognition & awards , Star Performer/Role Model “Employee of the Quarter” Award for Superior Customer Services 10/2013 – 12/2013 Role Model 4 years in a row 2013, 2014, 2015, 2016 "Employee of the Quarter" Award for Outstanding Customer Service 7/2007 Recognized for Exceeding Customer & Financial Goals 9/2006 – 12/2006 "Variety Club Award of Philadelphia" for Attaining highest Level of donation 2/2006
Timeline
Table Games Floor Supervisor
Hollywood Casino Perryville
07.2022 - Current
Dealer
Delaware Park Racetrack & Casino
07.2017 - Current
Table Games Supervisor
Harrah’s Philadelphia Casino
06.2010 - 02.2019
G.E.D - undefined
William Penn High School
No Degree - English Composition
Montgomery County Community College
Certified Medical Assistant -
National School of Health Tech