Gina Coelho
Hemet,CA
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Energetic Player Service Supervisor successful at motivating and building positive team dynamics. Dedicated to possessing skills in addressing and resolving conflicts to maintain team harmony and performance. Offers 25 years of experience in the Casino industry. Background includes strong history in all aspects of Caino Marketing, including Guest Service, Promotions from conception to completion, Data entry for promotions and payouts.Team scheduling and payroll.
Overview
25
25
years of professional experience
Work History
Player Services Supervisor
Soboba Casino Resort
San Jacinto, CA
02.2017 - Current
- Maintained positive working relationship with fellow staff and management.
- Collaborated with other departments to coordinate workflow processes between teams.
- interviewed, trained, mentored, coached, and evaluated team members
- Implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Identified needs of customers promptly and efficiently. Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Provided guidance and direction to Team Members regarding job duties and responsibilities.
- Responded to customer questions regarding promotions offers and availability.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Coordinated employee schedules according to shift changes and availability.
- Completed day-to-day duties accurately and efficiently.
Promotions Coordinator / Supervisor
Pauma Casino
Pauma Valley, CA
02.2004 - 08.2017
- Collaborated with marketing staff to develop strategic advertising plans focused on specific customer or market areas.
- Trained and mentored newly hired employees to provide better grasp of job responsibilities and expectations.
- Gathered and evaluated promotional data to improve future planning.
- Organized promotional giveaways and events.
- Managed budgets related to promotion projects.
- Monitored competitor's promotional activities and identified opportunities for improvement.
- Worked with vendors to obtain supplies necessary for promotional events.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Players Club Supervisor
Pechanga Casino and Resort
Temecula, CA
05.1999 - 12.2003
- Managed customer inquiries, complaints, and disputes promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Trained and supervised staff.
- Ensured compliance with all applicable gaming regulations and laws.
- Established work schedules and station arrangements for
- Collaborated with marketing personnel to promote casino services and events.
Education
High School Diploma -
Santiago High School
Garden Grove, CA06-1979
Skills
- Schedule Development
- Staff Management
- Process Improvement
- Inventory Control while Supervising Gifting
- Training and Mentoring
- Policy Enforcement
- Staff Discipline
- Processes and Procedures
References
References available upon request.
Timeline
Player Services Supervisor
Soboba Casino Resort
02.2017 - Current
Promotions Coordinator / Supervisor
Pauma Casino
02.2004 - 08.2017
Players Club Supervisor
Pechanga Casino and Resort
05.1999 - 12.2003
High School Diploma -
Santiago High School
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