Heather Dooley
Holdenville,OK
Summary
Results-driven manager with strong scheduling and team leadership skills. Proven ability to enforce policies and maintain operational efficiency in high-pressure environments.
Overview
13
13
years of professional experience
Work History
Manager on Duty
Muscogee Creek Nation Gaming Enterprise
08.2025 - Current
- Supervised daily operations to ensure compliance with gaming regulations and standards.
- Managed staff schedules, optimizing resources for peak operational efficiency.
- Assisted in training new employees on service protocols and customer engagement techniques.
- Monitored gaming floor activities to maintain a safe and secure environment for guests.
- Conducted routine inspections of facilities to uphold cleanliness and safety standards.
Lead Security Officer/Armed Security Officer
Muscogee Creek Nation Gaming Enterprise
07.2022 - 08.2025
- Supervised security team operations, ensuring compliance with safety protocols and regulations.
- Conducted routine inspections to identify and mitigate potential security threats.
- Developed and implemented training programs for new security personnel to enhance operational effectiveness.
- Coordinated emergency response procedures, ensuring timely and efficient action during incidents.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Responded quickly to emergency situations to assess and deflect issues.
Security Officer
Muscogee Creek Nation Gaming Enterprise
07.2022 - 10.2022
- Monitored surveillance systems to detect suspicious activities and ensure safety protocols.
- Conducted regular security checks of premises to maintain a secure environment for guests and employees.
- Responded promptly to incidents, coordinating with emergency services as needed.
- Assisted in training new security personnel on standard operating procedures and emergency response protocols.
- Engaged with guests to provide exceptional customer service while ensuring adherence to safety regulations.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
Surveillance Officer
Seminole Nation Gaming Enterprise
01.2022 - 07.2022
- Monitored surveillance systems to ensure compliance with gaming regulations and security protocols.
- Conducted thorough investigations of suspicious activities within gaming premises.
- Collaborated with law enforcement agencies to address potential threats and incidents.
- Prepared detailed reports documenting incidents and findings for management review.
- Developed strong analytical skills while reviewing hours of video footage, enabling accurate identification of potential threats or criminal activity.
- Recorded audio and video of back-end money movements.
- Reviewed CCTV and patrolled grounds to maintain awareness of activity in all facility areas.
- Reviewed video feeds to observe activity at gaming tables, slot machines and in other areas.
- Reviewed video surveillance footage.
Bank Teller
BancFirst
06.2021 - 11.2021
- Processed customer transactions accurately and efficiently, enhancing service speed and customer satisfaction.
- Managed cash drawer, ensuring accurate balances and adherence to security protocols.
- Assisted customers with account inquiries, providing tailored solutions to enhance banking experience.
- Educated clients on product offerings, successfully promoting bank services and increasing engagement.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
Manager on Duty
Muscogee Creek Nation Gaming Enterprise
08.2014 - 03.2021
- Resolved customer inquiries and issues promptly, enhancing overall guest satisfaction.
- Implemented operational procedures that improved workflow consistency across departments.
- Collaborated with management to develop strategies for improving team performance and service delivery.
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Enhanced customer satisfaction through consistent monitoring of service quality and staff performance.
- Mentored junior team members for career development, offering ongoing guidance on goal setting, skill-building, and performance improvement strategies.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Cashier/Vault/Soft Count Team Member
Muscogee Creek Nation Gaming Enterprise
08.2013 - 08.2014
- Processed cash transactions accurately, ensuring efficient customer service in high-volume settings.
- Managed point-of-sale systems, resolving discrepancies and improving transaction speed.
- Trained new staff on operational procedures and customer engagement techniques.
- Oversaw daily cash drawer reconciliation, maintaining accountability and accuracy in financial reporting.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Education
High School Diploma -
New Lima High School
New Lima, OKSkills
- Customer service focus
- Training and mentoring
- Staff training and development
- Scheduling proficiency
- Policy enforcement
- Customer service
- Decision-making
- Staff discipline
Timeline
Manager on Duty
Muscogee Creek Nation Gaming Enterprise
08.2025 - Current
Lead Security Officer/Armed Security Officer
Muscogee Creek Nation Gaming Enterprise
07.2022 - 08.2025
Security Officer
Muscogee Creek Nation Gaming Enterprise
07.2022 - 10.2022
Surveillance Officer
Seminole Nation Gaming Enterprise
01.2022 - 07.2022
Bank Teller
BancFirst
06.2021 - 11.2021
Manager on Duty
Muscogee Creek Nation Gaming Enterprise
08.2014 - 03.2021
Cashier/Vault/Soft Count Team Member
Muscogee Creek Nation Gaming Enterprise
08.2013 - 08.2014
High School Diploma -
New Lima High School