Summary
Overview
Work History
Education
Skills
Timeline
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Irma I. Mercado

Norwich,CT

Summary

Offering 30 years of experience in the Casino/Gaming Industry, encompassing expertise in casino games supervision, operation, and protection. Gaming experience includes: Black Jack, Craps, Baccarat and Roulette. Ability to manage a great variety of tasks and responsibilities simultaneously and effectively. Exercise prudent judgement in decision making areas. A team player with the proven ability to train and motivate others through effective communication. Career reflects hard work, reliability,competence and confidence underscored by personal commitment to excellence.

Overview

30
30
years of professional experience

Work History

Casino Pit Manager/Table Games Assistant Shift Manager

MGM Springfield
07.2018 - Current
  • Responsible for leading floor supervisors and dealers to provide excellent guest service internally and externally.
  • Resolving guest disputes, while focusing on guest retention and company assets
  • Training those i lead to provide the highest guest service while focusing on game protection and integrity of the games.
  • Opened MGM Springfield, trained new dealers and floors open the property to make memories that last a life time for each customer.
  • Enhanced casino revenue by effectively managing the gaming floor and ensuring smooth operations.

Dual Pit Manager

Mohegan Sun
07.2012 - 03.2018
  • Oversee gaming operations and personnel throughout assigned gaming areas.
  • Assist and motivate team members to provide fresh, focused, friendly, fun to all our guests.
  • Maintain the integrity and protection of all casino games.
  • Provide a superior level of guest service that exceeds expectations.

Table Games Floor Supervisor

Mohegan Sun
05.2007 - 07.2012
  • Exercise total diligence and professionalism in the supervision of table games with emphasis on integrity and protection of casino games.
  • Ensure rules and procedures were in compliance.
  • Promoting positive guest interaction and relations.

Table Games Dealer

Mohegan Sun
01.2003 - 05.2007
  • Inspected cards and equipment to be used in games to ensure that they were in good condition.
  • Paid winnings and collected losing bets as established by the rules and procedures of the specific game.
  • Assisted guest with questions on casino activities or referred to appropriate personnel.

Table Games Floor Supervisor

Mayagüez Resort and Casino
05.1996 - 12.2002
  • Enforced the procedures of each game.
  • Tracked player activity and developed relationships with players.
  • Managed, directed and supervised the overall operation of assigned area in compliance with established policies.

Table Games Dealer

Holiday Inn Mayaguez & Tropical Casino
04.1994 - 05.1996
  • Paid winnings and collected losing bets as established by the rules and procedures of each specific game.
  • Dealt various casino games such as craps, blackjack, baccarat and  roulette.

Education

High School Diploma - undefined

Juan Ruiz Pedroza High School
Rincon, PR
1989

Skills

  • Handle customer disputes, and provide top quality customer service to guests
  • Monitors security of bankrolls at all table gaming locations to ensure proper accounting of bankrolls
  • Fully Bilingual in English and Spanish
  • Sound knowledge of casino games such as Blackjack, Baccarat, Craps and Roulette
  • Assists with procedures, schedules and evaluates personnel in keeping with company policies and procedures
  • Grants complimentary services to players according to established guidelines, and resolves guest complaints or problems to ensure courteous and friendly service to all gaming customers

Timeline

Casino Pit Manager/Table Games Assistant Shift Manager

MGM Springfield
07.2018 - Current

Dual Pit Manager

Mohegan Sun
07.2012 - 03.2018

Table Games Floor Supervisor

Mohegan Sun
05.2007 - 07.2012

Table Games Dealer

Mohegan Sun
01.2003 - 05.2007

Table Games Floor Supervisor

Mayagüez Resort and Casino
05.1996 - 12.2002

Table Games Dealer

Holiday Inn Mayaguez & Tropical Casino
04.1994 - 05.1996

High School Diploma - undefined

Juan Ruiz Pedroza High School

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Irma I. Mercado