Joel Rivera
Plainfield,CT
Summary
Dynamic and results-driven professional with extensive experience at Mohegan Sun Casino, excelling in equipment troubleshooting and effective communication. Proven track record in enhancing customer satisfaction and ensuring compliance with gaming regulations. Strong leadership skills demonstrated through successful staff training and incident resolution, consistently achieving operational excellence.
Overview
22
22
years of professional experience
Work History
Assistant Slot Shift Manager
Mohegan Sun Casino
Uncasville, CT
12.2022 - Current
- Supervised daily slot operations and ensured staff compliance with policies.
- Assisted guests with slot machine inquiries and resolved technical issues.
- Documented incidents and prepared reports for management review as needed.
- Resolved customer complaints promptly and professionally.
- Supervised daily operations of slot machines and gaming areas.
- Trained new staff on procedures and customer service standards.
- Monitored compliance with gaming regulations and company policies.
- Coordinated maintenance requests for slot machines and equipment issues.
- Conducted regular inspections of slot areas for cleanliness and functionality.
- Verified jackpots paid out to customers and monitored payouts for accuracy.
- Ensured that all slot machine areas were properly staffed and supervised staff members on the floor.
- Assisted Slot Shift Manager in overseeing the daily operations of slot machines and personnel.
- Assessed staffing levels to verify proper shift coverage, staff rotations and breaks.
- Addressed patron complaints and quickly payout errors and disputes.
Count Room Attendant - NRT
Mohegan Sun Casino
Uncasville, CT
03.2014 - 12.2022
- Maintained accurate records of currency and chip counts.
- Processed and verified cash and gaming receipts daily.
- Operated counting equipment and utilized cash management systems.
- Communicated discrepancies promptly to management for resolution.
- Ensured cleanliness and organization of count room facilities.
- Managed multiple tasks simultaneously while maintaining attention to detail.
- Performed daily balancing of funds to ensure compliance with established policies and procedures.
- Troubleshot malfunctions and diagnosed issues to service equipment quickly and fully.
- Implemented troubleshooting tactics to identify causes of poor machine performance.
- Monitored CHS BackOffice and responded to NRT outages.
- Performed emergency fills on NRT units to replenish monetary funds.
- Assisted NRT Service Technicians for troubleshoots.
- Responded and fixed NRT outages when a NRT Service Techinician was unavailable.
- Cleared major jams in NRT units that occured during my shift.
Slot Support Attendant
Mohegan Sun Casino
Uncasville, CT
05.2006 - 03.2014
- Operated counting equipment and utilized cash management systems.
- Performed daily balancing of funds to ensure compliance with established policies and procedures.
- Replenished monetary funds in NRT machines
- Monitored CHS Back Office for NRT outages.
- Performed troubleshoots at NRT units to fix outages.
- Resolved customer complaints in a professional manner while ensuring customer satisfaction.
- Dual Rated as a Slot Support Floor Manager when needed.
Slot Auxillary Attendant
Mohegan Sun Casino
Uncasville, CT
02.2003 - 05.2006
- Replenished Coin bags under slot machine bases.
- Ensured that all customer service standards were met or exceeded during each shift.
- Sorted and organized currency and coins for accurate counting.
Skills
- Equipment troubleshooting
- Problem solving
- Effective communication
- Attention to detail
- Incident reporting
- Customer service
- Machine maintenance
- Strong leadership
Languages
English
Professional
Spanish
Professional
Timeline
Assistant Slot Shift Manager
Mohegan Sun Casino
12.2022 - Current
Count Room Attendant - NRT
Mohegan Sun Casino
03.2014 - 12.2022
Slot Support Attendant
Mohegan Sun Casino
05.2006 - 03.2014
Slot Auxillary Attendant
Mohegan Sun Casino
02.2003 - 05.2006
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