Josh Heath
Bangor,ME
Summary
Service-driven professional with 7-year background in gaming and banking sector. Personable and reliable desiring opportunity to use intelligence and problem solving skills in busy environment.
Overview
8
8
years of professional experience
Work History
Player Services Assistant Manager
Hollywood Casino Bangor
Bangor, ME
03.2018 - Current
- Delegated daily tasks to team members to optimize group productivity.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Collaborated with department manager to develop strategies for achieving sales and profit goals.
- Learned and maintained an understanding of accounting policies and procedures encompassing cage operations.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
- Maintained current understanding of company offerings to better serve customers and team members.
- Prioritized and delegated tasks for efficient completion within team environment.
- Evaluated performance of team members and provided consistent coaching to improve skills.
- Handled responsibilities successfully upon department manager's absence.
Player Services Representative
Hollywood Casino Bangor
Bangor, ME
07.2016 - 03.2018
- Delivered exceptional customer service to guests by explaining game rules and promptly answering questions.
- Cultivated loyal customer base by providing excellent customer service.
- Resolved client issues by delivering excellent customer service and maintaining positive attitude.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Managed customer complaints and rectified issues to complete satisfaction.
- Performed preventative maintenance tasks to keep point-of-sale system in operable condition.
Education
Bachelor of Arts - Business Administration
Southern New Hampshire University
Hooksett, NH10-2023
Associate of Arts - Liberal Studies
Eastern Maine Community College
Bangor, ME06.2015
Skills
- Problem Resolution
- Product and Service Knowledge
- Documentation and Reporting
- Scheduling and Coordinating
- Teamwork and Collaboration
- Verbal and Written Communication
- Employee Development
Timeline
Player Services Assistant Manager
Hollywood Casino Bangor
03.2018 - Current
Player Services Representative
Hollywood Casino Bangor
07.2016 - 03.2018
Bachelor of Arts - Business Administration
Southern New Hampshire University
Associate of Arts - Liberal Studies
Eastern Maine Community College