Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Maritza Hernandez-Lopez

Bullhead City,AZ

Summary

Proven leader at Edgewater Hotel & Casino, adept in software knowledge and customer service, enhanced gaming compliance, and customer satisfaction. Spearheaded audits and security collaborations, boosting revenue and team performance through problem-solving and creative direction. Achievements include elevating service quality and implementing efficient team training, showcasing exceptional attention to detail and community management skills.

Overview

17
17
years of professional experience

Work History

Casino Operations Manager

Edgewater Hotel & Casino
06.2020 - 06.2024
  • Conducted 1-20 audits of gaming activities, ensuring compliance with regulatory requirements and maintaining accurate records.
  • Responded with 100% care to customer concerns to leave each customer satisfied and build reputation of service.
  • Collaborated with security teams to maintain a safe and secure gaming environment, reducing incidents of theft or cheating.
  • Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.

Asst. Casino Operations Manager

Edgewater Hotel & Casino
06.2016 - 06.2020
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved 1-5 monthly staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.

Table Games Dual Rate Dealer

Edgewater Hotel & Casino
04.2007 - 06.2016
  • Contributed 100% to employee training initiatives by sharing expertise in table games dealing techniques and casino etiquette.
  • Accurately tracked bets, managed player accounts, and provided timely payouts, enhancing credibility within the gaming industry.
  • Boosted company revenue by efficiently managing game tables, ensuring accurate payouts, and encouraging player participation.
  • Improved customer satisfaction by providing exceptional service and maintaining a friendly demeanor at table games.

Education

High School Diploma -

East Campus Hanford High
Hanford, CA
03.1997

Skills

  • Software Knowledge
  • Creative Direction
  • Community Management
  • Customer Service
  • Problem-Solving
  • Team building

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Casino Operations Manager

Edgewater Hotel & Casino
06.2020 - 06.2024

Asst. Casino Operations Manager

Edgewater Hotel & Casino
06.2016 - 06.2020

Table Games Dual Rate Dealer

Edgewater Hotel & Casino
04.2007 - 06.2016

High School Diploma -

East Campus Hanford High

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Maritza Hernandez-Lopez