Matthew J. Serino
Old Forge
Summary
Experienced in gaming industry operations, writing detailed reports, dispute investigation, and maintaining accurate financial records. Skilled in customer service, providing quick and courteous responses to inquiries, and ensuring a positive gaming experience. Demonstrates the ability to work efficiently under pressure, managing multiple tasks simultaneously, while adhering to strict regulatory compliance. Made significant contributions to team efforts by streamlining operations, reducing wait times for customers, and improving overall satisfaction ratings.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Manager / Slot Attendant
MoheganSun Pennsylvania
Wilkes-Barre
03.2021 - Current
- Ensure compliance with gaming regulations, company policies, and ethics during shifts.
- Resolved disputes between patrons arising from misunderstandings over game rules, malfunctions, and payouts.
- Facilitate communication between multiple departments to streamline operations.
- Balance and update databases for daily and monthly financial records of slot machines and electronic table games.
- Provide reports of investigations, disputes, and large payouts to the gaming control board.
- Monitor staff performance, and address issues.
- Develop performance standard expectations and assist in updating existing SOPs to be submitted for approval and revision.
Supervisor / Slot Attendant
Mohegan Sun Pennsylvania
Wilkes-Barre
03.2017 - 03.2021
- Assisted guests with slot machine operations and troubleshooting issues.
- Prepared and presented reports on team performance, challenges, and achievements to the manager and the director.
- Maintained a professional attitude with guests while providing excellent customer service.
- Participated in team meetings with other attendants, discussing ways to improve customer service standards and speed of service.
- Identified slot machine issues, completed basic repairs, and communicated with maintenance personnel on specific issues that need further addressing.
- Trained new employees on company policies, job duties, and performance expectations.
Slot Attendant
Mohegan Sun Pennsylvania
Wilkes-Barre
11.2012 - 03.2017
- Assisted guests with slot machine operations and game rules.
- Provided excellent customer service to enhance guest experiences.
- Resolved guest inquiries and issues related to slot machines.
- Collaborated with team members to ensure smooth gaming operations.
- Reported malfunctions or technical issues to maintenance for timely repairs.
Cook
Mohegan Sun Pennsylvania
Wilkes-Barre
06.2011 - 11.2012
- Maintained cleanliness and organization of kitchen areas and equipment.
- Collaborated with team members to ensure timely meal delivery.
- Adhered to food safety guidelines and sanitation standards consistently.
- Operated kitchen equipment safely, including ovens, grills, and fryers.
- Prepared dishes in fast-paced environment working with teammates to maintain high customer satisfaction rate.
- Used standardized recipes and other instructions to prepare food.
Education
High School Diploma -
Seton Catholic High School
Pittston, PA06-2003
Some College (No Degree) - Marketing
Clarion University of Pennsylvania
Clarion, PASkills
- Slot machine operation
- Equipment maintenance
- Financial reporting
- Gaming regulations
- Technical troubleshooting
- Guest relations
- Compliance management
- Strong interdepartmental relations
- Documentation and reporting
- Dispute resolution
Certification
G2 gaming license in Pennsylvania (current)
Additional Training
- Microsoft Suites - Outlook Excel, Publisher and Teams
- Knowledge of sportsbook and table games
- Experience in customer facing roles
- Player rating - Acsc systems and Bally Gui
Timeline
Manager / Slot Attendant
MoheganSun Pennsylvania
03.2021 - Current
Supervisor / Slot Attendant
Mohegan Sun Pennsylvania
03.2017 - 03.2021
Slot Attendant
Mohegan Sun Pennsylvania
11.2012 - 03.2017
Cook
Mohegan Sun Pennsylvania
06.2011 - 11.2012
High School Diploma -
Seton Catholic High School
Some College (No Degree) - Marketing
Clarion University of Pennsylvania