Melissa Hepp
Shiloh
Summary
Rational Surveillance Operator with extensive knowledge of table games and cage procedures for large gaming establishments. Reliable and willing to track suspicious activities and behavior throughout public areas. Ready to utilize exceptional organizational and decision making talents in a new role with a terrific organization. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
31
31
years of professional experience
Work History
Surveillance Supervisor
Fanduel Sportsbook
03.2021 - Current
- Improved team performance with comprehensive training programs on surveillance techniques and procedures.
- Streamlined communication between departments, ensuring timely response to potential security incidents.
- Minimized risk of theft or fraud through diligent monitoring of gaming floor activities and transactions.
- Ensured compliance with state regulations, conducting regular audits of surveillance practices and equipment functionality.
- Collaborated with law enforcement agencies, providing critical information during investigations related to the casino property.
- Managed a team of surveillance operators, fostering a professional work environment focused on accurate observation and reporting skills.
- Optimized resource allocation by analyzing staff schedules and adjusting as needed to maintain adequate coverage during peak hours.
- Increased accuracy in incident reporting through consistent documentation processes and effective analysis of video footage.
- Promoted employee development with ongoing feedback, coaching sessions, and performance evaluations for all members of the surveillance team.
- Supported casino operations by identifying suspicious behavior patterns or activities that could potentially harm business interests or customer satisfaction levels.
- Coordinated response efforts during emergency situations, liaising with external security teams or first responders as needed to maintain safety and order throughout casino property.
- Operated surveillance equipment, video recorders and computers to monitor activities within facility.
- Documented suspicious activity and events through detailed reports, submitting timely updates to supervisor.
- Researched cheating methods and advantage play systems to quickly identify illegal activity.
- Reviewed video feeds to observe activity at gaming tables, slot machines and in other areas.
- Maintained log of surveillance operations, noting discrepancies or suspicious activity.
- Reviewed video surveillance footage.
- Reported violators and incidents to correct staff members and followed up with detailed documentation.
- Reported violations of policies, laws and suspicious behaviors to on-site security personnel or local law enforcement.
- Supervised or trained surveillance observers.
- Identified illegal activities and alerted floor security personnel to address concerns.
- Reviewed live and archived video surveillance footage for investigative purposes.
- Used electronic surveillance cameras to watch tables and other gambling activities on gaming floor, tracking suspicious activities and documenting identified violations.
- Remained composed and calm even when situations were stressful or had escalated in order to effectively contribute to security needs.
- Oversaw floor agents during interactions with customers.
- Trained surveillance observers on key factors to watch for and internal reporting procedures.
- Observed casino or casino hotel operations for cheating or theft by employees or patrons using audio and video equipment and one-way mirrors.
- Verified compliance with internal policies during monetary transportation activities.
Surveillance Operator
Penn Gaming
08.2018 - 03.2021
- Assisted in maintaining a safe gaming environment through prompt reporting of potential threats or violations.
- Contributed to loss prevention efforts by conducting thorough video reviews of suspected incidents.
- Collaborated with other departments to ensure effective communication and seamless coordination during emergency situations.
- Ensured compliance with gaming regulations by consistently monitoring operations and reporting any discrepancies observed.
- Increased efficiency by effectively multitasking between multiple screens, camera angles, and areas under observation.
- Demonstrated strong attention to detail while scanning large crowds for signs of cheating, theft, or other illicit activities.
- Aided in resolving disputes among patrons or employees by providing unbiased visual evidence from surveillance recordings.
- Conducted audits of cashier transactions, ensuring accuracy and detecting any signs of fraud or theft.
- Assisted management in evaluating employee performance through discreet observation and analysis of work habits.
- Maintained strict confidentiality regarding sensitive information obtained during surveillance activities to protect both patrons'' privacy and casino integrity.
- Enhanced teamwork within the department by sharing knowledge and expertise with fellow Surveillance Operators during shift handovers or briefings.
- Demonstrated professionalism and commitment to excellence by consistently adhering to established policies, procedures, and regulatory requirements.
- Operated surveillance equipment, video recorders and computers to monitor activities within facility.
- Documented suspicious activity and events through detailed reports, submitting timely updates to supervisor.
- Researched cheating methods and advantage play systems to quickly identify illegal activity.
- Reviewed video feeds to observe activity at gaming tables, slot machines and in other areas.
- Maintained log of surveillance operations, noting discrepancies or suspicious activity.
- Identified illegal activities and alerted floor security personnel to address concerns.
- Reported violators and incidents to correct staff members and followed up with detailed documentation.
- Reported violations of policies, laws and suspicious behaviors to on-site security personnel or local law enforcement.
- Reviewed video surveillance footage.
- Reviewed live and archived video surveillance footage for investigative purposes.
- Used electronic surveillance cameras to watch tables and other gambling activities on gaming floor, tracking suspicious activities and documenting identified violations.
- Oversaw floor agents during interactions with customers.
- Observed casino or casino hotel operations for cheating or theft by employees or patrons using audio and video equipment and one-way mirrors.
- Observed hotel and gambling floor operations for irregular activities indicative of cheating or illegal behavior.
- Monitored gambling activities for compliance with state and local regulations.
- Remained composed and calm even when situations were stressful or had escalated in order to effectively contribute to security needs.
- Utilized well-developed interpersonal and communication talents to work well with upper management, fellow team members and casino patrons.
- Verified compliance with internal policies during monetary transportation activities.
Table Games Floor Supervisor
Casino Queen
05.1993 - 08.2018
- Enhanced customer experiences by maintaining a professional and welcoming gaming environment.
- Streamlined dealer rotation schedules for greater efficiency and improved team morale.
- Promoted responsible gaming by closely monitoring player behavior and intervening when necessary.
- Assisted in the training and development of new dealers, resulting in increased dealer proficiency and game knowledge.
- Managed disputes diplomatically, ensuring fair resolutions while maintaining a positive atmosphere for all guests.
- Ensured compliance with state gaming regulations through vigilant observation of table games and staff performance.
- Maximized profitability by effectively managing chip inventory, game pace, and staffing levels during peak times.
- Provided exceptional guest service, resulting in repeat business and positive word-of-mouth referrals.
- Conducted regular performance evaluations of table games staff, identifying areas for improvement and providing constructive feedback.
- Maintained accurate records of player ratings to assist marketing efforts in targeting high-value guests for promotional offers.
- Collaborated with surveillance teams to identify potential threats or cheating incidents before they escalated into larger issues.
- Served as a mentor to new floor supervisors, offering guidance and support as they acclimated to their roles within the casino environment.
- Contributed to a culture of continuous improvement by regularly participating in meetings and providing valuable input on ways to enhance department operations.
- Trained employees in procedures, compliance standards and strategies for accomplishing objectives.
- Oversaw area games to maintain security and compliance.
- Watched closely to catch errors and notified surveillance of irregularities.
- Interacted with guests to promote positive atmosphere by greeting with friendly tone and wishing good luck.
- Trained, supervised and evaluated workers.
- Eliminated customer service issues by quickly resolving disputes and correcting problems.
- Watched gamblers on floor to isolate cheaters by identifying card counting or marking cards.
- Listened effectively and used issue resolution skills to efficiently handle guest complaints and promote brand loyalty.
- Performed paperwork required for monetary transactions.
- Monitored game operations to enforce house rules as well as tribal, state and federal regulations.
- Met coverage demands by moving dealers around and reorganizing strategies based on current needs.
- Efficiently managed accurate money transfers and protected transactions with standardized procedures.
- Observed players for signs of cheating, notifying security staff of discovered evidence.
- Established and maintained banks and table bet limits for each supervised game.
- Supervised distribution of complimentary meals, rooms and other discounted bonuses.
Education
High School Diploma -
East Duplin High School
Beulaville, NC06.1985
Skills
- Ethical Conduct
- Problem Solving
- Time Management
- Technical Troubleshooting
- Report Writing
- Computer Proficiency
- Regulatory Compliance
- Effective Communication
- Attention to Detail
- Emergency Preparedness
- Adaptability
- Organizational Skills
- Video Surveillance Expertise
- Stress Management
- Team Leadership
- Risk Assessment
- Policy and Procedure Understanding
- Accurate Incident Reporting
- Large Payout Verification
- Suspicious Activity Monitoring
- Facility Monitoring and Oversight
- Theft Identification
- Activity Monitoring
- Violation Reporting
- Property Surveillance
- Cheating Monitoring
- Gaming Law Enforcement
Timeline
Surveillance Supervisor
Fanduel Sportsbook
03.2021 - Current
Surveillance Operator
Penn Gaming
08.2018 - 03.2021
Table Games Floor Supervisor
Casino Queen
05.1993 - 08.2018
High School Diploma -
East Duplin High School
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