Melissa Rodrigues
Palmyra
Summary
Detail-oriented Software QA Engineer with 14 years in Casino Operations, specializing in intelligent system design and integration. Expertise in risk assessment, defect tracking, and ensuring product compliance in regulated environments. Proven ability to deliver reliable, user-focused solutions while collaborating effectively across teams to maintain high standards of quality.
Overview
15
15
years of professional experience
Work History
Gaming Supervisor and Instructor
Parx Casino
Bensalem
05.2011 - Current
- 14+ years in the gaming industry PA G2 license obtained
- Solely trained and mentored 500+ employees across various table games
- Trained and mentored over 500+ new employees in table games procedures, rules, and dealing techniques, preparing them for successful PGCB gaming license approval
- Directed and collaborated with executives on Baccarat and Blackjack tournaments, ensuring seamless execution and regulatory adherence
- Supervised and coached 150+ employees daily, ensuring compliance with state regulatory rules and PGCB guidelines.
- Maintains federal and state compliances in Title 31, AML, BSA, CTR, SARS, MTL, KYC responsible gaming and other certifications
- Achieved PGCB certification for Blackjack, Roulette, Baccarat, Pai gow tiles, poker, and Asia poker to ensure compliance with state gaming regulations.
- Excelled in game protection protocols, identifying and mitigating risks while maintaining a secure and fair gaming environment for guests
- Delivered exceptional customer service by promptly addressing complaints and resolving issues, fostering positive guest interactions and satisfaction
- Managed progressive jackpot systems, Shuffle Master machinery, smart Baccarat shoes, and Bally's gaming systems, ensuring accurate tracking and operational efficiency
- Optimized table profitability through hands per hour monitoring, table minimums/maximums adjustments, and game pacing management, fostering a positive work environment and enhancing player experience
- Guided candidates through state and federal regulatory requirements for licensing eligibility, achieving high pass rates and contributing to a skilled workforce
- Developed staff into high-performing team members proficient in customer service, game integrity, and operational standards
- Led flawless 48 hour launch of progressive jackpot system achieving 100% success driving enhanced player engagement and revenue across entire property.
Software QA Engineer
AbleToBe
09.2025 - 03.2026
- Executed exploratory, smoke, and regression testing to verify functionality, usability, and stability of software applications
- Designed and executed test cases, checklists, and test scenarios
- Reported, tracked, and retested defects in Jira, ensuring accuracy, reproducibility, and timely resolution
- Partnered with QA Lead in daily stand-up meetings to align on testing priorities and project status
- Managed test cases, bug tracking, and documentation using industry tools (Jira, Kiwi TCMS, Test Rail) to streamline QA processes
Customer Service Professional
Vivint Solar
New Jersey
05.2014 - 05.2016
- Delivered thorough, personalized support for complex inquiries, achieving [95%+ CSAT / high satisfaction / positive feedback] by providing clear explanations and full resolutions.
- Managed phone/email/chat inquiries with empathy and precision, escalating when needed while maintaining strict policy/regulatory adherence.
- Resolved escalated issues through root-cause analysis, coordinating with teams for timely fixes and minimizing future occurrences.
- Educated customers on service options, benefits, and processes, enhancing customer understanding and confidence in long-term value.
- Built strong relationships through active listening and consistent follow-through, fostering customer loyalty and encouraging referrals.
- Handled sensitive or detailed consultations patiently, ensuring every customer felt heard and supported.
- Documented interactions accurately in CRM for seamless follow-up, compliance, and team reference.
Skills
- Game Compliance
- Player Verification
- Game security
- Game Integrity
- KPI management
- Reporting
- MacOS
- Windows
- Chrome DevTools
- Jira
- Problem-solving
- Management
- Team leadership
- Team mentoring
- Employee Training
- Communication
- Leadership
- Performance assessment
Web Testing
Chrome DevTools
Mobile Testing
- Android Studio
- Xcode
- ADB
- UNIX
- BrowserStack
Test Management
- Jira
- TestRail
- Kiwi TCMS
Browsers
- Chrome
- Safari
- Firefox
- Edge
Platforms
- MacOS
- Windows
- Linux
- IOS
- Android
Timeline
Software QA Engineer
AbleToBe
09.2025 - 03.2026
Customer Service Professional
Vivint Solar
05.2014 - 05.2016
Gaming Supervisor and Instructor
Parx Casino
05.2011 - Current