Michelle Phillips
Merrillville,IN
Summary
Knowledgeable in Banking and The Casino Industry and equipped to handle a fast-paced working environment. Serves customers with expertise in casino operations and personal banking. Highly proficient in handling teller work, and table games, while giving great customer service.
Overview
29
29
years of professional experience
Work History
Assistant Pit Manager
Hollywood Casino Joliet
Joliet, Illinois
07.2025 - Current
- Supervised gaming operations to ensure compliance with regulations.
- Managed staff scheduling and training for optimal performance.
- Coordinated customer service initiatives to enhance guest experience.
- Managed overall operation of casino table games in assigned pits in accordance with applicable state regulations, company policies and internal controls.
- Resolved customer complaints in a professional manner.
- Established and maintained banks and table limits for each game.
- Supervised employees by providing guidance and direction when necessary.
- Ensured all policies and procedures were followed correctly at all times.
- Oversaw day-to-day operations in the pit area ensuring everything ran smoothly.
- Supervised gaming tables and surrounding areas to enforce operational policies.
Universal Banker
Peoples Bank
Gary, IN
03.2024 - 07.2025
- Assisted customers with setting up direct deposits for their payroll checks.
- Processed deposits, withdrawals, loan payments and other financial transactions.
- Balanced currency, coin and checks in cash drawers at ends of shifts and calculated daily transactions using computers or calculators.
- Explained banking products and services such as checking accounts, savings accounts, loans and credit cards to potential customers.
- Provided guidance on establishing automatic transfers between various accounts.
- Assisted customers with online banking setup and troubleshooting issues.
- Maintained records of customer interactions and transactions in accordance with bank policies.
- Answered telephone inquiries regarding account balances, fees or general information.
- Verified customer identity through driver's license or other forms of identification.
- Provided customer service to clients by answering questions, resolving complaints and processing transactions.
- Advised customers on how to use mobile banking applications effectively.
- Educated customers about the features of different types of bank accounts available.
Table Games Floor Supervisor
Horseshoe Casino
Hammond, IN
06.2011 - 01.2024
- Responded quickly to any cheating attempts, taking appropriate action as necessary.
- Resolved customer complaints efficiently while maintaining a professional demeanor.
- Performed regular inspections of equipment used in table games to ensure safety standards were met.
- Investigated disputes between players or between players and dealers and resolved issues promptly and fairly.
- Coordinated with other departments such as security, surveillance, marketing, and finance, as needed.
- Maintained positive relationships with players, providing exceptional customer service when needed.
- Ensured compliance with all applicable gaming regulations and laws.
- Supervised the day-to-day operations of table games, including scheduling staff, assigning duties, and resolving disputes.
- Monitored performance of dealers to ensure accuracy in dealing procedures and adherence to gaming regulations.
- Collaborated with management team members to ensure that all policies and procedures were being followed correctly by employees at all times.
- Evaluated dealer performance on a regular basis and provided feedback and coaching when necessary.
- Managed overall operation of casino table games in assigned pits in accordance with applicable state regulations, company policies and internal controls.
- Promoted positive guest relations by resolving disputes quickly and offering complimentary services.
- Observed gamblers' behavior for signs of cheating such as marking, switching or counting cards and notified security staff promptly.
- Greeted guests with upbeat, professional attitude to create enjoyable atmosphere.
- Observed tables closely to spot errors and irregularities.
- Kept all games in compliance with casino and gaming standards.
Table Games Dealer
Ameristar Casino
East Chicago, IN
06.2009 - 06.2011
- Monitored patrons for signs of cheating or disruptive behavior.
- Cashed in chips for players who wished to leave the table game area.
- Dealt table games such as Blackjack, Craps, and Roulette professionally and accurately.
- Provided friendly customer service to guests at the casino table games area.
- Answered questions from patrons regarding house rules or gaming regulations.
- Assisted new players with understanding game rules and procedures.
- Collected losing bets and paid out winnings promptly and accurately.
- Adhered to established policies and procedures while dealing at tables.
- Communicated effectively with other members of the table games staff team.
- Maintained a positive attitude and professional demeanor during shifts.
Table Games Floor Supervisor
Horseshoe Casino
Hammond, IN
08.1996 - 11.2008
- Resolved customer complaints efficiently while maintaining a professional demeanor.
- Investigated disputes between players or between players and dealers and resolved issues promptly and fairly.
- Coordinated with other departments such as security, surveillance, marketing, and finance, as needed.
- Maintained positive relationships with players, providing exceptional customer service when needed.
- Ensured compliance with all applicable gaming regulations and laws.
- Supervised the day-to-day operations of table games, including scheduling staff, assigning duties, and resolving disputes.
- Monitored performance of dealers to ensure accuracy in dealing procedures and adherence to gaming regulations.
- Collaborated with management team members to ensure that all policies and procedures were being followed correctly by employees at all times.
- Evaluated dealer performance on a regular basis and provided feedback and coaching when necessary.
- Managed overall operation of casino table games in assigned pits in accordance with applicable state regulations, company policies and internal controls.
- Observed gamblers' behavior for signs of cheating such as marking, switching or counting cards and notified security staff promptly.
- Greeted guests with upbeat, professional attitude to create enjoyable atmosphere.
Education
Bachelor of Science - Business Management
University of Phoenix
03-2021
Skills
- Customer Needs Assessment
- Transaction Processing
- Payment Processing
- Team Management
- Guest Relations
- Policy Enforcement
- Greeting guests
- Resolving Complaints
- Patron satisfaction
- Multitasking
Education and Training
other
Timeline
Assistant Pit Manager
Hollywood Casino Joliet
07.2025 - Current
Universal Banker
Peoples Bank
03.2024 - 07.2025
Table Games Floor Supervisor
Horseshoe Casino
06.2011 - 01.2024
Table Games Dealer
Ameristar Casino
06.2009 - 06.2011
Table Games Floor Supervisor
Horseshoe Casino
08.1996 - 11.2008
Bachelor of Science - Business Management
University of Phoenix