Robin O'Neill
Baltimore,Maryland
Summary
A highly dedicated and results-oriented operations manager, with diverse experience in staff training, policy and program development, event planning, performance management strategies, and office management. Provides excellent leadership through organizational and communication skills, with a strong ability to work within diverse cross-functional teams in addition to independently manage multiple assignments. An innovative and resourceful problem-solver, who ensures employee engagement, customer service, and operational efficiency.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Table Games Dual Rate Supervisor
PENN ENTERTAINMENT / HOLLYWOOD CASINO
11.2023 - Current
- Leads table games dealers to create legendary customer service
- Ensures operational and game integrity
- Tracks guest play and relayed all pertinent information to immediate supervisor
- Handles guest concerns quickly and efficiently
- Also serves as Table Games Dealer if business needs indicate
- Executes changes in table games limits to meet customer demand and needs of business as directed by Shift Manager
- Informed Shift Manager and surveillance team of unnatural or irregular play
- Maintains bank floats.
Pit Manager
Caesars Entertainment / Horseshoe Baltimore
06.2019 - 10.2023
- Supervised staff and gaming floor operations
- Supported operational goals and monitored achievement of performance, customer service, and profit objectives
- Maintained chips and gaming equipment inventory and related record keeping, based on audit requirements
- Verified table inventories and effectively managed table limits
- Monitored chips and cash transactions between dealers and customers, and ensured proper payout amounts
- Oversaw engagement of all team members by addressing and managing feedback, suggestions, complaints, and grievances
- Ensured regulatory compliance and reported potential issues to management
- Maintained strict confidentiality in departmental and company matters.
Dealer Academy Supervisor/ Instructor
Caesars Entertainment / Horseshoe Baltimore
01.2016 - 06.2019
- Recreated the syllabus and instruction manual to streamline educational trainings
- Acted as a liaison to move individuals forward into the lottery licensing phase for potential hires and then tracked their progress through licensing and the audition
- Developed reference guide pamphlet to department policy and procedure for new dealers
- Organized academy materials as directed by Vice President of Gaming Operations
- Oversaw new dealer orientation regarding basic department policy and procedures with facility tour
- Conducted other training activities as directed by Vice President of Gaming Operations
- Led table games dealer team to create continuous improvements in the employee experience.
Table Games Dealer
Horseshoe Casino Baltimore
07.2014 - 01.2016
- Handled and shuffled cards and playing pieces to maintain game integrity.
- Managed chips and money transactions with attention to detail to prevent fraud.
- Answered players questions and resolved disputes to provide excellent customer service.
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Assisted players with placing bets, educating on game rules to increase understanding.
- Adhered to all gaming regulations and procedures to maintain legal and ethical operation.
News Director / Advertising Consultant
Independent Contractor
03.2009 - 07.2014
- Drafted news headlines for broadcasting to capture listeners with clear and condensed writing.
- Fact-checked breaking news headlines by performing background research.
- Edited, proofread and fact-checked content for accuracy.
- Used Adobe Audition to produce and edit stories.
- Final production transferred to client via FTP server.
Accounts-Receivable Specialist
Centric Business Systems
02.2007 - 03.2009
- Provided customer service for accounts, detailed answers to customer questions, and research of varied issues on accounts and balances
- Skip-traced, located, monitored, and serviced delinquent accounts, using computer system software.
- Monitored accounts to verify compliance with payment terms and schedules.
- Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
- Developed and maintained positive relationships with clients to maximize collections.
- Negotiated payment arrangements with customers to establish timely receipt of payments.
Office Manager / Chief Operator
WCTG - Sebago Broadcasting, LLC
01.2004 - 01.2007
- Prepared quarterly programs and issues report for FCC
- Created and supervised national and regional public service announcements
- Completed, managed, and evaluated daily music logs and commercial traffic logs
- Managed accounts receivable and monthly billing for advertisers and customers.
General Manager
WVES - Chincoteague Broadcasting Corporation
06.1996 - 01.2004
- Responsible for overseeing all aspects of the station including, not limited to, personnel, regulations, and programming.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Developed and maintained relationships with customers and suppliers through account development.
- Formulated policies and procedures to streamline operations.
- Trained new employees on proper protocols and customer service standards.
Education
Business Administration
The Community College of Baltimore County
Catonsville, MDBusiness Administration
University of Maryland - University College
Hyattsville, MDSkills
- Microsoft Office Suite
- Customer Service
- Problem Solving
- Ethical Conduct
- Critical Thinking
- Time Management
- Organizational Skills
- Multitasking Abilities
Websites
Certification
Maryland Gaming License
Timeline
Table Games Dual Rate Supervisor
PENN ENTERTAINMENT / HOLLYWOOD CASINO
11.2023 - Current
Pit Manager
Caesars Entertainment / Horseshoe Baltimore
06.2019 - 10.2023
Dealer Academy Supervisor/ Instructor
Caesars Entertainment / Horseshoe Baltimore
01.2016 - 06.2019
Table Games Dealer
Horseshoe Casino Baltimore
07.2014 - 01.2016
News Director / Advertising Consultant
Independent Contractor
03.2009 - 07.2014
Accounts-Receivable Specialist
Centric Business Systems
02.2007 - 03.2009
Office Manager / Chief Operator
WCTG - Sebago Broadcasting, LLC
01.2004 - 01.2007
General Manager
WVES - Chincoteague Broadcasting Corporation
06.1996 - 01.2004
Business Administration
The Community College of Baltimore County
Business Administration
University of Maryland - University College
Maryland Gaming License
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