Samantha Marqua
New Richmond,OH
Summary
To obtain a position using my skills and knowledge to help others. Seasoned Specialist offering 16 years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of QA terms, tools and methodologies. Committed to improving overall business processes.
Overview
17
17
years of professional experience
Work History
Security Dual Rate Supervisor
Belterra Park Casino
Cincinnati, OH
01.2023 - Current
- Check identification for age verification
- Escort Count Team during VLT drops
- Personal Confidential Information destruction and reports weekly
- Assist in managing shift of officers.
- Monitored staff performance to ensure adherence to company policies and procedures.
- Maintained daily operations logs and tracked employee attendance records.
- Provided coaching and mentoring support to team members on an individual basis.
- Supervised day-to-day activities of assigned personnel including scheduling shifts and assigning tasks.
- Developed positive business relationships with personnel and guests and built environment of mutual respect.
- Greeted guests with upbeat, professional attitude to create enjoyable atmosphere.
- Coached employees on procedures, compliance requirements and performance strategies.
- Smoothly oversaw efficient and accurate monetary transactions between house and customers.
- Monitored payment of hand-delivered jackpots to verify promptness.
- Answered patron questions about gaming machine functionality and explained how to properly use devices.
- Responded to emergency situation to provide fire protection and first-aid assistance.
- Surveilled slot machine areas of casino, checking for patron compliance with established gaming rules.
Criminal Specialist
Criminal Information Network
Cincinnati, OH
11.2006 - 04.2023
- Completing 100 to 400 criminal background investigations per day
- Reconcile invoices
- Pay invoices.
- Researched and analyzed customer feedback to identify areas of improvement.
- Coordinated with other departments to ensure efficient workflow processes.
- Provided technical support for customers in resolving complex issues.
- Created training materials for new hires on the company's procedures and policies.
- Participated in ongoing training and compliance activities.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Maintained positive working relationship with fellow staff and management.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Assessed company operations for compliance with safety standards.
Education
B.A. - Criminal Justice
Northern Kentucky
05-2006
Skills
- Quality Assurance Control
- Customer Relations
- Documentation Management
- Effective Communication
- Multitasking
- Adaptability and Flexibility
- Organizational Skills
- Time Management
- Attention to Detail
Accomplishments
Bowling League Board Member for past 20 years.
Affiliations
- Coach high school bowling team for 5 years
- Run adult women"s bowling league for 20 years
Timeline
Security Dual Rate Supervisor
Belterra Park Casino
01.2023 - Current
Criminal Specialist
Criminal Information Network
11.2006 - 04.2023
B.A. - Criminal Justice
Northern Kentucky
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