Sara Cox
Godfrey,IL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Casino Operations Assistant Shift Manager
Argosy Alton Casino
04.2023 - Current
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Developed detailed plans based on broad guidance and direction.
Casino Operations Dual Assistant Shift Manager
Hollywood Casino St. Louis
11.2020 - 04.2023
- Recruited and trained new employees to meet job requirements.
- Assigned work and monitored performance of table games dealers and staff
- Delegated work to staff, setting priorities and goals.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Followed and gave work instructions while providing resources to ensure customer service standards were met.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with team members to review performance and priorities and provide feedback.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Supervised monetary transactions and tracked customer play
- Monitored gaming tables to maintain correct gaming procedures
Table Games Dealer
Lumiere Casino
06.2019 - 08.2020
- Ensured game protection, maintained inspection of cards, and ensured gaming compliance.
- Verified bank fills in conjunction with floor managers and security.
- Opening and closing games, verifying bank rack.
- Observed gamblers to identify marking, switching and counting cards.
- Monitored behavior of players while dealing cards in various games.
- Provided gambling chips and coin money in exchange for legal currency for players to join in games.
- Communicated with supervisors and managers about suspicious or unruly behavior from patrons.
- Performed functional game duties quickly by efficiently handling money and chips.
- Explained rules, took bets and delivered payouts to facilitate movement of games.
- Maintained enjoyable environment by entertaining and engaging players at tables.
- Greeted incoming guests with enthusiasm to promote fun, memorable and exciting experience.
- Provided excellent service and attention to customers.
- Recognized by management for providing exceptional customer service.
Table Games Dealer
Argosy Alton Casino
02.2018 - 06.2019
- Ensured game protection, maintained inspection of cards, and ensured gaming compliance.
- Verified bank fills in conjunction with floor managers and security.
- Opening and closing games, verifying bank rack.
- Observed gamblers to identify marking, switching and counting cards.
- Monitored behavior of players while dealing cards in various games.
- Provided gambling chips and coin money in exchange for legal currency for players to join in games.
- Communicated with supervisors and managers about suspicious or unruly behavior from patrons.
- Performed functional game duties quickly by efficiently handling money and chips.
- Explained rules, took bets and delivered payouts to facilitate movement of games.
- Maintained enjoyable environment by entertaining and engaging players at tables.
- Greeted incoming guests with enthusiasm to promote fun, memorable and exciting experience.
- Provided excellent service and attention to customers.
- Recognized by management for providing exceptional customer service.
Education
Some College (No Degree) - Associate in Science
Southwestern Illinois College
Belleville, ILSkills
- Team Building
- Verbal and Written Communication
- Problem Resolution
- Game Protection
- Performance Tracking and Evaluation
- Employee Coaching and Motivation
- Staff Training
- Teamwork and Collaboration
- Work Planning and Prioritization
- Complex Problem Solving
- Goal Setting
- Managing Operations and Efficiency
- Team Leadership
- Decision Making
- Time Management
- Customer Service
- Conflict Resolution
- Computer Skills
- Calm Under Pressure
- Performance Evaluations
- Professional Relationships
- Emergency Situations
- Customer Retention
- Team Contribution
- Procedure Planning
- Personnel Scheduling
- Operational Procedures
- Employee Performance Evaluations
- Shift Coverage
- Daily Workflow Improvement
- Manage Schedules
- Assignment Delegation
- Performance Goals
- Practice Management
- Customer Care
- Operational Planning
- Customer Inquiries
- Shift Scheduling
- Team Goals
- Customer Accounts Management
Certification
- TIPS certification
- Aces Training
- Diversity in the workplace training
- Certified EMT
Timeline
Casino Operations Assistant Shift Manager
Argosy Alton Casino
04.2023 - Current
Casino Operations Dual Assistant Shift Manager
Hollywood Casino St. Louis
11.2020 - 04.2023
Table Games Dealer
Lumiere Casino
06.2019 - 08.2020
Table Games Dealer
Argosy Alton Casino
02.2018 - 06.2019
Some College (No Degree) - Associate in Science
Southwestern Illinois College
- TIPS certification
- Aces Training
- Diversity in the workplace training
- Certified EMT
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