Shenara Hadley
Denham Springs,LA
Summary
Dedicated Operations Manager dedicated to employing proven methods and cutting-edge technology to meet business performance expectations. Recognized for successful implementation of measures to cut costs, streamline operations and increase productivity. Detailed approach to maintaining high threshold for business operations.
Overview
19
19
years of professional experience
Work History
Slot Operations Manager
Belle of Baton Rouge Casino
Baton Rouge, LA
05.2023 - Current
- Managing the daily operations and revenue management
- Responsible for forecasting, product planning, capital planning, lease and WAP management, product performance, and operation and technical team development to deliver an exceptional customer experience.
- Reconfigure slot floor to bring more energy and customer flow.
- Developing and Operational, Technical, and Beverage Staff
Interim Slot Operations Manager
Belle of Baton Rouge Casino
Baton Rouge, LA
01.2023 - 05.2023
- Developed key performance indicators to measure effectiveness of operational processes.
- Trained, coached, and mentored staff to ensure smooth adoption of Konami Synkros sytem.
- Developed and review slot internal controls and procedures to maintain integrity of assets.
- Created a culture of continuous improvement where guest service was paramount by relentlessly striving to improve key service metrics daily
Slot Technician Supervisor
Belle of Baton Rouge Casino
Baton Rouge, LA
03.2015 - 01.2023
- Served as primary point of contact for external vendors providing services for slot machines.
- Identified and attended to potential malfunctions to optimize operations and potential revenue.
- Analyzed data from various sources to determine trends in machine performance over time.
- Ensured that all gaming machines were properly calibrated according to state regulations and industry standards.
- Updated internal databases with information about new games, software updates.
Casino Service Supervisor
Belle of Baton Rouge Casino
Baton Rouge, LA
01.2014 - 03.2015
- Follow all company and department policies and procedures
- Provide exemplary customer service
- Supervises the Slot Attendants, including ongoing training, coaching, counseling and rewarding performance, conducting timely performance appraisals, and completing related paperwork and maintaining employee files and documents in a secure office
- Oversees the various functions of casino operation for a regular shift as assigned
Slot Supervisor (Promotion)
Hollywood Casino
Baton Rouge, LA
12.2010 - 01.2014
- Monitors casino gaming floor, observing both patrons and employees to ensure compliance with Louisiana Gaming
- Ensured sufficient staffing levels conducive to business needs
- Trained slot attendants ensuring they were well equipped with knowledge and resources to process taxable and nontaxable jackpots according to Louisiana State Gaming Regulations, Internal Controls and company policies
- Resolved guest disputes as it adheres to company policies and procedures
- Explain and interpret operating rules of house to patrons.
Administrative Assistant
Kelly Services
Baton Rouge, LA
08.2009 - 01.2011
- Served as a liaison between departments and operating units in the resolution of day-to-day administrative and operational problems
- Provide administrative/secretarial support for various departments/divisions such as answering telephones, assisting visitors and resolving a range of administrative problems and inquiries
- Organizes and prioritizes large volumes of information and calls.
Slot Attendant
Hollywood Casino
Baton Rouge, LA
08.2010 - 01.2011
- Provide courteous service to guests and be cordial to all team members
- Provide accurate and professional service to guests in a timely and friendly manner
- Offer accessibility to guests by constantly monitoring assigned areas
- Knowledge and ability to service and repair minor slot machine malfunctions.
Retail Supervisor
Hollywood Casino
Baton Rouge, LA
08.2009 - 08.2010
- Supervised retail team training and orientation processes
- Managed inventory in coordination with purchasing and receiving department
- Responded to guest queries and complaints in a prompt and professional manner
- Made recommendations to vendors for merchandising goods and retail lines.
Cashier
Sears
Houma, LA
01.2005 - 08.2009
- Takes ownership for enhancing the customer experience
- Partners with selling and sales support associates to provide superior customer service (i.e., assist customers, answer phones)
- Leverages technology in order to facilitate the customer experience
- Completes customer transactions accurately and efficiently at point-of-sale
- Executes consistent operational and selling processes.
Education
Bachelor of Arts - Political Science
Southern University A&M College
07-2011
Some College (No Degree) - Public Administration
Capella University
Skills
- Effective leader
- Project Management
- Deadline-Oriented
- Operations Management
- Efficient Multi-tasker
- Hospitality Experience
- Customer Retention
- Profit and Loss Statements
Accomplishments
- Opened The Queen Casino
- Supervisor of the Quarter
- Student Government Association 2005-2009
- Published Poet
- Association for Women Students 2005-2009
LEADERSHIP & VOLUNTEERISM
- Belle of Baton Rouge Casino Leadership Team
- Diversity, Equity, & Inclusion Committee
- HOPE Fund Committee
- St. Vincent de Paul
- Greater Baton Rouge Food Bank
- BRAC Clean Up
References
References available upon request.
Timeline
Slot Operations Manager
Belle of Baton Rouge Casino
05.2023 - Current
Interim Slot Operations Manager
Belle of Baton Rouge Casino
01.2023 - 05.2023
Slot Technician Supervisor
Belle of Baton Rouge Casino
03.2015 - 01.2023
Casino Service Supervisor
Belle of Baton Rouge Casino
01.2014 - 03.2015
Slot Supervisor (Promotion)
Hollywood Casino
12.2010 - 01.2014
Slot Attendant
Hollywood Casino
08.2010 - 01.2011
Administrative Assistant
Kelly Services
08.2009 - 01.2011
Retail Supervisor
Hollywood Casino
08.2009 - 08.2010
Cashier
Sears
01.2005 - 08.2009
Bachelor of Arts - Political Science
Southern University A&M College
Some College (No Degree) - Public Administration
Capella University
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