Sue Mullin
Coconut Creek,FL
Summary
Dynamic leader with 25 years at Seminole Indian Casino, excelling in guest service and training development. Enhanced new hire productivity through innovative training methods and created effective auditing system, significantly reducing revenue loss. Proficient in Excel and committed to compliance, ensuring operational excellence and memorable guest experiences.
Overview
22
22
years of professional experience
Work History
Assistant Manager
Seminole Casino Coconut Creek
Coconut Creek, FL
10.2023 - Current
- Collaborate with the Slot Shift Manager on business operations and compliance oversight for the team.
- Organized scheduling for team members to ensure adequate staffing levels.
- Lead quarterly focus group meetings to solicit feedback and clarify expectations.
- Address guest disputes diplomatically, enhancing the guest experience.
- Evaluate team member performance to support growth initiatives.
- Setting a positive example to foster team respect.
- Support the development of new leaders to ensure that they reach their full potential.
- Aligning with other departments to ensure a successful business environment.
Slot Supervisor/Training and Development Supervisor
Seminole Indian Casino
Coconut Creek, Fl
11.2011 - 10.2023
- Demonstrated excellence in multiple roles of increasing responsibility during twenty year tenure in rapidly growing, fast paced 24x7 Casino.
- Increased productivity and confidence for new hires by hosting a full day training class.
- Write, direct, film, and edit training videos to ensure our team has the essential tools for success.
- Provided leadership in those roles, creating and implementing guidelines/training tools.
- Excellent ability to give our guests the ultimate experience to keep them coming back.
- Overseeing daily performance and following up on progress in mentor meetings.
- Hosted focus groups to find new ways to improve guest service.
Promotional Auditor
Seminole Indian Casino
Coconut Creek, FL
09.2006 - 04.2008
- Decreased loss of Revenue by creating an auditing system to balance Free Play.
- Audited W2G tax forms, finding and reporting errors.
- Appointed as back up person for Compliance; ensuring all tax forms were individually audited and CTRs filed and sent to IRS within the allowed time frame.
Cash Operations Supervisor
Seminole Indian Casino
Coconut Creek, Fl
01.2003 - 09.2006
- Verification of daily bank deposits to ensure accuracy and prevent loss.
- Loading and balancing out cash dispensers, finding errors and rectifying variances.
- Preparing reserves for incoming cashiers and balancing end of shift banks.
- Training all new hires.
- Created training guidelines for various areas of the department.
Skills
- Leadership
- Guest service
- Self motivated
- Creative learning techniques
- Ability to prioritize tasks
- Excel
- PowerPoint
- Compliance
Accomplishments
Nominated and won X award in 2016 for excellence in guest service and setting a positive example to our team. Nominated in 2022 for the Heart of Coco.
Nominated and won Heart of Coco in 2023.
Help design a rewards program for our team to show appreciation to high achievers.
2019, 2023, and 2024 Created a Slot series of Training Videos with team participation on guest service and team work.
2025 Created a interactive and engaging Slot Class for all Slot team members focusing on raising the standards of guest service.
Completed a 6 month Leadership mentor program for the "Women of Seminole Gaming"
Completed a 6 week Leadership academy course.
Timeline
Assistant Manager
Seminole Casino Coconut Creek
10.2023 - Current
Slot Supervisor/Training and Development Supervisor
Seminole Indian Casino
11.2011 - 10.2023
Promotional Auditor
Seminole Indian Casino
09.2006 - 04.2008
Cash Operations Supervisor
Seminole Indian Casino
01.2003 - 09.2006
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