Zebariah James Franco
Porterville,CA
Summary
Dynamic professional with a proven track record at Eagle Mountain Casino, excelling in client service and regulatory compliance. Expert in Microsoft Office and adept at building client relationships, I've significantly enhanced team efficiency and compliance. My experience spans detailed records management to implementing performance improvements, showcasing a blend of analytical prowess and interpersonal skills.
Overview
18
18
years of professional experience
Work History
Legacy Rewards Representative/Supervisor
Eagle Mountain Casino
Porterville, CA
03.2018 - 07.2024
- Delivered exceptional client service through in-person and phone interactions, ensuring clear and professional communication
- Managed and maintained extensive guest accounts in a large database system, ensuring accuracy and confidentiality for over 10 million participants
- Demonstrated attention to detail and precision in handling various procedures, including account creation, voucher processing, and promotional activities
- Communicated complex program benefits clearly and persuasively to clients, showcasing strong verbal and written communication skills
- Developed and implemented training materials and onboarding processes for new team members, enhancing team efficiency and compliance with company policies
Surveillance Officer
Tule River Tribe Gaming Commission
Porterville, CA
06.2015 - 02.2018
- Ensured the highest level of integrity by monitoring and documenting the conduct and activities of guests, employees, and others in the gaming facility using the CCTV system
- Identified and reported violations of gaming laws and company policies, demonstrating a strong understanding of regulatory compliance and attention to detail
- Composed detailed and timely reports on incidents and violations, showcasing excellent writing and documentation skills
- Managed and archived specific audio and video records of casino activities to support investigations and maintain legal liability, highlighting proficiency in evidence management
- Monitored employee performance and collaborated with management to implement improvements and corrective actions, emphasizing analytical and teamwork skills
Custodian
Eagle Mountain Casino
Porterville, CA
04.2006 - 03.2008
- Ensured that all facilities were cleaned and maintained in compliance to health and hazard standards
- Responsible in cleaning and maintaining several areas such as: restrooms, offices, break areas, and the entirety of the tribal casino
- Experienced in health and safety codes with knowledge of hazardous materials
- Superior customer service skills in assisting customers with inquiries or questions
Education
AA - Liberal Arts
Porterville College
01.2027
Skills
- Proficient in 10-Key Operations
- Microsoft Office Proficiency
- Records management
- Performance improvement
- Data entry proficiency
- Telephone reception
- Client relationship building
- Market research
- Paperwork processing
- Product promotions
- Goal-oriented mindset
- Performance tracking
- Staff training
- Retention strategies
Personal
True, True
Timeline
Legacy Rewards Representative/Supervisor
Eagle Mountain Casino
03.2018 - 07.2024
Surveillance Officer
Tule River Tribe Gaming Commission
06.2015 - 02.2018
Custodian
Eagle Mountain Casino
04.2006 - 03.2008
AA - Liberal Arts
Porterville College
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