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Team leader and trainer with a consistent, proven track record of improving employee performance.
Outstanding mentoring, coaching and training skills to educate team members on best practices.
Stellar communication skills to build and grow relationships with colleagues as well as customers.
Experience building and leading a team of personnel, including hiring new team members.
Improved processes after establishing new procedures and creating high standards of expectations.
Strong background communicating effectively with culturally-diverse audiences.
Team Management Team Training Process/Continuous Improvement
Interviewing & Hiring Policies & Procedures Training Manuals
New Hire Orientation Customer Service Staff Performance Evaluations
Table Games Supervisor, San Manuel Casino Highland, CA Sept. 2011-Present
Train, mentor and coach team members on best practices of game operations.
Evaluate the performance of associates to ensure they are adhering to processes and procedures.
Build and maintain rapport with guests, including educating customers about gaming policies.
Support managers during the interviewing of potential new employees.
Spearhead new employee orientation, including creating and implementing a program that tracks new employee progress during their first 120 days on the job.
Poker Room Floor Supervisor, Morongo Casino Resort and Spa Cabazon, CA Oct. 2009-Sept. 2010
Supervised and instructed mentored personnel to achieve performance objectives and impress customers.
Drafted the Poker Room Procedures Manual to ensure colleagues clearly understood their duties.
Led new hire training and ongoing training, especially related to policy and procedure compliance.
Guest Service/Food Service Team Leader, Target Kansas City, MO Nov. 2008-Aug. 2009
Showcased stellar leadership skills while managing the front end of the store.
Interviewed candidates for employment opportunities, and then trained new team members.
Administered and enforced all policies and procedures.
Paralegal/Legal Secretary (Independent Contractor) Kansas City, MO May 2008-Nov. 2008
Excelled while working for a number of different law firms in the Kansas City, MO area.
Table Games/Poker Supervisor, Ameristar Casino, Kansas City Kansas City, MO Feb. 2006-June 2008
Led and coached a team of up to 10 personnel, including spearheading training classes.
Developed new rule books and procedure manuals while also supervising games.
Poker Shift Manager/Supervisor, Morongo Casino Resort and Spa Cabazon, CA Feb. 2004-Feb. 2006
Trained up to 80 dealers, 10 floor personnel and 12 support staff on best practices of operations.
Created a new process to test and interview potential employees in order to select the right candidates.
Initiated a new Customer Service Program that more than doubled the capability of the Poker Room.
Owner & Paralegal, Common Threads Legal Document Rancho Cucamonga, CA June 1997-May 2004
Paralegal, Law Offices of Roy Neirman San Bernardino, CA Dec. 2002-Jan. 2003
Paralegal, Law offices of E. Toby Bowler Redlands, CA Nov. 2001-Dec. 2002
Bachelor of Science, Management, Organizational Leadership focus; earned Apr. 2017 (3.66 GPA)
University of Redlands
Associate of Arts, General Education; earned May 2014 (3.5 GPA)
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