Brandon Mitchell

• Phone: +44 7911 123456
• Email: brandon.mitchell@email.com
• Location: London, UK
• LinkedIn: brandon-mitchell-gaming

Summary

Six years of progressive experience overseeing gambling operations and staff, with a proven track record of maintaining regulatory compliance and enhancing customer satisfaction within high-volume casino environments. Directed teams in diverse gaming areas, consistently achieving operational efficiency targets and minimizing service disruptions.

Adept at training and mentoring gaming personnel, implementing robust security protocols, and resolving complex customer disputes to uphold a positive and secure gaming atmosphere. Successfully managed daily floor operations, ensuring adherence to all gaming laws and internal policies.

Experience

Gaming Floor Supervisor, The Hippodrome Casino -- London, UK

Mar 2020 – present

• Managed a team of 15-20 gaming staff across various tables and electronic gaming machines, ensuring smooth daily operations and adherence to company standards.

• Reduced customer complaint resolution time by 25% through effective conflict de-escalation training and proactive issue identification.

• Oversaw the security and integrity of gaming operations, conducting regular checks and audits to prevent fraud and maintain regulatory compliance.

• Trained and mentored new dealers and gaming attendants, improving team proficiency and reducing errors by 15% within the first six months.

• Coordinated with security and surveillance teams to identify and address suspicious activities, contributing to a 10% reduction in gaming-related incidents.

Assistant Gaming Supervisor, Grosvenor Casino Victoria -- London, UK

May 2018 – Feb 2020

• Supported the Gaming Floor Supervisor in managing daily operations, including staff deployment, break schedules, and table assignments.

• Assisted in monitoring game play for irregularities, ensuring fair practice and adherence to all gaming regulations.

• Handled cash transactions, chip inventories, and payout verifications, maintaining meticulous records and balancing procedures.

• Provided exceptional customer service, addressing player inquiries and resolving minor disputes to enhance the overall gaming experience.

• Contributed to staff performance evaluations and identified training needs for junior gaming personnel.

Gaming Dealer, Aspers Casino Westfield Stratford City -- London, UK

Sept 2016 – Apr 2018

• Dealt various casino games including Blackjack, Roulette, and Three Card Poker with speed and accuracy.

• Maintained game integrity and enforced house rules, ensuring a fair and secure gaming environment for all patrons.

• Managed chip transactions and payouts efficiently, processing an average of 100+ transactions per shift.

• Interacted positively with customers, fostering a friendly and engaging atmosphere at the gaming tables.

Education

University of East London, BA (Hons) in Business Management -- London, UK

Sept 2013 – June 2016

Skills

Gaming Operations & Management: Casino Floor Supervision, Regulatory Compliance (Gambling Act 2005), Game Integrity, Risk Management, Fraud Prevention, Cash Handling, Pit Management, Table Games Supervision, Electronic Gaming Machines (EGM) Oversight

Leadership & Training: Team Leadership, Staff Training & Development, Performance Management, Conflict Resolution, Mentoring, Scheduling, Delegation, Communication

Customer Service & Relations: Customer Dispute Resolution, VIP Services, Guest Relations, Service Recovery, Complaint Handling, Patron Safety

Technical & Software: Casino Management Systems (CMS), Surveillance Systems, Microsoft Office Suite, Point-of-Sale (POS) Systems