H F has over 26 years of experience in the casino industry, including roles as a Dual Rate Slot Supervisor/Manager, Lincoln Brand Champion, DR Security Shift Manager, and Security Shift Manager. H F has a strong background in customer service, problem solving, and team leadership. H F's experience includes investigating and resolving customer issues, meeting service level guidelines, and managing teams to exceed quality service goals. H F has worked at several casinos including Golden Nugget Atlantic City, Chapman Auto Group, Tropicana Casino Resort, Borgata Casino & Spa, and Harrah's Resort.

1. Professional Summary
Skills
Work History
H F
122 Fair Haven Hill, Galloway, NJ 08205 • Cell: 609-892-2370 • hf199@hotmail.com
In my 26 years of experience in the casino industry I have created many relationships that include DGE, ACPD,
Vendors, and people within high executive levels. My experience I feel leads to these areas of customer service which
can lead to an overall positive customer experience:
Customer service professional dedicated to effective team management and customer satisfaction.
Management professional effective at building highly-motivated teams, as well as leading cross-functional teams in a
fast-paced environment.
Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically.
Exceptional interpersonal communication
Skilled trainer
Excellent time management skills
Effective problem solver
Effective workflow management
Adherence to high customer service standards
Customer-focused
Microsoft Outlook, Word and Excel
Exceptional telephone etiquette
Customer Relationship Management Software (CRM)
Dual Rate Slot Supervisor/Manager, 07/2015 to Current
Golden Nugget Atlantic City – Atlantic City, NJ
I am currently a D/R Slot Manager at the Golden Nugget. I work very closely with high end customers and
facilitate a positive working environment for our customers and team members.
Met all customer call guidelines including service levels, handle time and productivity.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Solved unresolved customer issues.
Promptly responded to inquiries and requests from prospective customers.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Strong leader of customer support staff.
Facilitated inter-departmental communication to effectively provide customer support.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Lincoln Brand Champion, 02/2014 to 06/2015
Chapman Auto Group – Egg Harbor Township, NJ
I worked at Chapman Ford/Lincoln as Sales Associate. I than was chosen to become a Lincoln Brand Champion
(Specialist). For this position my General Manager sent to a 3 day seminar in Dearborn, Michigan where I was
trained for superior customer service and knowledge for the Lincoln Brand. I was fortunately able to meet Edsel
Ford II during my stay. Customer Service, processes and product were discussed and how to achieve personal
customer service to our high level clientele.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Updated customer orders from start to finish in an accurate and timely manner.

2. Effective liaison between customers and internal departments.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
DR Security Shift Manager, 10/2013 to 02/2014
Tropicana Casino Resort – Atlantic City, NJ
As a DR Security Shift Manager I was in charge of customer service, scheduling, reports, medical emergencies, fire
safety, altercations. I was in charge of 25 Security Officers on any given night and managed to cover the Manager's
days off. In the Security field we had to field negative aspects of the customer experience where being emphatic to
a customer given a medical situation, theft, or alarms that might effect the gambling experience. We also worked
closely with other departments like Slots, Tables, Cashiering and Food & Beverage for effective and delivery of
customer service.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Adhered to all confidentiality requirements at all times.
Promptly responded to inquiries and requests from prospective customers.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Trained staff on operating procedures and company services.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Managed work flow to exceed quality service goals.
Security Shift Manager, 01/2003 to 09/2013
Borgata Casino & Spa – Atlantic City, NJ
I was hired at Borgata as Security Shift Manager in December of 2002 but did not start until January of 2003. I was
the first Shift Manager hired. I started during pre-opening of the property and was placed in charge of the slot
installation process on the casino floor. This included CCC and DGE regulations which had to be followed for
restricted areas where only authorized personnel were allowed entry. I was assigned to Grave shift due to the
high level of volume we were expecting on the late weekends and worked closely with Vice President of
Operations Joe Lupo. I was also in charge of the Mixx Night Club (Premiere) and the assigned Supervisor and
crowd control staff reported to me early on during our opening. That was a total of about 70 and 7 Supervisors of
total Security personnel on a weekend that reported to me.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Cross-trained and backed up other customer service managers.
Adhered to all confidentiality requirements at all times.
Met all customer call guidelines including service levels, handle time and productivity.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Strong leader of customer support staff.
Strong leader of customer support staff.
Facilitated inter-departmental communication to effectively provide customer support.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Trained staff on operating procedures and company services.
Fostered an environment which encouraged continual process improvements.
Effective liaison between customers and internal departments.
Managed work flow to exceed quality service goals.
Security Shift Manager, 01/1990 to 12/2002
Harrah's Resort – Atlantic City, NJ
I started my casino career here at Harrah's as Security Officer and advanced through out my 12 year career there to
become a full time Shift Manager before I was referred to the Borgata by a colleague. At Harrah's I worked
through 2 hotel tower expansions and 2 different hotel valet expansions of the property. During this process
Security was assigned to maintain a level of safety during construction and allow access to properly badge
personnel. In Security we were to abide by the CCC and DGE submissions and also work together with other
departments to carry out a high level of customer service and experience for our customers. Security Officers were

3. Education
Accomplishments
expected to create a positive and welcoming environment because we were always in such frequent contact with
our customers for information and expedited service with our Slots and Table Games departments for secured
monies to be transported. I was in charge of scheduling, reports, medical emergencies, alarms, evacuations, thefts
and payroll.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Adhered to all confidentiality requirements at all times.
Adhered to all confidentiality requirements at all times.
Solved unresolved customer issues.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Strong leader of customer support staff.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Trained staff on operating procedures and company services.
Provided accurate, specific and timely performance feedback for CSRs.
Identified individual development needs with appropriate training.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Fostered an environment which encouraged continual process improvements.
Effective liaison between customers and internal departments.
Devised and published metrics to measure the organization's success in delivering world class customer service.
Maintained up-to-date knowledge of product and service changes.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Managed work flow to exceed quality service goals.
High School Diploma: 1988
Oakcrest High School - Mays Landing, NJ
Won Lincoln Sales award in 2014.
Drove record-high sales that elevated the store's ranking in the company from #3 to #1.
Awarded Employee of the Month March 1994 at Harrah's Resort.