Emanuela Popescu

Managed daily casino operations, tracked reports, oversaw teams, and ensured a smooth guest experience. Coordinating shift changes, handling guest queries, and ensuring compliance with company regulations. Supported employees with performance feedback, and operational needs.

• Managed key aspects of operational and financial reporting, including generating slots results, cash flow reports, and preparing comparative analyses.
• Developed and managed 24/7 schedules for a team of 20, ensuring optimal staffing coverage at all times.

Proficiently managed betting operations, ensuring accurate calculations and timely payments, while maintaining strict adherence to house rules. Delivered exceptional customer service to enhance guest engagement and enjoyment.

• Efficiently managed betting processes, calculated bets, and ensured accurate payments to winners, while maintaining a vigilant eye for rule violations.
• Delivered exceptional customer service by ensuring guests were engaged and enjoying their experience.

Supervised online casino operations by monitoring game flow, player interaction, and system performance to ensure compliance and seamless operations. Managed various administrative tasks and produced detailed reports, while effectively utilising ticketing systems to address player inquiries, and resolve issues.

• Created fair and balanced work schedule for over 130 employees, in a 24/7 operation.
• Assisted the Customer Support department with refund processes, and handled escalated issues.
• Managed a team of over 30 per shift, including shift supervisors, croupiers, and shufflers. Assigned dealers and shufflers to tables, ensuring a fair distribution of work and break times, while maintaining compliance with company standards.
• Corrected dealer mistakes at the gambling table to ensure accurate game play and compliance with regulations.
• Handled administrative tasks such as mistake and income reports, maintained team communication, and provided upper management with performance and player behaviour analysis.
• Ensured the quality of video streams and sound, working closely with the IT department to resolve issues.
• Provided retraining to staff, ensuring adherence to performance standards.

Owned and managed a beauty salon, responsible for all operational aspects, including hiring, training, client relations, and financial management.

• Managed a team of 13, handling payroll, training, and daily operations.
• Developed client retention strategies.
• Ensured compliance with health and safety regulations.

At Playtech, I supervised online casino operations by monitoring game flow, player interactions, and system performance to ensure compliance and seamless operations. I managed various administrative tasks, produced detailed reports, and effectively utilised ticketing systems to address player inquiries and resolve issues. Additionally, I managed multiple roles, including Customer Support, Team Leader, and Trainer, for 8 months until dedicated departments were established, after which I trained new employees to ensure a smooth transition.

Operational oversight.

• Managed a team of over 25 per shift.
• Assigned dealers and shufflers to tables, ensuring a fair distribution of work and break times, while maintaining compliance with company standards.
• Ensured the quality of video streams and sound, working closely with the IT department to resolve issues.
• Handled administrative tasks such as mistake and income reports, maintained team communication, and provided upper management with performance and player behaviour analysis.
• Corrected dealer mistakes at the gambling table to ensure accurate game play and compliance with regulations.
• Provided retraining to staff, ensuring adherence to performance standards.

Customer Support.

• Resolved enquiries from clients and partners through various communication channels, ensuring timely responses and effective problem-solving.
• Collaborated across departments to address complex issues, and streamline operations.

Team Leadership.

• Managed a diverse team, tracking performance, conducting evaluations, and fostering a positive work environment to enhance productivity.
• Facilitated team meetings, and provided support and training to uplift team members.

Training and Development.

• Developed and delivered training programmes, successfully onboarding new staff, and ensuring a high level of competence.

Supervised live casino floor operations, ensuring all games and employees adhered to company policies. Addressed guest issues, and maintained a positive gaming environment.

• Oversaw pit bosses and the entire casino floor team of over 40 employees per shift, ensuring adherence to house rules and regulations.
• Maintained guest satisfaction by handling complaints, addressing behavioural issues, managing player behaviour, and mediating disputes.
• Coordinated shift changes, breaks, and overall staff scheduling to ensure operational efficiency.
• Provided real-time updates to upper management, ensuring they were informed of all key activities on the casino floor.
• Acted as the final decision maker for refunds, disputes, dealers' mistakes, and player management issues.

Proficiently managed betting operations, ensuring accurate calculations and timely payments while maintaining strict adherence to house rules. Delivered exceptional customer service to enhance guest engagement and enjoyment.

Supervised dealers to ensure accurate payments and bet handling, maintained game integrity, monitored player activity for cheating and enforced house rules for fairness and transparency. Collaborated with pit bosses and players to address concerns and ensure smooth operations. Keeping track of cash flow at the asignated gaming table.

Managed the casino floor, overseeing over 30 employees per shift, including dealers and inspectors, ensuring compliance with house rules and resolving disputes. Maintained records of player wins/losses, created fair break schedules and led dealer training programs. Fostered a clean, organised and guest friendly environment.

Managed the casino floor, overseeing over 25 employees per shift, including dealers and inspectors, ensuring compliance with house rules and resolving disputes. Maintained records of player wins/losses, created fair break schedules and led dealer training programs. Fostered a clean, organised and guest friendly environment.

Supervised dealers to ensure accurate payments and bet handling, maintained game integrity, monitored player activity for cheating and enforced house rules for fairness and transparency. Collaborated with pit bosses and players to address concerns and ensure smooth operations. Keeping track of cash flow at the asignated gaming table.

Managed the casino floor, overseeing over 35 employees per shift, including dealers and inspectors, ensuring compliance with house rules and resolving disputes. Maintained records of player wins/losses, created fair break schedules and led dealer training programs. Fostered a clean, organised and guest friendly environment.

Supervised dealers to ensure accurate payments and bet handling, maintained game integrity, monitored player activity for cheating and enforced house rules for fairness and transparency. Collaborated with pit bosses and players to address concerns and ensure smooth operations. Keeping track of cash flow at the asignated gaming table.

Managed the casino floor, overseeing over 30 employees per shift, including dealers and inspectors, ensuring compliance with house rules and resolving disputes. Maintained records of player wins/losses, created fair break schedules and led dealer training programs. Fostered a clean, organised and guest friendly environment.

Supervised dealers to ensure accurate payments and bet handling, maintained game integrity, monitored player activity for cheating, and enforced house rules for fairness and transparency. Collaborated with pit bosses and players to address concerns and ensure smooth operations. Keeping track of cash flow at the assigned gaming table.

Proficiently managed betting operations, ensuring accurate calculations and timely payments while maintaining strict adherence to house rules. Delivered exceptional customer service to enhance guest engagement and enjoyment.

Various roles after school hours:

• Gained valuable costumer service skills as a waiter and sales representative while balancing high school commitments
• Developed strong cash-handling abilities as a cashier, ensuring accurate transactions and fostering positive customer interactions.