Open To Work
Ganna Pusenkova
Bucharest,Romania
Summary
Accomplished Casino Supervisor with expertise in conflict resolution and customer service at Carnival Cruise Lines. Enhanced guest experience and increased player engagement through strategic initiatives. Proven track record in staff scheduling and table games supervision, ensuring compliance with gaming regulations. Successfully improved revenue generation by optimizing game offerings and maintaining customer loyalty.
Overview
20
20
years of professional experience
Work History
Casino Supervisor
Carnival Cruise Lines
Miami, FL
10.2015 - Current
- Oversaw gaming activities to ensure compliance with regulatory standards and organizational guidelines.
- Facilitated training and mentorship for team members on customer service standards and game procedures.
- Executed strategies to elevate guest experience and boost player engagement.
- Oversaw gaming activities to detect potential issues and facilitate conflict resolution.
- Streamlined staff scheduling to enhance resource allocation during peak operational hours.
- Enhanced customer satisfaction through delivery of exceptional service and timely resolution of concerns.
- Facilitated regular staff performance evaluations, delivering constructive feedback to enhance team development.
- Optimized revenue generation by strategically managing table limits and game mixes.
- Ensured strict adherence to gaming regulations by promptly reporting discrepancies and violations.
- Streamlined scheduling practices and monitored staff productivity to reduce operational costs.
- Oversaw gaming floor operations to ensure seamless game flow and reduce downtime.
- Oversaw employee attendance records and managed schedule adjustments to ensure optimal staffing levels.
- Elevated player experience through strategic development of targeted promotions and events.
- Cultivated extensive expertise in all casino games offered, serving as a vital resource for staff and guests.
- Oversaw high-stakes gaming activities by supervising private salons, ensuring strict adherence to house rules and accommodating VIP needs effectively.
- Facilitated training sessions for new staff on casino policies, procedures, and game rules to enhance operational performance.
- Partnered with security personnel to ensure safety and security for guests and employees.
- Developed and executed strategies to enhance game offerings aligned with player preferences and market trends.
- Cultivated strong relationships with VIP clients through personalized service and attention.
- Directed comprehensive tracking of player activity to enhance targeted marketing strategies.
- Mediated patron disputes swiftly to uphold fairness and foster a positive environment.
- Managed staff scheduling, including rotations and break assignments.
- Resolved customer behavior issues and complaints to ensure seamless and professional operations.
- Cultivated customer loyalty through expert resolution of complaints.
- Monitored staff performance and optimized workflow assignments and schedules to meet anticipated demand.
- Enhanced VIP client satisfaction by providing complimentary benefits to foster loyalty.
- Oversaw gaming operations to ensure optimal performance of dealers and players.
- Ensured fair gameplay by proactively identifying and eliminating suspected cheaters.
- Oversaw table operations by actively circulating to identify and rectify deficiencies.
- Managed cash banks for tables and streamlined paperwork for financial transfers.
- Administered and upheld gameplay regulations and betting limit policies.
Casino Dealer
Carnival Cruise Lines
Miami, FL
04.2010 - 08.2015
- Dealt cards and operated gaming tables, ensuring compliance with regulations.
- Provided exceptional customer service, enhancing guest experiences during gaming sessions.
- Monitored game integrity, preventing cheating and ensuring fair play among participants.
- Managed cash transactions accurately, maintaining proper handling of chips and payouts.
- Monitored player activities to identify potential issues and maintain a safe gaming environment.
- Maintained accurate records of game transactions, enhancing accountability and transparency within operations.
- Contributed to a positive workplace atmosphere by collaborating well with colleagues and supporting management decisions.
- Maintained fast, smooth game pace by efficiently handling dice, chips, money, and cards.
- Promoted responsible gambling practices, recognizing signs of problem gambling and addressing concerns appropriately.
- Increased table game efficiency with effective chip handling and accurate card dealing techniques.
- Inspected cards and gaming equipment to verify proper functioning and good working order.
- Promoted customer retention and satisfaction by greeting guests and encouraging fun gameplay environment.
- Dealt appropriate number of cards to each player and verify placed bets before starting game.
- Conducted thorough inspections of gaming equipment to ensure proper function before starting each game session.
- Optimized guest satisfaction by adjusting table settings to accommodate individual preferences for seating arrangements or betting limits.
- Developed strong rapport with guests, resulting in regular clientele and increased tips for excellent service.
- Assisted in training new dealers, sharing expertise to improve overall team performance and knowledge.
- Provided a welcoming atmosphere for players, addressing questions about rules and providing helpful advice on gameplay strategies.
- Ensured game integrity by meticulously following gaming procedures and monitoring player activity.
- Collaborated closely with floor supervisors regarding rule enforcement or escalating issues beyond normal dealer responsibilities.
- Boosted casino revenue by effectively managing the pace of the game and encouraging customer participation.
- Exchanged legal currency for gambling chips and coin money.
- Managed high-stress situations calmly, resolving disputes between players when necessary while preserving game flow.
- Skillfully managed the float, accurately balancing chips at the end of each shift with minimal discrepancies.
- Enhanced customer experience by providing exceptional service and maintaining a professional demeanor during casino games.
- Handled large sums of money responsibly, ensuring accurate payouts to customers while minimizing errors in transactions.
- Dealt cards in Type games and monitored players' behavior for signs of cheating.
- Showcased adaptability by proficiently dealing multiple table games according to casino requirements.
- Maintained a strong knowledge of industry trends and game updates, participating in ongoing education to continuously improve professional skills.
- Demonstrated attention to detail through precise recording of player actions during games for regulatory compliance purposes.
- Enforced game rules to maintain fair paly and avoid disputes.
- Managed chips and money transactions with attention to detail to prevent fraud.
- Kept gaming areas clean and organized to maintain safe and secure environment.
- Maintained fast game pace by handling chips, cards, money, and gaming equipment efficiently.
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Assisted players with placing bets, educating on game rules to increase understanding.
- Answered players questions and resolved disputes to provide excellent customer service.
- Monitored players behavior, taking appropriate action against rule violations.
- Learned and followed company procedures to maintain consistency and standards.
- Adhered to all gaming regulations and procedures to maintain legal and ethical operation.
- Handled and shuffled cards and playing pieces to maintain game integrity.
- Inspected table games and equipment to confirm proper function.
- Kept track of game outcomes and reported to supervisor for accurate record keeping.
- Applied standard or special rules to games based on pre-agreed game rules.
- Prepared players to join games by explaining rules and exchanging money for chips.
- Worked with dealer team to run larger games such as craps and baccarat.
- Trained new dealers in rules and operation of different games.
- Welcomed customers and established immediate rapport to encourage gameplay.
- Dealt cards and compared hands to determine winners of games such as blackjack.
- Controlled equipment such as roulette wheels to run games.
- Received and documented patrons' wagers prior to beginning games.
Casino Games Dealer
Admiral Poker Club
Odesa, Ukraine
08.2009 - 03.2010
- Managed various poker games, ensuring adherence to gaming regulations.
- Delivered exceptional customer service by actively engaging players and overseeing game flow management.
- Facilitated training sessions for new dealers on game rules and procedures to elevate team performance.
- Executed strategies to enhance player engagement and elevate overall satisfaction during gameplay.
- Executed strategies to enhance player engagement and elevate overall satisfaction during gameplay.
- Executed comprehensive game evaluations to enhance operational efficiency and guest satisfaction.
- Facilitated game operations by explaining rules, managing bets, and processing payouts.
- Enforced game rules and identified cheating incidents, promptly notifying security team.
Casino Dealer
Casino-Group Split
Odesa, Ukraine
06.2006 - 05.2009
- Collaborated with team members to resolve disputes and ensure adherence to casino policies.
- Maintained a secure gaming environment through consistent surveillance, identifying potential cheating or irregularities in gameplay.
- Monitored game for potential security risk to protect operation and players.
- Complemented player numbers to reach minimum levels for play of different games.
- Monitored player activities to identify potential issues and maintain a safe gaming environment.
- Maintained accurate records of game transactions, enhancing accountability and transparency within operations.
- Contributed to a positive workplace atmosphere by collaborating well with colleagues and supporting management decisions.
- Maintained fast, smooth game pace by efficiently handling dice, chips, money, and cards.
- Promoted responsible gambling practices, recognizing signs of problem gambling and addressing concerns appropriately.
- Increased table game efficiency with effective chip handling and accurate card dealing techniques.
- Inspected cards and gaming equipment to verify proper functioning and good working order.
- Promoted customer retention and satisfaction by greeting guests and encouraging fun gameplay environment.
- Dealt appropriate number of cards to each player and verify placed bets before starting game.
- Conducted thorough inspections of gaming equipment to ensure proper function before starting each game session.
- Optimized guest satisfaction by adjusting table settings to accommodate individual preferences for seating arrangements or betting limits.
- Developed strong rapport with guests, resulting in regular clientele and increased tips for excellent service.
- Assisted in training new dealers, sharing expertise to improve overall team performance and knowledge.
- Provided a welcoming atmosphere for players, addressing questions about rules and providing helpful advice on gameplay strategies.
- Ensured game integrity by meticulously following gaming procedures and monitoring player activity.
- Collaborated closely with floor supervisors regarding rule enforcement or escalating issues beyond normal dealer responsibilities.
- Boosted casino revenue by effectively managing the pace of the game and encouraging customer participation.
- Exchanged legal currency for gambling chips and coin money.
- Managed high-stress situations calmly, resolving disputes between players when necessary while preserving game flow.
- Skillfully managed the float, accurately balancing chips at the end of each shift with minimal discrepancies.
- Handled large sums of money responsibly, ensuring accurate payouts to customers while minimizing errors in transactions.
- Dealt cards in Type games and monitored players' behavior for signs of cheating.
- Showcased adaptability by proficiently dealing multiple table games according to casino requirements.
- Maintained a strong knowledge of industry trends and game updates, participating in ongoing education to continuously improve professional skills.
- Demonstrated attention to detail through precise recording of player actions during games for regulatory compliance purposes.
- Enforced game rules to maintain fair paly and avoid disputes.
- Managed chips and money transactions with attention to detail to prevent fraud.
- Kept gaming areas clean and organized to maintain safe and secure environment.
- Maintained fast game pace by handling chips, cards, money, and gaming equipment efficiently.
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Assisted players with placing bets, educating on game rules to increase understanding.
- Answered players questions and resolved disputes to provide excellent customer service.
- Monitored players behavior, taking appropriate action against rule violations.
- Learned and followed company procedures to maintain consistency and standards.
- Adhered to all gaming regulations and procedures to maintain legal and ethical operation.
- Handled and shuffled cards and playing pieces to maintain game integrity.
- Inspected table games and equipment to confirm proper function.
- Kept track of game outcomes and reported to supervisor for accurate record keeping.
- Applied standard or special rules to games based on pre-agreed game rules.
- Prepared players to join games by explaining rules and exchanging money for chips.
- Trained new dealers in rules and operation of different games.
- Welcomed customers and established immediate rapport to encourage gameplay.
- Dealt cards and compared hands to determine winners of games such as blackjack.
- Controlled equipment such as roulette wheels to run games.
- Dealt various table games including blackjack, poker, and roulette, ensuring compliance with gaming regulations.
- Provided exceptional customer service by engaging players and managing game flow efficiently.
- Assisted in training new dealers on game rules and procedures to enhance team performance.
- Implemented strategies to promote player engagement and increase overall satisfaction during gameplay.
- Conducted regular game evaluations to identify areas for improvement in operations and guest experience.
- Conducted games such as Type, Type and Type by explaining rules, taking bets and delivering payouts.
- Maintained rules for games and identified instances of cheating, notifying security team.
Education
Master of Science - Management
National Maritime University
Odesa, Ukraine12-2008
Skills
Conflict resolution
Customer complaint
Staff scheduling
Table games supervision
Casino game knowledge
Gaming regulations
Teamwork and collaboration
Customer service
Attention to detail
Timeline
Casino Supervisor
Carnival Cruise Lines
10.2015 - Current
Casino Dealer
Carnival Cruise Lines
04.2010 - 08.2015
Casino Games Dealer
Admiral Poker Club
08.2009 - 03.2010
Casino Dealer
Casino-Group Split
06.2006 - 05.2009
Master of Science - Management
National Maritime University