Ireland Hensley
Church Hill
Summary
Dynamic casino professional with expertise in operations management and customer service excellence at Hard Rock Casino. Proven track record in staff training, gaming compliance, and conflict resolution. Enhanced operational efficiency by implementing process improvements, achieving a 20% increase in customer satisfaction. Adept at maintaining security protocols and documentation accuracy.
Results-driven financial professional with proven ability to manage cash transactions and maintain accurate records. Recognized for reliability in handling high volumes of cash and ensuring secure cash handling procedures. Highly collaborative, adaptable to changing needs, and committed to achieving team goals.
Overview
4
4
years of professional experience
Work History
Casino Floor Supervisor
Hard Rock Casino
06.2024 - Current
- Supervised daily casino operations, ensuring compliance with gaming regulations and company policies.
- Trained and mentored staff on customer service techniques and operational procedures.
- Monitored gaming activities for fairness, security, and adherence to established protocols.
- Resolved guest inquiries and escalated issues to enhance overall customer satisfaction experience.
- Collaborated with management to implement process improvements for operational efficiency.
- Conducted regular audits of gaming equipment and cash handling processes to ensure accuracy.
- Implemented policies and procedures that promoted responsible gambling practices among patrons and staff members alike.
- Maintained accurate records of all gaming activities, reporting discrepancies or suspicious activity to management as needed.
Dealer
Hard Rock Casino
06.2024 - 01.2025
- Dealt various table games, ensuring compliance with gaming regulations and policies.
- Maintained accurate chip counts and managed player transactions effectively.
- Provided exceptional customer service, enhancing guest experience during gameplay.
- Collaborated with team members to resolve game disputes promptly and professionally.
- Assisted in setting up and closing down tables for optimal efficiency and organization.
- Developed strong relationships with regular players, fostering loyalty and repeat visits.
- Continuously honed dealing skills to maintain a high level of proficiency in various casino games, increasing versatility and adaptability in response to changing customer preferences.
- Maintained fast, smooth game pace by efficiently handling dice, chips, money, and cards.
Phlebotomist
Grifols Plasma Center
12.2022 - 06.2024
- Collected blood samples with precision and adherence to safety protocols.
- Ensured proper labeling and documentation of specimens for accurate tracking.
- Assisted in training new staff on phlebotomy techniques and center procedures.
- Maintained cleanliness and organization of work area to comply with health regulations.
Server
Cootie Browns
12.2021 - 04.2023
- Provided exceptional customer service in fast-paced dining environment.
- Collaborated with kitchen staff to ensure timely food delivery and order accuracy.
- Managed multiple tables efficiently while maintaining high service standards.
- Assisted in training new servers on menu offerings and service protocols.
Education
High School Diploma - Business
Northeast State Community College
Blountville, TNSkills
- Casino operations management
- Customer service excellence
- Staff training and mentoring
- Gaming compliance regulations
- Conflict resolution strategies
- Cash handling accuracy
- Security protocol adherence
- Documentation accuracy
Timeline
Casino Floor Supervisor
Hard Rock Casino
06.2024 - Current
Dealer
Hard Rock Casino
06.2024 - 01.2025
Phlebotomist
Grifols Plasma Center
12.2022 - 06.2024
Server
Cootie Browns
12.2021 - 04.2023
High School Diploma - Business
Northeast State Community College