Charlotte Jackson

Minden, LA ***** 318-***-**** ad44tb@r.postjobfree.com

Highly accomplished leader and visionary with over 26 years of professional experience, overseeing and leading high performing teams to successful outcomes with maximum productivity. Strategic thinker, effective communicator and listener while successfully building coalitions and maintaining effective relationships with colleagues and stakeholders. Adept to working in fast paced environments while utilizing a multi-faceted approach to leverage talents and skills of others to meet desired results while effectively managing costs, schedule and performance of critical programs. Energetic and goal-oriented with a proven track of, performing critical all-source business functions, research, analysis, and evaluating quantitative and qualitative data to make sound recommendations and critical decisions

Skills & Applications

Microsoft Office

Program Management

Leadership & Management

Knowledge Management

Point of Sale

Cash Handling

Team & Consensus Building

Organization Policy and Plans

People Soft

Budget and Planning

Business Operations

Strategic Planning

Casino Trac

Stakeholder Engagement

Training & Mentoring

Communication and Outreach

Professional Experience

Slot Attendant/Host September 2020 - Present

Louisiana Downs

●Fulfill the service needs of slot players while ensuring an exceptional experience for all guests; works at a fast-pace and demonstrates operational savvy along with unwavering enthusiasm and resilience.

●Respond to guest needs, including slot machine inquiries, slot payouts, making change, loyalty program duties, processing jackpots, promotional participation, and general slot machine maintenance and trouble-shooting.

●Build relationships and loyalty with guests through sincere and meaningful interactions; learn guests’ names and preferences, connect with guests individually and professionally.

●Team player that works toward team goals while fostering a collaborative and positive work environment that is fast paced.

●Follow departmental procedures and assisted in protection of gaming operations from loss due to mistake or theft; exceed departmental wait time goals and service standards.

●Ensure accuracy in all responsibilities, including cash handling, procedural requirements, logging, and processing paperwork.

●Proficient at multitasking, handling, counting and securing cash funds with enthusiasm and energy throughout the duration of shift.

●Demonstrate exemplary communication skills to effectively communicate with guests and employees; proficiently communicates in person, via radio, phone and in writing.

●Functions as dispatcher to communicate floor needs and information to coworkers; balances urgency with grace under pressure.

●Participate in property programs and meetings; taking initiative to stay informed of all property amenities, promotions and activities.

●Assist in loyalty program account creations, player information updates and general customer management system functions.

●Endorse the business objectives, ethics and values of the organization in accordance with the Code of Commitment and Service Profit Chain.

Manager April 1994 - March 2020

Diamond Jacks Casino, Bossier City, LA

●Managed a team of 25 Casino Cage Cashiers, Casino Credit Clerks, Impress team members, including the Vault, while ensuring their roles and responsibilities are well understood and they are able to properly perform their duties.

●Cultivated and fostered a safe, fun, superior experience by greeting guests as they entered the Casino, and informed them of the types of games, promotions, and overall casino information.

●Allocated staff to Slot games while, ensuring the integrity of the games and Casino Policies.

●Developed and implemented slots policies and procedures to improve security, efficiency, asset protection, and guest service.

●Exercised appropriate judgment and discretion to identify situations that require the attention of the Casino Cage Cashiers Manager.

●Provided daily and monthly reports, providing written explanations for unusual slot machine statistical fluctuations in hold and win percentages.

●Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet work demands.

●Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.

●Made operational recommendations and established processes and procedures for products and services offerings to customers within approved budget.

●Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to the executive team.

●Evaluated employee performance, provided coaching, disciplinary actions, or training opportunities to increase quality of work and employee retention.

●Supported Diamond Jacks Casino enforcement of financial regulations, laws and established policies throughout operational stages; maintained compliance with company policies, objectives and communication goals.

●Hire, train, and develop management teams and ensure all associates, union and non-union, at the venue were supported and managed effectively in order to provide an optimal experience for guests and associates.

●Built and maintained rapport with casino players with the goals of achieving guest satisfaction at all times; handled customer complaints, resolved issues and adjusted policies to meet changing needs.

●Provided supportive links between external customers and internal operations.

Education

Northwest Louisiana Technical College - Minden, LA

Certified Nursing Assistant 1986

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