Lewis Bonham

Egg Harbor Twp., NJ 609-***-**** acxc4o@r.postjobfree.com

https://www.linkedin.com/in/lewis-bonham-2806bb108

Human Resources Professional & Operations Manager

Summary: Dynamic and driven individual with progressive leadership experience in various customer service capacities. Goal-driven and looking to advance an established career that uses established processes and industry best practices to refine current systems and make them heartier in nature. Efficaciously able to handle multiple clients at once, all the while maintaining a positive, service-focused mindset. Proven ability to save companies from potential financial risks that come as a result of lost profit. Communicates clearly and concisely to ensure operational compliance with federal/state regulations. Trained in motivating individuals and groups at all levels; thrives in high-pressure, deadline-driven environments to surpass organizational expectations. Honest and dependable with impeccable conflict resolutions and liability protection abilities. Coaches and mentors high-performing teams; skilled in delivering performance evaluations and guiding professionals to achieve their professional goals. Seeking the opportunity to lead a progressive company; targeting roles that will allow for continued leverage of skills and gain experience by mastering new feats to drive sales and operational campaigns.

Core Skills

HR Certified Sales Promotions Client Relations & Retention Resource Allocation

Customer Service & Satisfaction Mediation & Conflict Resolution Relationship Building Troubleshooting

Cross-Functional Teambuilding Leadership Acumen Interpersonal Communication Training & Development

Supervision & Performance Assessment Workflow Creation Safety Process Improvement Public Speaking & Presentations Attention to Detail Windows OS Microsoft Word

Professional Experience

Caesars Entertainment • Table Games Supervisor, 2013 – 2015

Maintained a continual emphasis on service excellence, asset security and employee motivation/coaching

Supervised Floor Supervisors, Dealers and Pit Clerks; also directed and evaluated operations for the pit, game spread and limits, all in accordance with relevant laws and policies

Coordinated performance review deadlines, employee recognition/discipline; addressed concerns and corrected employee attendance issues by observing behaviors and documenting results

Inspired teams to perform well by influencing their actions, accepting feedback and recognizing contributions made by other team members by public praise and monetary reward for high performance.

Optimized staffing, table game limits and risk management efforts in handling situations when the business environment is slow or busy, thus optimizing employee assets so as not to waste profit levels

Swiftly resolved problems collaboratively concerning conflict among customers, employees and safety issues; gathered and analyzed information e.g. observed behavior or past data and developed viable solutions used with customers that had problematic histories

Directed the implementation of surveillance during game to allow for film evidence in cases of bad bets

Called upon reasoning abilities when dealing with emotional topics such as when to mediate between two parties; followed-up to ensure complete resolution by checking with each party

Casino Supervisor/Pit Manager, 2003 – 2011

Determined company liability in instances where the casino was losing money due to game cheating; saved the company its reputation and thousands of dollars by collaborating with surveillance department to view film and work with contact management/security to remove person in question

Evaluated staff bankroll and security by observing theft as it happened and used crisis management acumen to call for security to arrest the perpetrator; recognized by managers for achievement

Documented staff behaviors to bring to light underperforming employees; aimed to improve performance and considered termination as a last resort, which brought about better customer survey scores

Casino Supervisor/Pit Manager, Continued

Volunteered during union strike to clean bathrooms and perform other housekeeping duties

oDone to help prevent any negative effect on the bottom line and on the flow of customer reservations

oFulfilled duties until the company returned to normal operations

oAll supervisor that donated their time were given formal recognition

Taj Mahal Hotel & Casino • Table Games Supervisor, 2012

Monitored table games to ensure alignment with state and federal regulations

Maintained games’ bankroll and tended to customer needs, as well as those of the staff that serve them

Settled conflict without little to no supervision by giving players complimentary services and/or refunds; achieved a balancing act of sorts between doing what was right and keeping the customers satisfied

Watched over the facility to detect unsafe conditions that placed the company at risk for lawsuit

Performed regular Dealer performance reviews; also trained employees in customer care best practices and taught them new games to heighten levels of Casino profit

Claridge Hotel & Casino • Dual Rate Pit Manager, 1981 – 2003

Spotted patrons who were part of the MIT team

oCharged with presiding over card counting and a computer cheating detection team

oSwiftly notified superiors and took measures against perpetrators; prevented $50K in losses

Awarded the Employee of the Month, an accolade that included the privilege of using a company car; was also featured in the Atlantic City Press and given a $500 gift certificate

Advanced from being the Card Counting Team Captain before working in the Pit Manager capacity; mentored and guided staff in how to be aware of potential cheating

Developed graphics as the Head of the Card Counting Team

Offered enticing incentives to customers in order to generate repeat business and grow profit

Called surveillance as game problems or a need to diffuse a fight arose

Education & Credentials

Certificate, Human Resources, Rutgers University

Bachelor of Arts, Political Science, Eastern Kentucky University

Associate of Arts, Liberal Arts, Atlantic Community College

Key Casino License, State of New Jersey

Professional Development

Anti-Money Laundering and Assessment

Caesars Entertainment Skill Port Courses

Card Counting

Claridge Hotel & Casino

Card Counting Seminar 21

Professional School of Card Counting

Casino Cheating Seminar

Caesars Entertainment – Caesars Hotel & Casino

Cheating Seminar

Claridge Hotel & Casino – Atlantic Community College

Coaching Teams & Personality Simulations

Caesars Entertainment Skill Port Courses

Information & Security Training

Caesars Entertainment Skill Port Courses

Managing the Empire

Caesars Entertainment – Atlantic City

Motivating & Enhancing Work Performance

Caesars Entertainment Skill Port Assessment

Preventing Workplace Harassment

Caesars entertainment Sculpt Courses

Resolving Customer Conflict

Caesars Entertainment Class – Harrah's

Community Involvement

Volunteer, Hero Program Casino Supervisor, Caesars Entertainment, 2010 – 2012

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