Casino Marketing & Player Loyalty Expert
Resume:
Cara Bugica
Reno, NV *****
*******************@***********.***
Objective:
A highly experienced casino professional with over 32 years in both front-line casino operations and back-end player analytics. Expert in managing casino game operations, player tracking systems, and creating personalized player experiences. Committed to optimizing player retention and satisfaction by leveraging a deep understanding of gaming trends, customer engagement, and data-driven decision-making. Seeking a position as a Marketing/Player's Club Manager to contribute my skills in enhancing player loyalty and promoting business growth. Skills:
• Player Tracking & Rating Systems Expertise – Extensive experience with tracking systems, analyzing player behavior, and driving loyalty programs based on player data.
• Customer Service & Relationship Building – Proven ability to establish strong relationships with high-level players, ensuring a personalized and exceptional experience.
• Gaming Operations Management – In-depth knowledge of table games, casino regulations, and operational best practices to ensure smooth, fair, and compliant gaming environments.
• Data Analysis & Reporting – Skilled at analyzing player activity, generating reports, and using insights to optimize promotional strategies and improve player engagement.
• Team Leadership & Staff Training – Successful in training and mentoring teams, fostering a collaborative and high-performance work environment.
• Problem-Solving & Conflict Resolution – Adept at addressing player concerns, resolving disputes, and maintaining a positive and secure gaming environment.
• Marketing Strategy & Promotion – Strong understanding of marketing strategies to boost player retention, promote special events, and enhance the overall player experience. Management Experience:
• Casino Operations Leadership – Led various aspects of casino floor operations, ensuring staff performance met company standards, and resolving operational issues efficiently.
• Player Engagement & Retention – Collaborated with management teams to design and implement player loyalty programs, ensuring rewards and promotions were tailored to enhance player retention.
• Cross-Department Collaboration – Worked closely with marketing, customer service, and security teams to align strategies and ensure seamless execution of casino operations.
• Team Management & Development – Managed diverse teams, providing leadership, training, and mentorship to ensure optimal team performance and adherence to operational policies.
• Data-Driven Decision Making – Leveraged player data to inform promotional campaigns, analyze trends, and optimize strategies for maximizing player satisfaction and retention.
Professional Experience:
Casino Dealer/Supervisor
Atlantis Casino Resort Spa – Reno, NV
July 2023 to October 2024
• Dealt various table games including blackjack, poker, and roulette, ensuring fairness and strict adherence to gaming regulations.
• Provided exceptional customer service, engaging with players, answering questions, and resolving any issues or disputes.
• Demonstrated strong mathematical skills by calculating winning bets and distributing chips accurately.
• Effectively communicated game rules and procedures to new players, creating an inclusive and welcoming environment.
• Worked closely with casino management and team members to maintain smooth game transitions and ensure secure operations.
• Monitored gaming floor for suspicious activity, adhering to security protocols and maintaining a safe environment.
• Responsible for working with the player tracking and rating system, ensuring proper input of player activity and assisting with tracking player rewards and incentives. Table Games Dealer
The Row – Reno, NV
July 2000 to September 2020
• Dealt various table games including blackjack, poker, and roulette, maintaining fairness and customer satisfaction.
• Worked efficiently with a fast-paced table environment, managing player transactions and payouts with precision.
• Actively participated in regular training to stay informed about game updates, rule changes, and trends in the industry.
• Provided outstanding customer service by engaging with players, answering questions, and resolving disputes.
• Assisted in managing the player tracking system, ensuring all relevant data was correctly inputted and analyzed to enhance player experience and retention. PBX Operator/Gaming Supervisor
Fitzgeralds Casino – Reno, NV
1993 to 2000
• Operated the PBX system, managing inbound and outbound calls and connecting guests with appropriate departments.
• Supervised gaming floor activities, ensuring compliance with gaming regulations and providing a safe and enjoyable experience for guests.
• Developed rapport with high-level players, building long-term relationships and promoting repeat visits.
• Worked with player tracking systems to monitor gaming activity and determine eligibility for special promotions and rewards.
Other Relevant Experience:
Cashier/Customer Service
The TJX Companies, Inc. – Reno, NV
August 2004 to February 2006
• Managed customer transactions, returns, and exchanges with exceptional attention to detail.
• Provided excellent customer service, resolving issues and ensuring a positive shopping experience.
• Assisted in inventory management and stocking to ensure smooth store operations. Construction Manager
Brava Construction – Reno, NV
February 1995 to February 1999
• Managed construction projects, overseeing payroll, human resources, and logistics for government contracts, including Lawrence Livermore Lab.
• Ensured compliance with project schedules, budgets, and safety regulations.
• Coordinated a team to handle various administrative tasks, including mail and service operations.
Education:
Some College in Child Psychology
University of Nevada, Reno – Reno, NV
March 1994 to December 2002
Certifications and Licenses:
• Certified Blackjack Dealer, January 1999 to Present Academy of Casino Careers
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