Catherine Stager
Port Alberni,Canada
Summary
High-energy Casino management professional offers proven skills in strengthening operational procedures, enhancing team productivity and streamlining processes. Adaptable in changing environments with strategic decision-making skills. Performance-oriented and hardworking to create approaches to boost long-term business success. With experience as a proactive Assistant General Manager with history of success managing operations, building teams and equipping employees with skills to independently handle business needs. Offers progressive experience combined with sound judgement and good problem-solving abilities. Strong record of surpassing organizational goals.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Assistant General Manager
RimRock Casino
03.2022 - Current
- Implement gaming operations strategic plans as directed and make recommendations for opportunities for greater efficiency while ensuring adherence BCLC policies and procedures
- Develop, promote and oversee casino services including customer loyalty rewards, customer internal promotions to drive the business
- Ensure all casino departments operate within the minimum standards of BCLC regulations which include Food & Beverage, gaming, security/surveillance and janitorial
- Conducting surveillance reviews as required including video/audio to support investigative matters
- Managing labor, reviewing financial reports taking appropriate action and end of year budget submissions to BCLC for approval
- Detecting reporting inefficiencies for the gaming, security, F&B, janitorial and taking corrective action
- Liase with BCLC onsite projects, annual business plan, notice of implementation for procedural revisions
- Maintain current knowledge of applicable local & federal regulations
- Builds unity, morale promoting enthusiasm and high customer service standards
- Create implementing Policy & Procedures
- Hold a service provider gaming license through governing agency GPEB (Gaming Policy & Enforcement Branch)
- Leading the team ensuring safety, security, integrity maintaining a strong working relationship with customers, team members and stakeholders
- Work with HR to manage employee relations, performance management
- Collaborates with security team to support and enforce protocols for a safe & compliant environment
- Leading a team with proven ability to motivate, direct, and develop team members effectively
- Promoting, adhering to Customer Service Excellence standards
- Maintain customer service standards in difficult situations
- Monetary responsibilities for beginning end of day process to balance cashiers and vault
- Implement self-auditing computer databases, monthly processes which falls in line with compliance
- Created employee performance tracking & attendance databases
- Oversight marketing strategies/initiatives
- Evaluate daily operations, process & procedures
- Recruit, hire and train
- Onboard new employees review company policies and privacy policy
- Ordering, inventory of office supplies
- Some simply accounting PO, invoicing
- Oversight F&B operations.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
- Boosted team morale and productivity by implementing regular feedback sessions and recognition programs.
Retail Specialist
Variety & Gas ON
09.2019 - 11.2021
- Managed cash drawer and facilitated sales using cash, credit and gift card
- Merchandised store to showcase promotional items and increase sales
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items
- Communicated with customers about 'new' alcohol products outside of the ON standard LCBO/Beer Store offerings, including policies, restrictions and refund policies
- Used POS register system to ring up customer purchases, process payments and issue receipts
- Observed customer behaviors to identify security threats and escalate concerns if required
- Inventory control of all merchandise as well as alcohol products.
- Built rapport with clientele through engaging conversations about their needs/preferences which ultimately led to increased loyaltysales.
- Improved customer satisfaction by providing personalized assistance and product recommendations.
- Utilized POS systems efficiently for accurate transactions and inventory management purposes.
Logistics Administrator
CEVA
05.2009 - 04.2016
- Communicated effectively with shippers, customers and receivers regarding changes in pick up or delivery status
- Developed and maintained strong rapport with vendors and freight carriers to foster efficient operations
- Fostered strong relationships with local and national vendors and suppliers
- Handled and prioritized high call volumes and customer inquiries
- Managed complex emotional customer situations promptly and professionally
- Reviewed invoices and shipping manifests to ensure full compliance with local customs and international regulations
- Conducted monthly, quarterly part audits with subordinates of 50-60 employees.
Compliance Coordinator
General Dynamics Land Systems
12.2007 - 05.2009
- Conducted compliance training programs and issued regular memos detailing compliant work practices to promote employee awareness of company policies
- Kept up-to-date records of developments in Controlled Goods legislation to maintain and implement compliance programs and inform employees of changes to company policy
- Planned and executed compliance audits to check company policies, procedures and controls
- Enforced regulations by reviewing federal and state laws to confirm compliance
- Renewing Supplier expiring registration with Department of State US/Canadian Controlled Goods
- NAFTA supplier documentation preparation.
- Stayed current on emerging regulatory changes, ensuring timely updates to internal policies and procedures.
- Educated employees by conducting compliance training programs and issuing periodic communications to refresh knowledge of compliant work practices.
- Conducted thorough audits to identify areas for improvement in regulatory adherence.
ATM Processing Supervisor
Intria
03.2006 - 11.2007
- Established work schedules, assignments, and production sequences to meet production goals
- Monitored production execution with established priorities to achieve optimal results
- Reviewed nonconforming products with QA managers to meet daily production schedules
- Analyzed production reports to improve workflow and pre-production processes
- Delegated tasks to multiple employees while maintaining efficient workplace
- Financial accountability in securing company assets and activation of security alarms/vault timers
- Managing employee's performance, coach, training, and disciplinary action for over 35 employees in security controlled financial industry
- Increased productivity from a 55% margin to 80% margin within the first 3 months.
Casino Shift Manager
Catherine Stager
03.1998 - 01.2006
- Operational leadership for 65 employees, 8 supervisors
- Created training presentation for 450 employees on inter-departmental compliance
- Created supervisor, slot attendant training program for new hires
- Smart Serve certified daily monitoring bartenders/servers were adhering to serve limits as directive from Alcohol Gaming Commission Ontario on the gaming floor
- Issuing no serve to customers who appear intoxicated
- Instrumental part of recommending sensitive key control features
- Assisted with revising the Slot Operations policy & procedure manuals
- Proposal drafting for technical projects adhering to conformance standards, submissions to the government (Alcohol Gaming Commission of Ontario) for approval
- Created, implemented supervisor, employee schedules to meet operational demands
- Administer semi/annual performance reviews for employees and supervisors
- Supervised gaming floor and surrounding areas to enforce operational policies.
Education
Associate of Arts in Biology -
St Clair College
Windsor ON04.1993
High School Diploma -
H.B. Beal Secondary School
London, ON05.1981
Skills
- Critical thinking (10 years)
- Interpersonal Relationships (10 years)
- Microsoft Office (10 years)
- Written and Verbal Communication (10 years)
- Training & Development (10 years)
- Administration (10 years)
- Achieving Business Results (10 years)
- Auditing (5yrs)
- Payroll (10)
- Operations Oversight
- Employee Scheduling
- Customer Retention
- Workflow Coordination
- Marketing initiatives
- Teamwork and Collaboration
- Customer Service
- Customer Service Management
- Hiring and Onboarding
- Schedule Management
- Recruitment
Accomplishments
- Collaborated with team 10 in the development of creating audit databases, implementing to ensure compliance which resulted in a zero error rate,
- Developing Policy & Procedures numerous casinos, processes for logistics company.
Certification
- WHMISHealth & Safety
- Contractor Health & Safety
- Smart Serve
- Serving It Right
- Conflict Resolution
Languages
English
Native or Bilingual
Timeline
Assistant General Manager
RimRock Casino
03.2022 - Current
Retail Specialist
Variety & Gas ON
09.2019 - 11.2021
Logistics Administrator
CEVA
05.2009 - 04.2016
Compliance Coordinator
General Dynamics Land Systems
12.2007 - 05.2009
ATM Processing Supervisor
Intria
03.2006 - 11.2007
Casino Shift Manager
Catherine Stager
03.1998 - 01.2006
Associate of Arts in Biology -
St Clair College
High School Diploma -
H.B. Beal Secondary School
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