Cynthia Trevenna
Brantford,ON
Summary
Driven by a commitment to excellence, I enhanced customer satisfaction and team performance at Calendar Club through effective coaching and fostering a positive work environment. Leveraging skills in performance improvement and warehouse shipping, I led cross-functional teams to streamline operations, achieving significant project success while maintaining safety and quality standards.
Overview
25
25
years of professional experience
Work History
QC/Team Lead
Calendar Club
Paris, ON
08.2018 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Frequently inspected production area to verify proper equipment operation.
- Observed packing operations to verify conformance to specifications.
Table Games Floor Supervisor
OLG Brantford
Brantford, ON
09.1999 - 01.2016
- Promoted responsible gaming by closely monitoring player behavior and intervening when necessary.
- Ensured compliance with Ontario gaming regulations through vigilant observation of table games and staff performance.
- Maintained accurate records of player ratings to assist marketing efforts in targeting high-value guests for promotional offers.
- Provided exceptional guest service, resulting in repeat business and positive word-of-mouth referrals.
- Conducted regular performance evaluations of table games staff, identifying areas for improvement and providing constructive feedback.
- Maximized profitability by effectively managing chip inventory, game pace, and staffing levels during peak times.
- Assisted in the training and development of new dealers, resulting in increased dealer proficiency and game knowledge.
- Enhanced customer experiences by maintaining a professional and welcoming gaming environment.
- Collaborated with surveillance teams to identify potential threats or cheating incidents before they escalated into larger issues.
- Implemented promotions and special events to attract new players, leading to increased revenue from table games operations.
- Leveraged extensive knowledge of various table games to provide expert guidance on rules, strategies, and proper etiquette to both dealers and patrons alike.
- Served as a mentor to new floor supervisors, offering guidance and support as they acclimated to their roles within the casino environment.
- Managed disputes diplomatically, ensuring fair resolutions while maintaining a positive atmosphere for all guests.
- Improved inter-department communication by fostering strong relationships between table games staff and other casino departments.
- Monitored chips purchases, table inventories, and player win ratios.
- Oversaw area games to maintain security and compliance.
- Trained employees in procedures, compliance standards and strategies for accomplishing objectives.
Education
Ged -
Pauline Johnson Collegiate & Vocational School
Brantford, ONSkills
- Customer Focus
- Coaching and Mentoring
- Performance monitoring
- Performance Improvement
- Warehouse Shipping and Receiving
Timeline
QC/Team Lead
Calendar Club
08.2018 - Current
Table Games Floor Supervisor
OLG Brantford
09.1999 - 01.2016
Ged -
Pauline Johnson Collegiate & Vocational School