Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Dawn Chappell

Clearlake,CA

Summary

With over 25 years in the gaming industry, I have held leadership and operational roles that provide deep insight into both the business and regulatory sides of casino operations. As Executive Casino Manager at Twin Pine Casino & Hotel, I oversee complex, high-volume gaming operations, lead multi-department teams, and ensure strict adherence to all laws, regulations, and internal policies. This experience has sharpened my expertise in compliance, risk management, and organizational integrity. I am seeking the Compliance Manager position to leverage this background in a role dedicated to protecting our business, minimizing risk, and ensuring we continue to meet the highest standards of ethical and regulatory excellence.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Executive Casino Manager

Twin Pine Casino & Hotel
Middletown, California
10.2018 - 03.2025
  • Directed and completed internal and external investigations including fraudulent activity, player’s card abuse, and regulatory compliance, ensuring adherence to state and federal gaming laws.
  • Resolved complex employee and patron disputes through mediation and policy enforcement, maintaining a professional and guest-focused environment.
  • Managed employee and patron injury cases, coordinating with HR to ensure accurate reporting and compliance with safety regulations.
  • Oversaw casino floor operations for up to 200+ employees per shift, optimizing staffing, workflow, and customer service delivery.
  • Coached and mentored staff at all levels to improve operational performance, regulatory compliance, and customer service standards.
  • Implemented and maintained policies and procedures to ensure compliance with state, federal, and gaming regulatory requirements, minimizing legal risk and enhancing operational integrity.
  • Handled employee appraisals, promotions and terminations based on performance reviews.
  • Assessed and analyzed departmental budgets to find ways to minimize expenses and optimize profits.

Assistant Executive Casino Manager & Trainer

Twin Pine Casino & Hotel
Middletown, California
05.2005 - 10.2018
  • Oversaw casino operations and staff management in absence of Executive Casino Manager, ensuring seamless continuity of service and compliance with gaming regulations.
  • Designed and implemented extensive training program and comprehensive training manual to standardize onboarding and operational procedures.
  • Trained new hires and existing staff on regulatory compliance, customer service excellence, and operational protocols, improving performance and reducing onboarding time.
  • Supported executive leadership in investigations, policy implementation, and dispute resolution, contributing to operational integrity and guest satisfaction.
  • Collaborated with department heads to identify process improvements that enhanced efficiency and minimized compliance risks.
  • Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring.

Pit Boss

Twin Pine Casino & Hotel
Middletown, California
04.2004 - 05.2005
  • Maintained a secure gaming environment for patrons and staff by enforcing strict adherence to rules and regulations.
  • Enhanced casino revenue by closely monitoring gaming activities and ensuring proper game procedures were followed.
  • Evaluated dealer performance regularly, providing constructive feedback to improve accuracy and efficiency in game operations.
  • Oversaw table game operations seamlessly, ensuring smooth transitions between shifts and optimal gaming experiences for patrons.
  • Mitigated potential risk factors by identifying suspicious behavior early on, preventing significant financial losses.

Cashier Supervisor

Twin Pine Casino & Hotel
Middletown, California
01.1999 - 04.2004
  • Quickly and accurately counted drawers at start and end of each shift.
  • Built positive relationships with customers to increase repeat business.
  • Verified accuracy of daily cashier batches by checking receipts, checks, and cash.
  • Maintained a safe working environment, ensuring that all employees adhered to company policies and regulations at all times.

Education

G.E. Studies - undefined

Yuba Community College
Clearlake, CA
01.2005

Skills

  • Critical Thinker
  • Exemplary Leadership
  • Regulatory Compliance
  • Dispute Resolution
  • Attention to detail
  • Internal and External Investigations
  • Customer Service - Internal and External
  • Excellent Oral and Written Communication
  • Adept with Microsoft & Casino Management Systems

Certification

  • CPR Certified
  • ABC certified
  • TIPS Certified
  • Active Shooter Certified

Timeline

Executive Casino Manager

Twin Pine Casino & Hotel
10.2018 - 03.2025

Assistant Executive Casino Manager & Trainer

Twin Pine Casino & Hotel
05.2005 - 10.2018

Pit Boss

Twin Pine Casino & Hotel
04.2004 - 05.2005

Cashier Supervisor

Twin Pine Casino & Hotel
01.1999 - 04.2004

G.E. Studies - undefined

Yuba Community College

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Dawn Chappell