NATHANIEL FUNG
Surrey
Summary
Developed skills in fast-paced, customer-centric environment, focusing on product management and customer satisfaction. Demonstrated ability to analyze market trends, communicate effectively, and support cross-functional teams. Seeking to transition into new field, leveraging strong analytical and communication capabilities.
Overview
20
20
years of professional experience
Work History
Casino Pit Manager
CASCADES CASINO
Langley BC
02.2019 - Current
- Evaluated dealer performance regularly through observations and coaching sessions, ensuring consistency in gaming procedures and customer service.
- Oversaw employee scheduling, balancing staffing needs with budget constraints while maintaining optimal service levels.
- Managed and mentored pit staff, resulting in increased efficiency and improved job performance.
- Monitored table games to identify opportunities for process improvements, increasing overall efficiency.
- Collaborated with other departments such as security, surveillance, and food & beverage to optimize customer experience within the casino.
Dealer Supervisor
Cascades Casino
Langley, BC
03.2018 - Current
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Monitored game activity and enforced gaming rules, maintaining a fair and secure environment for all players.
- Assisted in resolving disputes between players, maintaining a positive atmosphere conducive to enjoyable gameplay experiences.
- Maintained thorough knowledge of all games offered at the establishment, effectively supporting dealer staff as needed.
- Cultivated a strong teamwork ethic among dealers which resulted in higher productivity levels.
Casino Table Games Dealer
Cascades Casino
Langley, BC
10.2010 - 01.2019
- Maintained fast, smooth game pace by efficiently handling chips, money, and cards.
- Assisted new players by explaining rules and strategies, increasing their confidence and enjoyment at the table.
- Utilized strong interpersonal skills to build relationships with both novice and experienced players, fostering a welcoming atmosphere for all guests.
- Maintained strong communication with pit bosses regarding any suspicious activities or potential security threats observed on the casino floor.
- Collaborated with floor supervisors to address player concerns or questions promptly, ensuring seamless gameplay experiences.
Customer Service Representative
HSBC
Langley BC
01.2010 - 01.2011
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Concession Supervisor
BC PLACE
Vancouver BC
01.2005 - 01.2010
- Fostered a positive work environment, motivating team members to consistently deliver exceptional guest service experiences.
- Achieved high levels of cleanliness throughout the concession area by enforcing strict sanitation protocols among staff members.
- Boosted revenue through effective upselling techniques and suggestive selling of high-margin items to customers.
- Streamlined operations through effective communication between team members during busy periods or transitions between shifts.
- Enhanced guest experience by addressing customer concerns promptly and professionally, resolving issues to satisfaction.
Education
Bachelor of Arts -
Simon Fraser University
01.2012
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Fraser Heights Secondary School
01.2008
Skills
- Team management
- Table games expertise
- Casino operations
- Strong leadership
- Gaming regulations
- Teamwork and collaboration
- Customer service
- Problem-solving
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Effective communication
Languages
English
Full Professional
Chinese (Cantonese)
Professional Working
Timeline
Casino Pit Manager
CASCADES CASINO
02.2019 - Current
Dealer Supervisor
Cascades Casino
03.2018 - Current
Casino Table Games Dealer
Cascades Casino
10.2010 - 01.2019
Customer Service Representative
HSBC
01.2010 - 01.2011
Concession Supervisor
BC PLACE
01.2005 - 01.2010
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Fraser Heights Secondary School
Bachelor of Arts -
Simon Fraser University