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
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
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
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
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
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
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