Owen Gagnon's Email

My colleagues describe me as proactive, reliable and trustworthy. I enjoy working in a busy environment with people of diverse backgrounds. I have good communications skills, approachable and a good listener. I have the ability to plan my daily duties and work well under pressure. My valuable experiences and ability to work with a team efficiently ensure achieving targets within set deadline. I take pride in providing an excellent service to achieve customer satisfaction.

Casino Manager @ The Grosvenor Victoria Casino is one of the largest and busiest Casinos in the UK, open 24hrs daily. My customers include internal stake holders, staff, contractors, auditors, emergency services as well as my normal paying customers. My duties include:- - Knowing my customer's needs, wishes and dreams; and well versed in the value delivered to my customers and the problems they are trying to solve. - Not only solve my customer requests but proactively offer ideas and insights to improve the customer's issues and challenges. - Follow up on every issue and ensure complete satisfaction and maximum utilization of services sold to my customers. From January 2014 to Present (2 years) London, United KingdomCasino Manager @ Effectively managing all aspects of the casino operation on a day to day basis, to drive customer obsession and team engagement whilst maximising the units profitability. Creating new business through the introduction of new members; through proactive outreach and campaigns, member referral drives, corporate, residential and generating new business through implementing local attraction strategies. From May 2013 to January 2014 (9 months) Casino Manager @ MIT secondment proved invaluable in developing analytical skills, interpersonal skills, and widening knowledge of Casino operations both internal and external to the company. Gained further leadership experience with slots team and gaming / hospitality team Increased confidence in own decision making through experience as duty manager Increased responsibility as E-Gaming manager in commercial role Improved interpersonal skills through experience dealing with both staff and customers Obtained a wider knowledge of different areas relating to Casino business Enjoyed some exposure to project work involving a wider range of colleagues at various levels Gained confidence in presentation skills through involvement in rolling out workshops From May 2004 to May 2013 (9 years 1 month) Gaming Inspector @ I hold a Personal Function License and I am able to demonstrate a high level of competency in dealing & supervising the full range of games offered. I have the ability to demonstrate excellent mental arithmetic skills. I have experience in coaching and supporting team members with past experience of resolving disputes. I am customer focused and have the drive to ensure high standards of service are delivered by all team members. Supervising all games, including Poker, and supervising electronic gaming Managing the performance of Dealers and pacing of games Providing coaching to Dealers and supporting team members, ensuring high standards of service are implemented and exceeded Understanding and implementing Margin Equation Operating CCTV reviews and inspections Dealing effectively with customer disputes and escalating where appropriate Ensuring compliance to company policies and procedures along with Company Social Responsibility Policies From December 1997 to January 2004 (6 years 2 months) Gaming Inspector @ Supervising all games, including Poker, and supervising electronic gaming Managing the performance of Gala Dealers and pacing of games Providing coaching to Gala Dealers and supporting team members, ensuring high standards of service are implemented and exceeded Understanding and implementing Margin Equation Operating CCTV reviews and inspections Dealing effectively with customer disputes and escalating where appropriate Ensuring compliance to company policies and procedures along with Company Social Responsibility Policies From May 1995 to December 1997 (2 years 8 months) Gaming Dealer @ I assisted in the creation of a welcoming, friendly and courteous gaming environment whilst conducting the table games accurately and efficiently in accordance with company procedures. From June 1994 to May 1995 (1 year)

B-Tec HNC, Information Technology, Merit @ Edinburgh college From 1992 to 1994 A-Levels English, Mathematics and Geography @ Bell Baxter High School From 1986 to 1992 Owen Gagnon is skilled in: Key Competencies Include:, Customer Focus, Leadership, Collaboration, Communication and Influence, Analysis and Problem Solving, Safety, Equality, Diversity and Inclusion, Performance Drive and Results Delivery, Change and Innovation, Grievance, Investigations & Conflict Management, Management Presentations, Planning and Organising, Food & Beverage, Gaming Law