Leanne Ball
Supervisor
Birmingham,West Midlands
Summary
Experienced professional with a strong background in the gaming industry, specialising in customer service excellence, marketing strategy, and operational efficiency. Demonstrates expertise in staff scheduling, recruitment and training, employee performance evaluation, and team leadership to drive organisational success. Proficient in budgeting oversight, finance management, and health and safety compliance, ensuring seamless operations while adhering to gambling laws. Skilled in machine maintenance and repair with a focus on optimising functionality and enhancing customer satisfaction. Committed to fostering staff development and delivering exceptional service standards to achieve business objectives.
Overview
27
27
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Supervisor
Merkur Slots
Birmingham, West Midlands
2023.01 - Current
- Managed daily operations to increase productivity.
- Delegated tasks appropriately, achieved balanced workload among team members.
- Working along side the manager to increase profit.
- Maintained high levels of customer satisfaction through efficient, polite service.
- Solved customer complaints for an improved store reputation.
- Cash handling following cash control procedures.
- Monitoring compliance with gambling laws , licensing and company policies.
- Following LCCP objectives including think 25.
- Serving customers with drinks and food.
Casino manager
Broadway Casino
Birmingham , West Midlands
2016.11 - 2022.12
- Resolved conflicts between customers or staff promptly, maintaining a harmonious environment.
- Trained new employees, resulting in a consistent high-quality service across the team.
- Developed strong relationships with high-profile clients to maintain loyalty and repeat business.
- Kept up-to-date knowledge of and upheld compliance with health and safety regulations.
- Managing casino floor operations and gaming activities.
- Monitoring compliance with gambling laws , licensing and company policies.
- Handling cash management and financial reporting.
- Organising promotions.
Casino manager
Genting Casino
Plymouth, Devon
2012.11 - 2016.10
- Conducted regular audits on casino policies , ensuring compliance with gaming regulations.
- Kept up-to-date knowledge of and upheld compliance with health and safety regulations.
- Supervision of staff in all areas of the casino from Hospitality to Gaming.
- Monitoring of gaming tables and machine fairness and security.
- Working with HR when dealing with probations, disciplinaries and general HR requirements.
- Analysing revenue, budgets and performance goals.
- Delivering excellent customer service and resolving complaints.
- Training, scheduling, and motivating employees.
- Monitoring compliance with gambling laws, licensing and company policies.
Casino Pit boss
Genting Casinos
Plymouth, Devon
2001.04 - 2012.11
- Monitored game operations closely, ensured accurate payouts and collections.
- Enhanced customer satisfaction through prompt resolution of disputes and complaints.
- Served customers with excellent customer service skills to facilitate positive experiences.
- Overseeing operations of the gaming floor
- Being clear and concise when passing information to the manager.
- Knowledge of gaming regulations.
Casino Croupier
Genting Casinos
Plymouth, Devon
1999.07 - 2001.04
- Exchanged money for chips, facilitating easy gameplay for customers.
- Operated table games such as roulette, blackjack and poker, enhancing customer experience.
- Explained rules of games to new players for understanding and participation.
- Handled chips and cards with utmost precision for fair gaming.
- Maintained casino equipment, assuring optimal performance.
- Handled complaints and reported incidents to management.
- Complied with regulatory standards and requirements.
- Identified and removed cheating players following procedure.
Education
GCSEs - Mathematics, English, History and Art
Eggbuckland Community College
Plymouth 1991.09 - 1997.09
Skills
- Customer services excellence
- Marketing strategy
- Operational efficiency
- Staff scheduling
- Staff development
- Budgeting and finance
- Initiative taking
- Health and Safety Compliance
- Customer Service
- Team Leadership
- Knowledge of gambling laws
- Machine maintenance and repair
- Budgeting oversight
- Gaming industry knowledge
- Employee performance evaluation
- Recruitment and training
Certification
Personal Management licence issued by the Gambling Commission
Timeline
Supervisor
Merkur Slots
2023.01 - Current
Casino manager
Broadway Casino
2016.11 - 2022.12
Casino manager
Genting Casino
2012.11 - 2016.10
Casino Pit boss
Genting Casinos
2001.04 - 2012.11
Casino Croupier
Genting Casinos
1999.07 - 2001.04
GCSEs - Mathematics, English, History and Art
Eggbuckland Community College
1991.09 - 1997.09