Lewis Hogan
Gladesville
Summary
I am an experienced and effective professional with over 6 years’ of experience in gaming and casino operations with comprehensive knowledge of the current gaming climate in Australia. I have worked with both Star and Crown Sydney as an experienced Table Games Dealer and a Table Games Area Manager and have a profound knowledge of Crown Sydney’s Casino operations and AML/ RG initiatives. I am currently studying my Certificate IV in Leadership and Management which along with my past experience at Crown Sydney, am certain will allow me to excel in the position of an experienced Table Games Dealer. I also have an up to date level of experience with computer operations and Microsoft office programs.
Overview
14
14
years of professional experience
Work History
CCVIP Contact Centre Agent
ITSM
01.2024 - Current
- Respond to and follow up inbound enquiries from high value VIP players via chat and email in a timely manner
- Demonstrate efficiency and sensitivity in response to customer enquiries
- Ensure the accurate recording of customer information, enquiries and follow up actions
- Perform administrative duties such as recording accurate summary notes and making appropriate department and inter departmental escalations
- Understand and manage personal performance on a daily basis
- Acknowledging feedback and demonstrating a willingness to learn and improve
- Participating in both team and company training sessions and meetings
- Demonstrate a thorough knowledge of team and company processes, products and promotions
Table Games Area Manager
Crown Sydney
12.2022 - 11.2023
- Provide exceptional customer service
- Supervising table games
- Accurate Approval and knowledge of payouts, cash changes and game rules
- Accurate recording and rating of play from high value patrons
- Profound Knowledge of internal control measures, workplace instructions and standard operating procedures
- Training in anti-money laundering and counter terrorism finance initiatives such as unusual activity reports and daily cash limits
- Training in responsible gambling initiatives
- Management of team and their leave requests, direct health solutions, disciplinary actions, and oversight of career progression with quarterly reviews
Table Games Dealer
Crown Sydney
08.2022 - 11.2023
- Customer Service
- Facilitating table games
- Providing thrills for patrons in a high-volume environment
- Handling of large sums of cash/ chips
- Competent maths skills used to quickly calculate odds/ payouts
Table Games Dealer
The Star Sydney
05.2019 - 08.2022
- Customer Service to high valued patrons
- Facilitating Table Games in a high-volume environment
- Providing thrills for patrons in a high-volume environment
- Handling of large sums of cash/ chips
- Competent maths skills used to quickly calculate odds and payouts
- Rating Guests play and adjusting betting averages accordingly
Customer Service Representative
Datacom
05.2020 - 07.2020
- Inbound and outbound call service
- Online support for government services such as Mygov and Services Australia
- Updating of personal details for Centerlink customers
- Examining of benefit eligibility
Store Manager
Dominos East Maitland/ Medowie
01.2013 - 05.2019
- Providing exceptional customer service
- Recruitment
- Cash handling and deposits
- Weekly stock orders
- Weekly stock takes
- Weekly rosters for full time and casual staff
- Maintaining a high level of moral and culture
- Running daily labour and sales reports
- Managing a large group of staff in a high-volume work environment
Factory Hand
Jubilee Springs PTY LTD
01.2011 - 01.2013
- Production of goods
- Quality check
- Machine operation
- Machine setting
- General factory hand
Education
Higher School Certificate -
St Joseph’s Highschool Aberdeen
Aberdeen12-2010
Certificate II in Animal Studies -
TAFE
Scone12-2010
Skills
- An experienced effective team player with demonstrated success in hospitality, casino operations and management
- Comprehensive interpersonal skills and a high level of personal presentation
- Current knowledge and experience of computer operations and Microsoft office programs
- Positive and dedicated personality Well developed, strong natural initiative and problem-solving ability
- Vast multitasking ability
- Versatile and competent
Timeline
CCVIP Contact Centre Agent
ITSM
01.2024 - Current
Table Games Area Manager
Crown Sydney
12.2022 - 11.2023
Table Games Dealer
Crown Sydney
08.2022 - 11.2023
Customer Service Representative
Datacom
05.2020 - 07.2020
Table Games Dealer
The Star Sydney
05.2019 - 08.2022
Store Manager
Dominos East Maitland/ Medowie
01.2013 - 05.2019
Factory Hand
Jubilee Springs PTY LTD
01.2011 - 01.2013
Higher School Certificate -
St Joseph’s Highschool Aberdeen
Certificate II in Animal Studies -
TAFE
Similar Profiles
James GallantJames Gallant
Contact Center at ITSMContact Center at ITSM
LEHANA TEARIKILEHANA TEARIKI
Customer Service Support Specialist at ITSMCustomer Service Support Specialist at ITSM
Michaela IgoeMichaela Igoe
Customer Service Representative at ITSMCustomer Service Representative at ITSM