Daniela Martin

• Implemented operational strategies and frameworks, driving successful annual and quarterly planning KPIs.
• Managed team performance through coaching, mentoring, and constructive feedback processes.
• Optimized processes by designing efficient workflows that significantly reduced costs.
• Conducted data analysis to identify trends, guiding strategic decisions with comprehensive reports.
• Directed project management initiatives, overseeing cross-functional collaboration and dependencies.
• Enhanced customer satisfaction by managing escalations and developing retention strategies.

Collaborated with Customer Success Managers to boost adoption rates and build strong rapport.

• Provided insights from implementations for continuous product and process improvements.

• Monitored the performance of over 40 team members, identifying coaching and mentoring needs.
• Supervised daily operations of gaming cage and cash-handling processes.
• Implemented policy updates through rigorous training and change control protocols.
• Analyzed performance data, delivering actionable feedback on individual and team metrics.
• Ensured accuracy in cash flow collection while managing financial records.
• Trained staff on compliance, customer service, and cash management procedures.
• Conducted regular audits of cash drawers and gaming funds for discrepancies.
• Resolved customer inquiries and escalations, maintaining professionalism and efficiency.

• Managed financial operations for cage, sportsbook, and racetrack through effective team leadership.
• Enhanced operational efficiency across departments by implementing strategic initiatives.
• Fostered collaboration among teams to optimize workflow and reduce redundancies.

• Tracked and collected cash flow to ensure accurate financial reporting.
• Settled and closed financial operations daily, maintaining compliance with regulations.
• Oversaw reconciliation processes to identify discrepancies in financial records.
• Managed financial records to facilitate audits and operational efficiency.

• Ensured regulatory compliance and safety standards in gaming areas through daily operations oversight.
• Maximized operational efficiency by managing staff schedules and assigning duties.
• Trained new employees on gaming protocols and customer service best practices to enhance service quality.
• Supervised cage operations, including cashiering and credit transaction processes for accuracy.
• Trained new staff in proper handling of money, balancing of drawers, and security protocols.
• Implemented procedural improvements based on feedback from customers or employees.

• Oversaw daily operations of gaming and entertainment areas.
• Managed staff scheduling and resource allocation effectively.

• Oversaw daily operations of gaming areas and ensured compliance with regulations.
• Managed staff schedules and assigned duties to maintain efficient workflows.
• Trained new staff in proper handling of money, balancing of drawers, and security protocols.
• Implemented procedural improvements based on feedback from customers or employees.

• Oversaw daily operations of gaming areas and ensured compliance with regulations.
• Managed staff schedules and assigned duties to maintain efficient workflows.
• Reconciled end-of-day reports with information from general ledger accounts.
• Maintained confidentiality when dealing with sensitive customer information or data.
• Implemented procedural improvements based on feedback from customers or employees.