Brian Hume
Derby City Gaming
Louisville,KY
34
years of professional experience
Proactive leader with a strong focus on team development and regulatory compliance in the gaming industry. Known for effective decision-making and coaching, driving operational efficiency and enhancing the customer experience.
Work History
Gaming Shift Manager
4 Years 6 Months- Supervised daily operations to ensure compliance with safety and gaming regulations.
- Coordinated shift schedules to optimize staffing and meet customer demand effectively.
- Trained and mentored team members to enhance service quality and operational efficiency.
- Resolved customer inquiries and issues, enhancing overall guest satisfaction during shifts.
- Promoted a positive work environment through open communication and constructive feedback.
- Kept employees operating productively and working on task to meet business and customer needs.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Collaborated with other Shift Managers to maintain consistency in policy enforcement across all shifts, fostering a cohesive workplace culture.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
- Provided ongoing coaching to team members in order to drive continuous improvement in their performance levels consistently over time.
- Scheduled staff to establish adequate coverage during peak business hours.
- Conducted regular evaluations of employee performance, identifying areas for improvement and offering targeted guidance for skill development.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
Lead Gaming Attendant
2 Years- Monitored gaming area to ensure compliance with regulations and company policies.
- Assisted patrons with gaming inquiries, enhancing overall customer experience.
- Conducted routine inspections of gaming machines for functionality and cleanliness.
- Trained new staff on operational procedures and customer service standards.
- Resolved customer complaints promptly, fostering positive relationships and retention.
- Enhanced customer satisfaction by providing exceptional service and maintaining a clean gaming area.
- Welcomed and greeted customers, answered questions, and provided excellent customer service to contribute to a memory-making experience.
- Assisted customers with game rules and instructions, promoting an enjoyable gaming experience for all patrons.
- Responded promptly to machine malfunctions, minimizing downtime and maximizing gameplay opportunities for customers.
- Increased player satisfaction with prompt assistance and resolution of machine malfunctions.
Louisville Firefighter
19 Years 11 Months- Responded swiftly to emergency calls, ensuring rapid assessment and action during fire incidents.
- Operated firefighting equipment and tools effectively, maintaining readiness for diverse emergency situations.
- Coordinated with local agencies during large-scale emergencies, improving interdepartmental communication and response efficiency.
- Performed life-saving procedures during medical emergencies, administering CPR and first aid as needed.
- Collaborated with fellow firefighters to execute efficient firefighting strategies, mitigating property damage and loss of life.
- Drove and operated structural pumpers, tankers, ladders, and service vehicles to aid in rescue operations.
- Operated fire hoses, hydrants and extinguishers to eliminate fire and prevent it from spreading.
- Demonstrated strong leadership skills while serving as a mentor to new firefighters, fostering a culture of teamwork and professionalism within the department.
- Maintained optimal readiness for emergency situations by regularly participating in drills and training exercises.
- Improved operational efficiency by helping maintain apparatuses, equipment, and facilities according to established standards.
- Utilized technical expertise in operating specialized firefighting equipment such as aerial ladders, hydraulic extrication tools, and thermal imaging cameras.
- Oversaw equipment and vehicle upkeep to maintain emergency readiness.
- Educated the local community on fire safety practices through presentations at schools, businesses, and other public venues.
Education
High School Diploma
High School Diploma
Skills
Leadership
Customer service focus
Customer complaint resolution
Decision-making
Delegating work
Customer complaint resolution
Task coordination
Team mentoring
Operational documentation
Staff recruitment
Employee evaluations
Punctual and reliable
Timeline
Gaming Shift Manager
Derby City Gaming
01.2022 - CurrentRead More
Lead Gaming Attendant
Derby City Gaming
06.2020 - 06.2022Read More
Louisville Firefighter
City of Louisville
03.1992 - 02.2012Read More
DeSales High School
High School Diploma
Read More
DeSales High School
High School Diploma
Read More