RONALD RAY AGONCILLO
B2 L30 Don Pedro St. Garcia Heights Subdivision, Paranaque City
Summary
A self-motivated and progress-driven Gaming Professional with an extensive background in the Gaming Industry. My unique combination of education, skills and work experience has allowed me to develop my strengths in company procedure adherence, addressing escalated complaints and enforcing gaming security. Because of my varied background, I am a resourceful and creative problem solver. I can always find multiple solutions to even the most complex problems.
Overview
30
30
years of professional experience
Work History
Customer Service Professional
Ibex Global Solutions
Paranaque City Philippines
07.2023 - Current
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Consistently met performance metrics by setting personal goals and seeking feedback from supervisors for continuous improvement.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Implemented best practices in complaint handling, reducing escalations and ensuring prompt problem resolution.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Balanced competing priorities under pressure by effectively multitasking while remaining focused on delivering exceptional customer support.
- Recognized by management for consistently surpassing performance targets and demonstrating a strong commitment to the organization's customer-centric values.
Managing Partner Owner/Investor
Bloomsdale Inc.-Fiery Style Flaming Grill
Ortigas Center Pasig City
09.2020 - 07.2023
- Championed change management initiatives that enhanced operational efficiency without compromising on service quality or employee satisfaction.
- Analyzed and presented financial standings and cost-effectiveness to other partners and investors.
- Collaborated with cross-functional teams to drive organizational improvements and meet strategic objectives.
- Analyzed and presented financial standings and cost-effectiveness to other partners and investors.
Gaming Shift Manager
EAF Galaxy Entertainment LTD.
02.2020 - 09.2020
- Carry out management responsibilities in accordance with the organization’s policies and applicable laws
- Ensure efficient operations, administration, and performance of Table Games department on assigned shift
- Report directly to the Casino Director.
Partner Owner/Investor
Bloomsdale Inc.-Fiery Style Flaming Grill
Ortigas Center Pasig City
12.2018 - 02.2020
- Minimized risk exposure through careful advice on business operations and strategic plans.
- Expanded the firm's clientele through strategic networking and relationship-building initiatives.
Pit Manager
Best Sunshine Live-Imperial Pacific International CNMI Saipan
04.2016 - 11.2018
- Responsible for overall management and smooth operation of multiple table games within one or more gaming areas (Pits) under the direction of the Shift Manager
- Exhibit all conduct in accordance with Gaming regulations and Company policies and procedures, as well as Federal and State laws and regulations
- Train, coach, counsel, recognize Table Games supervisors and dealers who consistently perform actions and behaviors that reinforce excellence in business operations and guest service
- Evaluate current business conditions, special events, and weather with respect to current staffing levels in order to maintain proper gaming levels at any given point
- Maintain a work environment that is safe, professional, friendly and conducive to a high level of morale, productivity and performance
- Visually inspect all casino equipment and follow procedures for notification repair, and replacement
- Handle casino guests’ needs, complaints and disputes related to table games and overall property in a timely, professional manner.
Pit Manager
City Of Dreams Manila - Melco Crown Philippines
05.2014 - 03.2016
- Accountable for excellence within the Table Games operation on shift
- Responsible for hands on management of their allocated area and work closely with the Operations Managers and Service Management team, Games Supervisors and all gaming staff ensure that costumer demands are met within the casino environment
- Required to exercise judgement in relation to immediate Table Games costumers' needs, resolution of disputes and game integrity.
Pit Supervisor
Resorts World at Sentosa Singapore
12.2009 - 04.2014
- Direct supervision of the gaming tables and the table game dealers
- Makes hourly updates and inventories.
Pit Manager
Grand Lisboa - Sociedade de Jogos de Macau
01.2007 - 08.2009
- Organize and supervise an assigned area of the gaming floor to achieve the highest possible standards of efficiency and security, while ensuring that Rules, Procedures and Code of Conduct are fully complied with
- Anticipate customers' needs and ensure the delivery of quality service
- Game Integrity: Remain aware of all forms of fraudulent behavior in Casinos
- Report management any doubtful or suspicious activities and behavior
- Maintain an awareness of player strategy and performance
- Ensure the maintenance of adequate floats
- Manage disputes outside the authority of the Pit Supervisor
- Operate the Table Management system effectively, keeping manual results when applicable
- Maintain pit diary and pass all relevant information to incoming Pit Manager
- Employees Management: Ensure that all Pit operations are maintained by suitably experienced employees
- Provide coaching and development to employees during shift
- Make pertinent recommendations for V1P coding/decoding, promotions, commendations and disciplinary warnings
- Conduct performance appraisals in a timely and constructive manner
- Ensure pit employees maintain highest possible standards of customer service
- Ensure all gaming equipment is functioning properly and kept secure at all times.
Pit Supervisor to Pit Manager
Sands Casino – Venetian Macau Limited
03.2004 - 01.2007
- Operate assigned area and ensure each table game is operated in accordance with Sands Policies and Procedures
- Manage Team Members while ensuring the delivery of excellent customer service
- Manage disputes efficiently and professionally within empowerment level and informing relevant authorities
- Create necessary reports on all table and pit incidents
- Complete required paper works and computer data in an auditable and timely manner
- Continuously display a very high standard of customer service showing leadership through example.
Pit Supervisor to Pit Manager
Tropicana Resorts & Casino Cambodia
09.2000 - 02.2004
- Direct supervision of the gaming area and all the gaming personnel
- Ensures the smooth operation of the assigned pit and reports directly to the Shift Manager.
Contact Center Agent
SVI Connect
05.1999 - 08.2000
- Obtains client information by calling clients in different parts of the United States of America
- Informs clients by explaining procedures, answering questions, providing information
- Accomplishes sales and organizational mission by completing related results as needed.
Gaming Inspector
Mimosa Regency Casino Philippines
09.1996 - 06.1999
- Direct supervision of the gaming tables and the table game dealers
- Makes hourly updates and inventories.
Croupier/Table Games Dealer
Casino De Genting Malaysia
09.1993 - 02.1996
- Responsible for conducting Table Games such as Roulette, Baccarat, Mini-Dice, French-Boule, and Tai-Sai all in accordance with existing House Rules and Procedures.
Education
No Degree - Gaming Management
Macau Millenium College
Macau SAR China12.2028
Bachelor of Science in Applied Economics -
De La Salle University
Manila, Philippines01.1991
Secondary Level Diploma -
Don Bosco Technical Institute
Makati City, Metro Manila01.1986
Primary Level Diploma -
Don Bosco Technical Institute
Makati City, Metro Manila01.1982
Skills
- Staff Training
- Client Relations
- De-Escalation Techniques
- Money handling abilities
- Staff education and training
- Customer Service
- Process Optimization
- Regulatory Compliance
- Building rapport
- Report Generation
- Critical Thinking
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Conflict Mediation
Activities
- 05/2014, 12/2014, City Of Dreams Manila, Table Games Trainer, Manila, Philippines
- 02/22/2008, 12/12/2008, Macau Millennium College, Grand Lisboa Manager Career Development Program
- 01/2007, 08/2007, Grand Lisboa Casino Macau, Table Games Training Team
- 03/04/2008, 05/08/2008, Grand Lisboa Casino Macau, Casino Mandarin 1
- 11/2006, 01/2007, Sands Casino – Venetian Macau Limited, Baccarat Game Trainer
Birthdate
10/05/1969
Birthplace
Cagayan De Oro City
Country
Philippines
Personal Information
- Height: 180 cm
- Weight: 170 lbs
- Marital Status: Married
- Religion: Christian
Awards
Commendation for 100% Outstanding Attendance Year 2001 given by Casino Manager Paul Rotroxsa of Tropicana Resort & Casino Poipet Cambodia
References
- Alfred Lagarde, Director Surveillance Dept., Maxims Casino Resorts World Manila, 100 Andrews Ave., Pasay City, New Port, Philippines, +63 917 878 8851, alfred.lagarde@rwmanila.com
- Jay Marcelo, Executive Director Casino Operations & Marketing, Jeju Sun Hotel & Casino, Jeju, South Korea, +63 917 518 7113, jaymarcelo@jejusunresort.com
- Chris Craney, Vice President of Casino Operations, Bridge Investment Group, Northern Mariana Islands, United States Of America, +1 670 788 0035, Ccraney@us-big.com
Timeline
Customer Service Professional
Ibex Global Solutions
07.2023 - Current
Managing Partner Owner/Investor
Bloomsdale Inc.-Fiery Style Flaming Grill
09.2020 - 07.2023
Gaming Shift Manager
EAF Galaxy Entertainment LTD.
02.2020 - 09.2020
Partner Owner/Investor
Bloomsdale Inc.-Fiery Style Flaming Grill
12.2018 - 02.2020
Pit Manager
Best Sunshine Live-Imperial Pacific International CNMI Saipan
04.2016 - 11.2018
Pit Manager
City Of Dreams Manila - Melco Crown Philippines
05.2014 - 03.2016
Pit Supervisor
Resorts World at Sentosa Singapore
12.2009 - 04.2014
Pit Manager
Grand Lisboa - Sociedade de Jogos de Macau
01.2007 - 08.2009
Pit Supervisor to Pit Manager
Sands Casino – Venetian Macau Limited
03.2004 - 01.2007
Pit Supervisor to Pit Manager
Tropicana Resorts & Casino Cambodia
09.2000 - 02.2004
Contact Center Agent
SVI Connect
05.1999 - 08.2000
Gaming Inspector
Mimosa Regency Casino Philippines
09.1996 - 06.1999
Croupier/Table Games Dealer
Casino De Genting Malaysia
09.1993 - 02.1996
No Degree - Gaming Management
Macau Millenium College
Bachelor of Science in Applied Economics -
De La Salle University
Secondary Level Diploma -
Don Bosco Technical Institute
Primary Level Diploma -
Don Bosco Technical Institute