Kate Ng

Experience

• 

  SJM Resorts

  Nov 2004 - Mar 2007

  Table Game Dealer
• 

  Altira Macau

  Mar 2007 - Aug 2015

  - Oversee the operation in the VIP pit and Mass floor in the casino -Assure the pits are smoothly, supervise pit supervisors and dealers are in good performance- Ensure the proper procedures are followed - work with different departments to make sure the customers are satisfied in the pit under duty monitoring. E.g. Marketing, F&B, Security and Surveillance- Keep Shift Manager updated with the floor monitoring - Supervised all floor Tables during assigned shift- Provided supervision for up to eight tables- Monitored dealers to ensure they complied with casino SOP- Maintained constant awareness of pit and floor activity and ensured guest satisfaction- Resolved customer and dealer complaint- Handled incidents and discrepancies involving dealers -Strong numerical skills, ability to work in shifts- Customer Service- Created a friendly and exciting gaming environment- Responded to quest request while keeping in control of games- Reported problem, requests and possible cheating to supervisors -

  • Table Game Pit Manager

    Jul 2011 - Aug 2015

  • Table Game Supervisor

    Aug 2008 - Jul 2011

  • Table Game Dealer

    Mar 2007 - Aug 2008
• 

  Studio City Macau

  Aug 2015 - Apr 2016

  Table Game Pit Manager

  - Part of the opening crew members of the brand new Studio City Macau- Oversee the Mass floor in the casino -Assure the pits are smoothly, supervise pit supervisors and dealers are in good performance- Ensure the proper procedures are followed - work with different departments to make sure the customers are satisfied in the pit under duty monitoring. E.g. Marketing, F&B, Security and Surveillance- Keep Shift Manager updated with the floor monitoring

• 

  Walker Digital Table Systems, LLC

  Oct 2020 - now

  - Manage Communications with customers and partners on day-to-day operational matters and new product opportunities. -Using a comprehensive pool of data on customer needs and performance, plan opportunities and conduct gap-analysis against current casino procedures and the product's functionality. -Work with customers to ensure that all needs are being met from an implementation and operation perspective. -Influence internal Product road-map to be in sync with external customer product road-map for new releases, product features etc. - Act as point of contact for customer escalations and incident resolution related to casino. - Maintain and improve existing operational processes to assist internal stakeholders and drive effciency.-System Chinese translator -Training- Pre-sale demo Show less

  • Director Customer Success, Asia

    Oct 2024 - now

  • Senior Operations Manager - Customer Engagement

    Jul 2018 - Sept 2024

  • Project Manager

    Oct 2020 - Apr 2024