Michelle McFarlane

Background

About Michelle McFarlane

I am a result-driven professional with comprehensive casino operations management, VIP development, safer gambling, EDD & AML compliance, team building, and revenue generation experience. I am well versed in providing cross-functional leadership and overseeing associated functions to include operational oversight, VIP management and retention, customer service delivery, income and margin performance, process improvement, business development, event coordination, coaching and mentoring, problem solving, and relationship building. In addition, I am a strong communicator experienced in leading employee teams, facilitating training and development activities, and managing relationships with diverse clients, colleagues, and management groups at all levels. I have also been accountable for directing table gaming and electronic products to maximise customer retention and margins, delivering customer service workshops to improve team engagement and client satisfaction, executing promotional campaigns to exceed targeted KPIs, and chairing management meetings to ensure compliance with all Gambling Commission regulations. Further, I am a multifaceted individual capable of leveraging extensive industry experience and management skills to drive the continued achievement of organisational objectives. I am known as a versatile contributor with experience in all casino operations and gaming management functions, exceptional communication and leadership skills, and a continued commitment to implementing industry best practices.