DEBORAH STEINBERG

**** * ******* **, ***********, TX T: 903-***-**** acqmtc@r.postjobfree.com

CALL CENTER OPERATIONS MANAGER

Dynamic professional with proven success in customer service and call center management. Builds high-performing teams, identifies and develops leaders and improves processes to increase profits. Highly motivated, creative and energetic self-starter with 20+ years of experience developing leaders, identifying and implementing process improvement, mentoring and empowering management talent to create a culture committed to excellence.

Areas of expertise include:

Strategic Planning Team Building

ACD telecom management Process Improvements

Succession Planning & Talent Development Developing Training Programs

Budgeting and Forecasting Public Speaking

PROFESSIONAL EXPERIENCE

WINSTAR WORLD CASINO & RESORT 2006 – PRESENT

World’s Largest Casino

Cash Cage Shift Manager 2011 - present

Promoted to turn around a department with no accountability, high turnover, poor morale and struggling supervisors. Managed team of 30 cashiers and 3 supervisors.

Created and implemented cashier accuracy statistics and reward program, provided acknowledgement to superior achievers, decreased cashier errors by 30%, and improved morale. Data also increased objectivity of performance reviews.

Established supervisor training program and manual, implemented informal coaching sessions for supervisors to provide feedback to cashiers. Empowered supervisors to own positions and make decisions independently.

Initiated process improvements to provide cashier time accountability for periods out of position as well as other departments’ impact on Cage efficiency. Chip Cage Assistant Manager 2006 - 2011

Partnered with Chip Cage Manager to lead a team of 95 cashiers and supervisors. Extremely fast growth of company presented special challenges as all processes needed to be redesigned and refined to accommodate growth and improve efficiency. Casino grew from 900 to 3500 employees from 2006 through 2014.

Introduced supervisor training program as well as specific training modules in constructive feedback, objective documentation, performance reviews and understanding diversity in the workplace.

Restructured cashier duties when elements of Chip Cage cashier duties were absorbed by Cash Cage department, coached employees through changes and reassignments to maintain good morale during a difficult time.

Established specific performance data to be used in performance reviews, improving consistency and providing cashiers with factual, meaningful, job-related feedback for improvement. DEBORAH STEINBERG - PAGE 2

NICKERS & NEIGHS, INC. Gainesville, TX 1999 - 2006 Online Equine Themed Store & Community Site

Owner/President

Built an online store and community site for horse lovers. Conceived all aspects of business, from plan through financing, website design, purchasing, marketing, fulfillment, accounting and customer service. Site achieved over 105,000 weekly page views and annual sales over $150,000. Operated a brick and mortar location from 2002 – 2006 and a traveling store that attended equestrian events.

Created community boards, games and knowledge bases to increase site visits and promote branding.

Introduced mail order catalog to increase name recognition and capture sales not available online.

Transitioned site to an affiliate marketing site in 2006. CHEXSYSTEMS/EFUNDS Dallas, TX 1986 - 1999

Nationwide New Account Verification Database Service for Financial Institutions Call Center Operations Manager

Managed operations of inbound call center which grew from 40 employees in 1986 to 360 in 1998. Wrote company policies, designed training program for managers, supervisors and call center agents. Handled telecom management for 3 facilities, including addition and reconfiguration of ACD systems, and real-time monitoring and load balancing. Reported to Director of Operations in Bloomington, Minnesota.

Proposed a change to the number of facilities open on financial institution holidays that provided 2 additional paid holidays to all full time employees, while still saving over $30,000 annually in operating costs.

Launched the opening of a 3rd call center in Tempe, AZ, hired the department managers, selected an interviewing team from Dallas to travel to AZ and interview/hire for 104 positions in a 2 week period. Stayed on for 2 months after facility was opened to manage operations and establish a healthy culture.

Sent to AZ call center in 1994 as Interim Manager when original manager was terminated. Led the existing office team for 2 months, revitalizing a micro-managed staff, mentoring and building decision making skills and transforming defeated staff morale.

Developed group training program for call center agents that established consistency, new employees were fully trained in 20 hours of hands-on training with 1 trainer, instead of previous one-on-one training.

TRAINING AND PROFESSIONAL DEVELOPMENT

Gaming Management Certification, University of Nevada, Reno Attended courses and seminars in:

Counselor Relations, Effective Communication, Interpersonal Skills, Assertiveness, Nonverbal Communication, Social Styles, Leadership, Team Development, Team Performance, Diversity, Effective Interviewing, Managing Diversity, The Hiring Process, Coaching, and Employment Law.

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