Customer Service Manager

Barry Milligan

***** **** ******** ** ( Fountain Hills, AZ 85268 480-***-**** (

**********@***.***

Forward-focused leader with a broad-based skill set and a strong ability

to successfully analyze an organization's critical business requirements,

identifying deficiencies and opportunities, and develop innovative and cost-

effective solutions for enhancing competitiveness, increasing revenues,

improving customer service and employee morale; I am a focused, passionate

leader, driving top line growth through people; I inspire employees to peak

performance, and cultivate profitable business relationships built on

respect, trust and mutual benefit. I lead by example in all things, I enjoy

what I do and have fun doing it and I want the people around me to feel and

do the same. I treat others as I would like to be treated myself.

SPECIALTIES

Executive Management and Operations; Leadership; Team Building; Guest and

Team Member Relationship Management; Turnarounds; Pre-opening and

Openings; Operational Audits; Cost Management & Efficiencies; Guest

Services; Competitive Analysis; Strategic Planning & Management; Training

and Development; Performance & Productivity Improvement; Policy &

Procedure Development; Budgeting and Analysis

QUALIFICATIONS

Executive leadership experience and knowledge including:

Extensive knowledge and experience in operations, finance, marketing and

management

Extensive knowledge and experience in all aspects of marketing and customer

retention

Extensive knowledge and experience in food & beverage operations and

management

Extensive knowledge and experience in financial management, budgeting, and

analysis

Extensive knowledge and experience with openings and pre-openings and in

construction/building/design

Managed businesses with annual revenues up to $250 million and up to 1800

employees.

Industry expert and author, Extensively published in industry and trade

publications and presented or moderated at numerous trade show and

conferences

MBA

EXPERIENCE

CMC (2004-present)

Fountain Hills, Arizona

President/Owner Resort, Casino, Hospitality consulting

Restructured and reopened a small casino in a rural market, hired and

trained the staff, wrote all policies and procedures, negotiated with

vendors and lenders to acquire resources needed for opening

FORT McDOWELL CASINO and RESORT (2009-2009)

Fountain Hills, Arizona

General Manager - 40,000 sq./ft. with 850 employees

Increased profitability and made budget in a ultra competitive

environment

Reduced food COS and labor costs

Increased profitability in Table Games and Poker by reducing labor

costs

Restructured property marketing and increased marketing with partners

to drive guests to the property

Restructured Direct Mail programs resulting in a increases in coin-in

and play

Increased customer service by focusing on employees delivering service

ODAWA CASINO RESORT (2005-2008)

Petoskey, Michigan

General Manager - 50,000 sq./ft. with 1200 employees

Designed and implemented a state-of-the-art guest service

program

Managed the building, fitting out and staffing for a $150,000,000

casino resort project and help secure the financing for the project;

lead quarterly conference calls with investors

Opened and managed a cutting-edge night club, gourmet restaurant, and

a 350 seat buffet

Managed a 3 star/3 diamond hotel (highest ranking possible because of

physical limitations of the property

Increased hotel occupancy by more than 20% and revenue by more than

25%

Opened and managed a fine dining restaurant

ISLETA CASINO AND RESORT (2003-2004)

Albuquerque, New Mexico

General Manager - 120,000 sq./ft. with 1800 employees, also

responsible for a small operation at a second site.

Restructured entertainment resulting in a 25% reduction in costs and

40% increase in profitability

Negotiated contract, opened and operated a Catch a Rising

Star Comedy Club

Reduced Food and Beverage costs 35% increasing profitability

Increased Table Games drop 10% and profitability 22%

Increased slot drop 20%, coin-in 28% and win-per-unit 22%

MOHICAN NORTH STAR CASINO and BINGO (2001-2003)

Bowler, Wisconsin

General Manager for a 30,000 sq./ft. casino with 700 employees.

Board Member - Shawano County Tourism Council; Chairman - Marketing

Committee

Increased slot win-per-unit by 20%

Modified existing bus program resulting in a 70% reduction in costs

and an increase in profitability of more than 700%

Negotiated with State to allow installation ticket-in/ticket-out

Increased carded play by more than 200% by concentrating on card sign-

ups and usage

Implemented Direct Mail programs resulting in a increases in coin-in

from targeted guests

EAGLE MOUNTAIN CASINO (2000- 2001)

Porterville, California

General Manager - 45,000 sq/ft Casino with 400 employees.

Opened and operated Bingo Hall

Designed and executed installation of IGT Advantage slot accounting

system

Planned and managed the purchase and installation of 750 slot

machines

Increased profitability from slots by 40%

Cut food costs by almost 25%

DAKOTA NATION GAMING ENTERPRISE (1998-2000)

Sisseton, South Dakota

Corporate Director of Gaming for Dakota Nations Gaming Enterprise's

three casinos

Consolidated policies and procedures for the Tribe's three

casinos

Increased Poker and Pari-mutuel revenues and profitability by

more 100%

Increased profits Slots by 15%

Restructured Bingo operation resulting in increased

profitability and guest satisfaction

CHEROKEE TRIBAL CASINO (1997- 1998)

Cherokee, North Carolina

General Manager - 25,000 sq./ft. casino

Planned and managed a $3,000,000 casino expansion project

Designed and executed installation of Bally SDS slot

accounting system

Trained staff and prepared them for the transfer to

Harrah's

HARRAH'S RENO (1981-1997)

Reno, Nevada

Various progressive positions

EDUCATION

UNIVERSITY of NEVADA-RENO

Master of Business Administration (Casino Management)

Bachelor of Science in Business Administration (Marketing)

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