Customer Service Manager

Ron Matlock Resume Document Transcript

RONALD K. MATLOCK 6360 E Sahara Ave, Apt 2043. Las Vegas, NV 89142 702-***-**** abpkla@r.postjobfree.com and highly accomplished Executive Casino Host with a strong background in Player Development, Slot Operations,Sales, and Customer Retention within the challenging Casino Industry. Over 8 years successful, progressive experience in allphases of slot operations, gross margin growth, sales growth, tactical planning, marketing, sales, personnel and operationsmanagement. Outstanding record of achievement leading to accelerated revenue growth. Uses outstanding customer relations,negotiation and conflict resolution skills to assess customer needs and build rewarding business relationships. Recognized forconsistent achievement of objectives and known as a dedicated, experienced manager and leader with a proven ability to build highlyfocused and committed teams. Proven talent for identifying customer needs and translating into deliverables to win new customers,generate revenue gains and increase profitability. Articulate communicator.PROFESSIONAL EXPERIENCEMt Airy Casino and ResortExecutive Host 6/10 5/11 Develop initiatives that identifies and target revenue from familiar gaming markets. Create and implement player development events that attract new clientele to the casino. Maintain Profiles of Host Level Players. Credit Approval Authority. Top Rated Host 3rd Qtr. 2010Corona Casino Marketing 03/09-05/10Independent Marketing Rep Nevada - Las Vegas, Reno, Lake Tahoe, Laughlin Bahamas - Atlantis Resort - Paradise Island, BahamasMajestic Star Casino, Gary INPlayer Development Executive Host 4/08 2/09 Develop initiatives that identifies and target revenue from familiar gaming markets. Create and implement player development events that attract new clientele to the casino. Maintain Profiles of Host Level Players. Credit Approval Authority.Isle of Capri Casino, Boonville, MOExecutive Casino Host 12/06 3/08 Created and implemented player development events to attract new clientele to the casino. Developed business initiatives that identifies and target revenue potential within key market segments including Acquisitions, Play Consolidation and Retention. Successfully drove gaming revenue for targeted VIP customers through aggressive contact strategies including telemarketing and special events. Successfully acquired business in markets within a 150-mile radius. Facilitated open communication and information flow to senior management developing comprehensive status reports for review and analysis. Analyzed statistical data and tracked key volume indicators. Responsible for public relations and guest relations, consistently promoting Casino activities and services, enhancing the company profile and increasing customer retention levels. Achieved a 4.2 rating out of a 5.0 evaluation. The highest rated employee in the department. Special Recognition Award 3rd and 4th Qtr. 2007Ameristar s Casino, St Charles, MO 12/04 12/06Casino Host Maintain Profiles of Host Level Players Successfully put together property functions that targeted diverse markets. Analyzed statistical data and tracked key indicators that helped the host team to achieve revenue goals. Consistently achieved growth and profitability increases within the AEP (Avid Experienced Player), and VIP business sectors. Achieved the distinction of being the highest rated Casino Host for the brand in 4th Qtr 2005 and second highest in 1st Qtr 06.Argosy s Alton Belle Casino, Alton, IL 12/03 12/04Casino Host Increased Argosy s Share of the Wallet profitably from VIP customers base by building strong professional relationships, acquiring new business, securing account reactivation and providing superior customer service to build loyalty. Responsible for off-property events (Rams, Blues and Cardinal events) Provided monitoring and statistical data to increase long distant customer trips. Provided strong telemarketing relations and mail campaigns. Rated #2 in Revenue gains on a team of 6 1st Qtr. 04 Rated # 1 in Revenue gains 2nd & 3rd Qtr. 04Harrah s Casino & Hotel, ST. Louis, MOSlot Supervisor 04/03 12/03 Maintain customer service levels on the slot floor. Responsible for paying jackpots, counting down banks and ensuring that all focus keys are being demonstrated. Responsible for 13 directs direction and mentoring to help maintain high customer service levels. Implemented all Focus training skills and handled all customer complaints and disputes.Mark Twain Casino, LaGrange, MOSlot Shift Manager 05/01- 03/03 Responsible for a vast range of business functions including hiring and training the slot department. Collaborate close with Missouri Gaming Commission to establish regulatory procedures. Collaborated with GLI in testing all machines and setting up the gaming floor. Performed operational evaluations to determine areas for improvement and implement effective programs to improve service and guest experiences. Achieved the highest rated department in employee retention. (8% turnover) in the largest department.Gold Coast Hotel and Casino, Las Vegas, NV 06/92-04/01Slot Supervisor Impressed Change Banks and Booths Filled Slot Machines Paid Jackpots and Supervised Slot Floor Shared shift responsibility of counting and disbursing TokesADDITIONAL PROFESSIONAL EXPERIENCECommunity Ambassador 2008Isle of Capri Loaned Executive for United Way 2007Produce Mgr, Albertson s Grocery Stores 12/82-6/92EDUCATIONGraduated High School 1982Texas Senior High, Texarkana, TXTexas College, Tyler, TX 1982-1983Community College, Las Vegas, NV 1990-1992PROFESSIONAL DEVELOPMENTIsleOne Core Management Series 2007Putting People First 2007Telephone Selling Skills (Baker Communications) 2005Business Writing I & II 2004Key Management Learning Series 2002Harrah s Leadership Training 2003Diversity Trainer 2000Slot Performance training 1996 TECHNICAL SKILLSDatabase Design/Development: Power Point, Word, and Excel/ GoldmineOperating Systems: Windows XP, CMS (Casino Management Systems), LMS/RMS (Hotel Revenue Management Systems), CDS