Manager Customer Service

Christopher Tilton

Cage Cashier/Player Services - Hobey's Casino

Reno, NV 89521

*********@*****.*** - 775-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

Cage Cashier/Player Services

Hobey's Casino - Sun Valley, NV - 2015 - Present

Responsible for assisting guests with financial and Player's Club transactions. Maintain accurate accounting of all financial transactions while maintaining a cash bank of up to $100,000. Track financial transactions for Title 31 compliance. Train new employees on cage operations, policies and procedures. Senior Corporate Operations Manager

CT, a WOLTERS-KLUWER BUSINESS - New York, NY - 2009 - 2013 Regional Corporate Operations Manager

- 2007 - 2009

Corporate Operations Manager

- 2005 - 2007

The primary function of the teams managed was to provide statutory registered agent services. These services included taking legal process on behalf of corporate entities, creating a record of the service and providing a summary of those documents using an internal application, and forwarding both the summary and documents per the Customer's instructions.

Accountable for managing operations for as many as four Service of Process Teams, that provided statutory registered agent services. Responsibilities included managing 4 Managers and 33 Process Specialists, including workflow scheduling, evaluations, and training/coaching. Position required in depth knowledge of multi - jurisdictional statutes, laws and regulations and the ability to understand and interpret a wide variety of legal documents. Assured that all records were maintained according to statutory and business requirements. Directed operating budgets of $1,500,000 including creating budgets for capital improvements, monitoring expenditures and accounting for any variances, and preparing requests for disbursement. Scheduled and led office meetings and training initiatives. Collaborated on the creation and implementation of policies, procedures, and protocols.

• Provided premier level customer service for over 250,000 entities including 75% of the Fortune 500.

• Maintained Top Ten customer satisfaction, productivity, and quality metrics nationwide while managing record volume. Individual team scores improved 10% in just one year.

• Founding member and proactive contributor to Six Sigma Team. Significantly improved quality functions by mapping processes, setting benchmarks, creating measurement systems, and developing training programs. Improvements increased national quality scores from 85% to 98%. This increased customer loyalty and renewal subscriptions generating increased revenue in excess of $500,000 year after year.

• Successfully coordinated training and on-boarding of off-shore paperless team (Cebu, Philippines)

• Developed new internal systems training which allowed my teams to assist other teams with 25,000 additional service of process. Accounted for a 10% reduction in overtime hours and maintained excellent service levels by transmitting information to customers in a timely manner.

• Recipient of SOP MVP Award (2005), Achiever's Club (2006), and Special Recognition Award (2007). EDUCATION

Bachelor of Arts in Political Science

University of Mississippi Oxford - Oxford, MS

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