Customer Service Manager

STAFFORD NELSON

***** ******* ****** ● Northridge, California 91324

M: 818-***-**** ● H: 818-***-****● ***************@*****.***

MANAGER

Quick-thinking, well-organized Management Professional capably directing the operations staff and customer growth expansion of fast paced environments using strong organizational and dynamic communication skills.

Decisive leader engineering internal restructurings yielding greater cost control, standardized procedures, and higher quality customer service.

Creative strategist innovating high-impact marketing campaigns on minimal budgets to quantifiable boost and retain customer base resulting in bottom line revenue increases.

Demonstrated team builder, motivating staff to comply with all applicable corporate, State, and Federal regulations.

Conversant in Spanish.

Daily Operations Management ● Revenue Growth ● Process Re-engineering Improvement

Staff Management ● Customer Service ● Schedule Management ● Customer Relationship-Building Employee Recruitment, Termination ● Performance Assessment ● Problem Resolution

Overhead Reduction ● Team Building ● Training and Development ● Competitive Analysis

PROFESSIONAL EXPERIENCE

Rydell Chevrolet, Northridge, CA, December 2017 - Present

Sales and Leasing Consultant

Adapting and Learning a new career in the Automotive Sales Industry. Assisting clientele with leasing and purchasing new and pre-owned automobiles. Assist with sales of warranties, financing and delivery.

Larry Flynt’s Lucky Lady, Casino, Gardena, CA, June 2017 – September 2017

General Manager

California Card Club with 400 employees offering multiple types of card games.

As General Manager, overseeing the entire property and all of its departments. Removal of several unsuccessful promotions and streamlined the current promotions to be more player friendly all while lowering the promotional budget. Decreased overhead while maintaining market share. Created a clean house campaign to facilitate the removal of over 150 guests who were detrimental to the rebuilding of the property. Implementation and enforcement of a new zero-tolerance policy designed to improve and to protect the employees as well as improve the public’s perception of the property. Improved the quality of Food and Beverage while lowering the prices. Created new and competitive food specials. Facilitated the introduction of two new successful marketing groups. Restructured the bussing program to maximize revenue while maintaining a less than competitive budget.

Hustler Casino Gardena, California 2011- 2017

Casino Manager

California Card Club with 700 Employees offering multiple types of Poker and other types of games:

Rapidly progressing and fulfilling the roll as Casino Manager shortly after receiving a promotion from Shift Manager. Starting in the Blackjack Lounge as a Floor Person and quickly being promoted to Supervisor of that section. Overseeing the entire Casino and all of its operations and divisions while ensuring compliance of all rules, regulations, policies and procedures. Strategizing to remain competitive in our market using original promotional ideas and concepts. Application of the highest quality of customer service, maintaining strong customer loyalty.

Selected achievements

Created a new Dealer Training Program while ensuring compliance of all rules, regulations, policies and procedures with an emphasis on guest services. Increased loyalty and revenue for the Blackjack Lounge by re-organization, customer service strategizes, increase of new clientele using in house and local events to promote the Hustler Casino and Blackjack Lounge. Created an original Excel Program to track business trends, monitoring all sections to give accurate projections to the Owner on a daily basis, increasing accuracy of these projections by 40%. Experience in announcing any type of promotion or event using a professional voice.

NORMANDIE CASINO, Gardena, California 1996-2011

Manager, Blackjack Section

California Card Club with 500 employees offering multiple types of poker and other games. Facilitated the seamless operation of a fast-paced division, directing multi-level staff, and assisting customers while ensuring compliance with all corporate and regulatory rules for facility maintenance, policies and rules. Executed such administrative tasks as schedule management, employee recruitment and termination, work performance appraisal & reprimands. Tracked employee work hours to minimize overhead. Orchestrated marketing initiatives to maintain competitive edge. Motivated staff to deliver high-caliber customer service to increase and maintain high retention rates. Introduced employee incentives and reward systems to boost morale.

Select Achievements:

Escalated revenue by 25% with a corresponding 20% drop in expenditures within 4 months of assuming role.

Captured higher revenues after revamping operational procedures resulting in standardized service levels & speeds.

Leveraged emerging business trends and strategies to retool employee schedules, yielding lower overall costs.

Positioned the company as a viable competitor using creative promotional campaigns funded by a budget representing 35% of the closest rival.

Forged strong strategic relationships with clients, personally delivering high-level customer service such as arranging exclusive events.

Paigow Supervision/Dealer Coordinator (2010)

Oversaw the Paigow division, capably leading up to 75 floor staff, food workers, porters, and maintenance staff while ensuring fulfillment of established rules and regulations. Mediated table decisions. Appraised employee performance, mentoring and coaching staff as necessary to bolster individual personnel skills. Kept track of players and all dealers.

Select Achievements:

Tapped to schedule all dealers for every shift to ensure optimal coverage.

Strengthened communication between executive leaders and front and back of house employees, measurable raising morale.

Led training sessions on a newly acquired and installed dealer & player tracking computer system.

Pioneered a system to track employee schedules, time off and vacations.

Blackjack Manager (2007-2010)

Skyrocketed the number of clients participating in the VIP private game play by 300% after amending the casino rules, including the simplification of dealing procedures and the restructuring of the gaming decisions manual. Educated staff on new rules.

Select Achievements:

Raised section revenues by 25%

Optimized the dealer rotation process reducing overhead costs.

Transitioned scheduling priorities from seniority to a performance –based system

Planned and executed blackjack tournaments.

Paigow Supervisor (1999-2007)

Managed daily operations as a fast-learning, hands-on leader skilled in building strong customer relationships, innovating attention-grabbing promotional campaigns and delivering unparalleled customer service to high net-worth clients.

Earned 9 promotions, tenaciously advancing from initial hire as a Chip Runner to ultimately achieving a high-profile role as the Blackjack Manager.

EDUCATION

Coursework in Business Administration

Moorpark College, Moorpark, California

Coursework in Communications

Pierce College, Woodland Hills, California

PROFESSIONAL DEVEOLPMENT

Management Training

CPR Certified

Certified in California Mandated Sexual Harassment Prevention

Certified in Responsible Gambling Training

Certified of Achievement for Preventing Harassment and Illegal Discrimination for Supervisors (2015)

Certified Federal Title 31 Training, BSA, Money Laundering Prevention

Certified in Fraudulent Gaming Tactics and Techniques

Fluent in Dealer Rotations/Casino Software by IT Casino Solutions, LLC

Key Licensed Employee for State of California

Experience in dealing with Department of Justice laws and regulations

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