Lee M. Pineo

Profile

A future-focused business professional with strong risk management and investigative expertise. Adept at advising on a variety of HR operations, compliance, and investigative issues. A strong leader and team-builder, with proven ability to forge solid internal and external partnerships, a proven track record of bringing executional adjudicating expertise, as well as the drive to move forward with new innovative projects that enhance the Integrity of an organization while providing the best customer service.

Strategic thinking and operational understanding (ie. risk analysis)

Strong conflict resolution and negotiation skills

Experience working within legal and regulatory compliance processes

Familiar with courtroom procedures, decorum, and the Ontario Evidence Act

Ability to obtain Certifications of OAPSO and MLEOA

Knowledge of criminal investigative techniques

Understanding and general knowledge of building construction

Adept at understanding legislation/regulations and their application/implementation

Employment

ONTARIO LOTTERY AND GAMING CORP. 2004 to Present

Senior Manager, Prize Claims

Reporting to the Director of Prize Centre Operations responsible for ensuring the integrity and continuity of evidence in alignment with the Ontario Lottery Gaming Act, regulations, policies, and procedures. Escalated files and made recommendations to the Director, management team, and the OPP. Managed two teams, one of which consists of 10 front line staff who complete intake of lottery claims and action payment, the other, a team of 8 employees who conduct investigations in a fact-driven and risk-focused manner. Acted as Management Representative for the Health and Safety Site team.

Investigator, Prize Claims

Reporting to the Senior Manager performed investigations into high dollar value and suspicious prize claims. Conducted interviews with all parties involved with a claim, while ensuring privacy rights were not breached. Reviewed and approved reports, compiled documentary evidence required to substantiate or disprove claims, including research and analysis of transactional data from retail locations. Managed dispute resolution and investigated allegations of fraud. Adapted to changes in deadlines and priorities.

Supervisor, Corporate Security

Responsible for compliance with regulatory standards in the gaming area of the organization in addition to other applicable municipal, provincial and federal laws and regulations. Conducted internal investigations of employee misconduct, utilizing strong knowledge of criminal investigative techniques. Compiled detailed written reports on incidents and arrests for any criminal activity while maintaining the safety of patrons and fellow employees.

Dual Supervisor Corporate Security

Employed in a dual-capacity role of both Supervisor and Front Line Security.

KEY HIGHLIGHTS

Established and maintained a positive work environment, effective employee relations, and maintained good public relations with patrons.

Initiated several qualitative reports which are utilized by Corporate Investigations and the Lottery Business Unit.

Established a video interview process for claimants in an environment where a high number of regulations and processes were required. Involving building a business proposal, identifying technological requirements, training staff, effective communication, and instruction to customers, proving to be an efficient and accessible process with high success rate.

Completed duty schedules of staff on a daily basis, organized shift briefings in order to communicate pertinent information to security officers, provided first aid and first response medical attention as required.

Successful conflict resolution with numerous customers, media, members of the public, within a diverse and high-traffic location.

Conducted and oversaw thousands of interviews for lottery claims, identified attempts to defraud lottery owners and the Province, utilizing interviewing techniques, data collection, analysis, and collaboration with various teams.

Successfully implemented a fully digital database, removing a hard copy system. Achieved through preparation of a business proposal, communication to various stakeholders and regulators to demonstrate that all regulations and rules for record management would be maintained, allowing for instant transfer of information through one database and eliminating potential loss of evidence records. Once launched, the knowledge was shared to deploy the same database structure for other teams in the organization, allowing further integration, ease of communication, and shared information while maintaining privacy requirements. The implementation allowed management staff to create shared databases and control security access without delay.

Conducted demonstrations of rightful ownership process for media outlets when called upon by Corporate Leadership.

Managing a high stress environment for employees and the public. Providing coaching and mentorship to staff members in the processes of organizational change.

Developed business case proposals making sound decisions based on data collection to support the need for increased staffing. Data compilation and analysis were based on employee output, accounting for attrition, seeking a sustainable plan.

Education

Georgian College: Barrie Campus 2002

Police Foundations Ontario College Diploma

A combination of academic and practical courses to develop knowledge and skills related to policing, law enforcement, forensics, crime scene investigation, interview skills, and crisis intervention.

DeGroote School of Business 2012

5 Day MBA: An intensive focus on accounting, finance, strategy, marketing, and high performance management contributing towards career and professional development.

Courses & Seminars

Ontario Educational Leadership Centre, Orillia Seminar

Emergency Medical Responders Level 1

WSIB and Health and Safety Certified Management member

AGCO Gaming Key License (requiring high level government security clearance)

Leading the Way leadership course (OLG)

Accessible Customer Service course

Ontario Provincial Police: Criminal investigative techniques, collection of evidence, building Crown briefs

Management Training for construction safety in the workplace (Graham Construction)

Conflict Resolution Training

PeopleSoft: Nvision training

Strategy Execution Planning: Create a support infrastructure (Canadian Management Centre)

Management Skills: Communication, performance management, delegating, motivation (Canadian Management Centre)

Communication with Diplomacy, Tact and Credibility: Knowledge, skills, and attitude (Canadian Management Centre)

Preparing for Leadership (Canadian Management Centre)

Time management for Managers: Managing technology, concentration and focus, planning for success (Canadian Management Centre)

Communicating up, down and across the organization: Targeting audience, interpersonal influence (Canadian Management Centre)

ISN Investigative Interviewing course

Canadian Police College: Strategic Intelligence Assessment Course

Skills & Training

Ability to meet tight deadlines, adjust to rapidly changing priorities

Ability to deal authoritatively in a professional and polite manner

Extensive experience in defusing emotionally charged conversations

Detail oriented and highly organized

Strong case management skills

Adheres to a strict code of confidentiality

Excellent report writing and communication skills

Emergency Medical Responder

Sound judgment, analytical, and problem solving skills

Excellent knowledge of computer and software programs

Positive attitude and willingness to assist others

Lead trainer for large groups of internal programs (IQS, DART), insider searches, and analysis of lottery transactions)

Well versed in the Ombudsman findings and responses related to the OLG, in particular the Game of Trust

Possess valid, unrestricted, Ontario Driver’s License Class G

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