Customer Service Social Media

ALBUQUERQUE, UNITED STATES, ***** •

*******.**********@*****.*** • 505-***-****

MICHAEL LUCERO

Sales and Management expert

PROFESSIONAL SUMMARY

Sales and management expert with 9+ years of experience in optimizing operations and driving team performance. Skilled in employee development, customer service, and strategic planning, with a proven track record of enhancing productivity and satisfaction. Dedicated to fostering a collaborative environment and implementing innovative solutions to achieve business growth and success.

EMPLOYMENT HISTORY

SLOTS SHIFT SUPERVISOR Mar 2024 - Present

Isleta Resort & Casino

OWNER & CEO Feb 2020 - Present

The 505 Grocery Guy

• Executed performance reviews to encourage improved productivity for team members.

• Enhanced operational performance by developing effective business strategies, systems and procedures.

• Promoted business on social media platforms to maximize brand identity and generate revenue.

• Created and implemented employee onboarding and training programs to promote employee retention and team collaboration.Spearheaded strategic initiatives to boost operational efficiency, resulting in measurable improvements in team productivity and revenue growth.

SECURITY OFFICER Mar 2023 - Jan 2024

Sandia Resort & Casino

• Provides customer service and assistance to patrons and employees of the casino and to members of the Pueblo of Sandia/Sandia Resort and Casino.

• Provides for the safety and security of Pueblo and casino monetary and material assets.

• Provides for the safety and security of employees, patrons, buildings, grounds and all property belonging to Sandia Resort and Casino and its patrons.

• Responsible for deterring theft, criminal activity, vandalism, fire and illegal entry using procedures prescribed by the Chief of Security.

• Responsible for performing foot or mobile patrol of buildings, grounds and other designated areas, indoors and outdoors, on a flexible schedule as directed by supervisory personnel.

• Responsible for identifying and reporting equipment failures, broken fixtures, medical emergencies and any other irregularities noted during assigned shift.

Guide staff to enhance productivity and customer service, ensuring high performance levels. Schedule and manage team workflow, maintaining optimal staff coverage. Ensure compliance with company standards and operational requirements. Coach and mentor employees, providing feedback to boost job performance. Address customer inquiries and resolve complaints, ensuring satisfaction. Lead slot operations team, ensuring compliance with regulations and maintaining high customer service standards. Resolve complex issues and approve large payouts.

Optimize staff scheduling and workflow management to enhance productivity. Implement strategies that significantly improve employee performance and customer satisfaction. Mentor and coach team members, providing constructive feedback and guidance. Foster a collaborative environment that promotes continuous improvement and growth.

Develop and implement new operational procedures to streamline processes and enhance efficiency. Proactively address customer concerns to maintain a positive gaming experience. Pioneered social media marketing campaigns, significantly expanding brand reach and cultivating a loyal customer base in a competitive market.

Developed and implemented comprehensive employee training programs, fostering a culture of continuous learning and enhancing team cohesion.

Crafted and executed long-term business strategies, driving sustainable growth and positioning the company as a leader in the local grocery sector.

PREFERRED RELATIONS SPECIALIST May 2015 - Sep 2018 Bank of America

• Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis.

• Identifies client needs and recommends solutions when fraud has been identified.

• Works with clients to build and deepen relationships by uncovering financial needs and recommending the best products, services, and solutions to meet those needs.

EDUCATION

BS IN BUSINESS ADMINISTRATION Dec 2024 - Present

University of New Mexico

HSD IN COMMUNICATIONS 1998 - 2002

Rio Rancho High School Rio Rancho

TECHNICAL DIPLOMA Feb 2004 - Dec 2004

Albuquerque Job Corps Albuquerque

Computer Science and Admin Management

SKILLS

Business Management (Skillful), Employee Development (Skillful), Relationship Building (Experienced), Communication (Expert), Logistical Planning (Beginner), Administrative Management (Skillful), Customer Service (Expert), Strategic Planning, Inventory Management (Skillful), Social Media Marketing (Experienced), Training, Security (Skillful), Risk Management (Experienced), Sales (Skillful).

Provides witness and money verification services when directed.Ensured safety and security of assets, patrons, and personnel through vigilant patrols and proactive incident prevention measures Coordinated with diverse teams to provide comprehensive security coverage, enhancing overall resort and casino protection Sells and fulfills banking products including checking and savings accounts, credit cards, Certificate of Deposits (CDs), Individual Retirement Accounts (IRAs), and loans.Conducted thorough risk assessments, escalating complex cases through appropriate channels for comprehensive review and exception handling. Collaborated with clients to develop tailored fraud prevention strategies, addressing security concerns and maintaining account integrity.

Drove client satisfaction by uncovering financial needs and recommending optimal products, resulting in increased account retention and loyalty.

Pioneered cross-selling techniques for diverse banking products, enhancing customer portfolios and contributing to revenue growth.

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