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Customer Service Manager

Omaha, NE, 68116
August 21, 2012

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**** *. *** *** • OMAHA, NE *****918-***-**** •


To obtain a Marketing/Promotion/Entertainment position with an emphasis on gaming/non-gaming promotions, events and entertainment. To have the opportunity to utilize my experience and understanding of gaming/non-gaming marketing, advertising, promotions, box office systems, production, and entertainment events. Strive toward meeting the business objective, creating brand loyalty, and affecting the overall property image.


Offering over 7 years’ experience in both casino and non-gaming industries. Practical knowledge and experience in:

- Communications - Network Marketing - Customer Service

- Leadership - Training - Events coordination

• Administrative, record keeping, resource management, strategic and creative planning skills

• Able to work in a team environment and to achieve goals through collaboration

• Skilled in reorganizing operations and streamlining procedures to increase productivity

• Supervise the creation of marketing materials to maintain a consistent, high quality message

• Computer skills: Word, Excel, Outlook, MYOB, Internet, ProTix and ShoWare box office ticketing systems.


ARD Productions/Promotions, Atlantic City, NJ 2008 to Present

Production Coordinator

Coordinate all aspects of headline concerts and corporate events •Represent the common thread between company executives, clients, producers, production crews, artists, managers, and vendors • Manage and direct a team of production assistants while successfully completing all projects on time and on budget •Formatting and distribution of a comprehensive production plan and schedule • Continue to assist in the company’s growth through a reputation of quality service •Develop venue manifest and show build with computerized ticketing system •Manage the payment system for vendors, venues, and Artists •Develop Artist arrival packages and procedures for housing and travel of touring entertainers •Apply strategic planning, administrative, and resource management skills while maintaining effective relationships with Artists, management, and agencies •Schedule the arrivals of vendors and crews from load-in through load-out •Handle Artist merchandise including percentage deals, setup, count-in and settlement •Liaison between the advertising agencies and Artist’s tour marketing to maintain on time delivery and proper execution of all advertising and promotional materials • Redline Artist rider, order and oversee all Artist and crew catering. Handle the distribution of all working credentials.

River Spirit Casino, Tulsa, OK 2011 to 2012

Box Office Coordinator/Entertainment Assistant

Assisted the entertainment manager in all daily administrative and operational duties • Responsible for box office operations, hiring, training and scheduling of box office and concert support staff • Configured new venue seating plots, ticket manifest, show builds, and ticket system uploads • Trained all staff on ticket system and operation • Made decisions on price points based on cost vs. gross potential • Established procedures for all internal ticket issues including the allocation and distribution of comp tickets, will call, ticket sales reports • Hired and scheduled support and specialty acts, models, and greeters • Scheduled transportation, hotel accommodation, and green room catering for visiting entertainers • Created and managed the first dinner & a show package • Implemented the first use of hand held ticket scanners in order to expedite show settlement, increase accuracy in reporting. and for the collection of customer data.


2708 N. 153 AVE • OMAHA, NE 68116 • 918-***-**** •


Downstream Casino, Quapaw, OK 2008 to 2010

Marketing Coordinator

Provided a high level of administrative support by conducting research, preparing statistical reports and correspondence along with the daily execution of ongoing casino promotions • Coordinated all aspects of the production, Artist riders, ticketing, advertising and marketing for a 6000 seat outdoor concert venue and a 1000 seat indoor facility • Concert event coordination included acts such as; Don Henley, Heart, and Foreigner • Key liaison between casino, Artist and producers for all concerts • Worked with Player Development to increase customer interest by designing and implementing promotional giveaways and events • Responsible for coordinating Player Development high-profile customer parties, from concept to completion • Trained all promotional staff on customer communication, promotional regulations and procedures • Developed scripts for “live” weekly and monthly ongoing promotions • Established and managed the distribution system for radio give-a-way ticket promotions • Scheduled and chaired all conference calls and in-house production meetings for concerts involving department heads, key staff, vendors, and producers • Established and managed complex timelines for concert and promotional projects • Developed an on-time payment system for entertainers, producers and vendors • Initiated and presented the first use of an in-house digital recording loop system for upcoming entertainment focused on promoting concert awareness and driving ticket sales • Assisted in the creation of marketing materials to maintain brand consistency • Managed the transportation and housing requirements for all

headline entertainers • Established the implementation of the first in-house computerized ticketing system • Trained the staff on the ticketing system and box office, retail, and player comp procedures • Implemented the first use of social network marketing to drive ticket sales and create brand interest • Worked with tribal gaming commission and the accounting department to establish vendor licensing and secure on-time payments • Established and controlled the contract, rider, and payment information for entertainers and concert production vendors.

Downstream Casino, Quapaw, OK 2007 to 2008

Executive Assistant

Assisted all departments heads and executives during the planning, construction and opening of a new $300 million casino hotel resort • Responsible for heavy calendar management for both internal and external executives and assistants • Coordinated a variety of complex executive meetings on and off property • Facilitated the relocation and travel schedules of all newly hired out of state executives • Assisted all executives with preparation of presentation materials and agendas for meetings, took minutes, answered phones and directed calls promptly and efficiently • Maintained records for staff, office space, corporate credit cards, and office keys.

Full Moon Café, Tulsa, OK 2005 to 2007


Responsibilities included courteous customer service, and the honest handling of cash and credit card transactions. Utilized time management and multi-tasking skills.

Clinical Care Skin Solution, Tulsa OK 2003 to 2005

Executive Assistant/Receptionist

Assisted in the launching of a nationwide skin care line. Organized appointment book, maintained customer accounts, handled cash and credit card transactions • Instructed clients on the proper use of proprietary products, while maintaining a professional disposition in the workplace • Traveled the country introducing the product line through trade show placement and product training seminars.


Personable – Focused – Outgoing - Strong Organizer - Goal oriented – Influential - Problem solver - Highly motivated – Resourceful – Dependable – Deadline driven - Multi-tasking

Education: Bishop Kelley High School, Tulsa, Oklahoma

Permits: Food Handlers Permit - Liquor Permit

Licenses: Oklahoma Casino Gaming License

Volunteer: Tulsa Day Center for the Homeless - Madonna House, Tulsa


Tony DiNizo


ARD Productions/Promotions, Inc.


Tim Brown

Casino Hotel Design and Operations Consultant

Downstream Casino & Resort


Kato Moy

Executive Director of Marketing

Agua Caliente Casino Resort


Charlotte Bates


Clinical Care Skin Solutions


Tena VanCleave

Executive Office Manager

Downstream Casino Resort


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