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Manager Customer Service

Location:
Joplin, MO
Salary:
open
Posted:
September 15, 2012

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Resume:

Jerry L. West

**** ********* ****** ******, ** **804

(C) 918-***-**** ( ************@*****.***

Qualifications

Profile

Is an assertive, results-focused executive with over 20 years of

progressively responsible management

experience. Has directed the efforts of more than 700 employees, providing

training and mentoring to further their professional and personal

development. Dynamic team player and leader who works well under pressure

and possesses a track record of contributing to successful grand opening,

expansion, and renovation projects, delivering results within strict time

and budget constraints. Offers proven abilities in fostering positive

relationships with regulatory authorities. Skilled user of MS Windows/Excel

and AutoCAD. Additional areas of expertise include:

|Profit/Loss |Strategic |Project |Facility |

|Responsibility |Planning |Management |Design/Layout |

|Financial |Expense Control|Customer Service |Marketing |

|Analysis/Management | | | |

Key Responsibilities

. Worked with department heads to ensure customers received exceptional

service. Provided staff with feedback, motivation, and inspiration;

functioned as a resource to personnel to aid in the development of their

skill levels and knowledge.

. Planned and forecasted revenues, expenses, and staffing requirements.

Submitted and administered strict annual budgets. Monitored all revenue

and non-revenue reports. Controlled costs to achieve budget goals.

. Recruited, hired, and trained personnel. Instructed department heads in

leveraging analytical tools to drive increases in revenues and

profitability.

. Ensured compliance with administrative policies, directives, and

regulations.

. Conducted evaluations of various properties and made recommendations for

improvement.

. Attended various tradeshows to maintain up-to-date knowledge of industry

trends.

Career Track

Eastern Shawnee Tribe of Oklahoma 2011 to Present

General Manager managing 2 properties and a new construction.

< Completed the remediation process with Bally in efforts to employ best

practices to optimize efficiency.

< Increased EBIDA month-to-month beginning first month hired.

< Restructured the Marketing Department and Strategies to become more

competitive and impact EBIDA.

< Promoted and hired Executive Level Team to prepare for new facility.

< Developed Tribal talent within the organization.

WineStyles Owner 2009 to 2011

Owner\Operator wine retail shop.

< President of LOYL Grapes, LLC.

Hard Rock Casino & Resort Tulsa 2007 to 2009

Sr. Director of Gaming Operations managing 7 properties, 2 smoke shops, and

1 travel plaza.

< Installed a new casino management system and implemented computer usage

best practices to optimize department efficiency.

< Directed the General Manager and his staff through the necessary steps

for opening a new property in West Siloam Springs.

< Directed the General Manager and his staff through the necessary steps

for an expansion in Catoosa.

< Restructured the Corporate Gaming department to become more effective and

efficient.

< Developed Tribal talent within the organization.

Jerry L. West Page 2 of 3

Spirit Mountain Casino and Resort 2005 to 2007

Director of Gaming Operations managing 500 employees in the slot, table

games, poker, keno, bingo, arcade, and play world departments.

< Installed a new casino management system and implemented computer usage

best practices to optimize department efficiency.

< Boosted slot WPU by reducing machine density, improving sight lines, and

properly displaying product.

< Coordinated one partial renovation as well as the first phase of an

expansion.

< Maintained a positive relationship with the Council, Board, and Gaming

Commission of the Grand Ronde Tribe.

< Played a key role in achieving several record revenue months in the

facility's 11th year of operation.

Harrah's Casino Tunica (Resorts Tunica) 2002 to 2005

Director of Casino Operations overseeing 300+ employees in the slot and

table games departments.

< Orchestrated a complete renovation of the layout of the casino floor,

including installing new carpeting throughout, completing the project

within an extremely tight timeline.

< Cultivated a close working relationship with the Mississippi Gaming

Commission.

Pinnacle Entertainment 2000 to 2002

Director of Slot Operations managing 100+ employees in the slot department

and supervising executive hosts.

< Strategically built and developed an operating team to lead the property

into the future.

< Opened the Belterra Casino 100% GLI-approved and 100% operational,

despite severe boat damage and time delays.

< Initiated the renovation of Casino Magic and drove a 20% increase in slot

revenues.

< Fostered positive relationships with the Indiana and Louisiana Gaming

Commissions.

Caesars Indiana 1999 to 2000

Slot Shift Manager, Casino Technical Shift Manager, and Dealer directing

the activities of the slot department.

< Ensured 24/7 availability of technical support by successfully training

an entire shift on several pieces of equipment.

Horseshoe Casino 1994 to 1999

Slot Shift Manager overseeing the hosting, marketing, technical, and

operational aspects of the slot department.

< Recruited as a key member of the opening management team to hire and

train supervisory staff, develop training programs for all levels, and

oversee pre-opening activities.

Casino Magic 1992 to 1994

Assistant Slot Shift Manager, Slot Supervisor, Slot Attendant, and Slot

Technician supervising slots.

< Supervised department employees, tracked overtime hours, and maintained

the security of all keys.

Military Experience

United States Air Force 1985 to 1994

Weather Equipment Instructor planning, scheduling, and conducting classes;

preparing lesson plans, developing course materials, administering tests,

maintaining records, providing remedial training, and making

recommendations to improve course materials and contents.

Jerry L. West Page 3 of 3

Weather Equipment Technician planning, scheduling, and conducting

maintenance on 300+ pieces of equipment; performing extensive installation,

alignment, modification, troubleshooting, and repair; working with state-of-

the-art test equipment.

Education

Bachelor's Degree Coursework in Business, Crichton College

Associate of Science in Electronics, Gulf Coast Community College

Master Instructor Certificate; Occupational Instructor Certificate,

Community College of the Air Force

Management Leadership School (MLS), Harrah's Casino Tunica

Completed additional training in various technologies



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