Experience

Konami Gaming, Inc.

• United States
• Gambling Facilities and Casinos
• 300 - 400 Employee

• Senior Manager of Order Operations | Order Management

  • Oct 2022 - Present

  Las Vegas, Nevada, United States

• Customer Service Manager

  • May 2018 - Present

  Las Vegas, Nevada • Managed a team that coordinated and supported domestic and international customers, providing optimal support via all applicable platforms of customer contact, such as email, phone, etc. • Identified and monitored trends in customer inquiries. Reported new issues and improved service based on customer feedback. • Responsible for all hiring and coaching of staff. Created and optimized onboarding and training materials for CS teams. • Developed, maintained and periodically reviewed CS… Show more • Managed a team that coordinated and supported domestic and international customers, providing optimal support via all applicable platforms of customer contact, such as email, phone, etc. • Identified and monitored trends in customer inquiries. Reported new issues and improved service based on customer feedback. • Responsible for all hiring and coaching of staff. Created and optimized onboarding and training materials for CS teams. • Developed, maintained and periodically reviewed CS systems, policies, procedures, training and reference documentation. • Collaborated cross functionally with internal teams (e.g., Sales, Marketing, Product, Management, Compliance, Engineering, Operations, Production etc.) to drive a long-term healthy customer program, as well as provided updates regarding customer orders. • Created KPIs, targets and goals for customer support team. • Coached and developed team members through weekly 1:1 meetings, while also conducting bi-weekly team meetings. • Developed reports in IBM Cognos through ERP/CRM to capture critical data for customer support. Also provided and presented weekly customer and team metrics to Directors, VPs and Executives. • Ensured team members met and achieved quarterly financial goals. • Managed escalated inquiries. Handled complex technical issues, troubleshooting and problem solving • Helped develop and implement company’s first RMA program.

• Customer Solutions Supervisor

  • Apr 2015 - May 2018

  • First point of contact for team members with any questions, concerns or escalations. • Ensure customer complaints are resolved in a timely fashion. • Assisted CS Manager with reporting on metrics and ensure KPI’s were met. • Maintain in-depth working knowledge of the company’s brands, systems and processes. • Maintain communication with customers via emails, phone calls, mails, etc.

• Scheduling Coordinator - East and Central Territories

  • Feb 2013 - Apr 2015

  Las Vegas, Nevada Area Scheduling of all Field Service activities, ie. game installations, returns and conversions.



TransAct® Technologies

• United States
• Retail Office Equipment
• 100 - 200 Employee

• Inside Sales Coordinator / Sales Support Administrator

  • Aug 2011 - Jan 2012

  Las Vegas, Nevada Area • Confirm and enter purchase orders, schedule delivery dates, email confirmations, expedite orders as required • Provide quotes, pro-forma invoices , customer account/ credit requests • Maintain communication with Outside sales reps, manage inventory allocations, establish and maintain customer relationships, as well as maintain customer account information



Biamp

• United States
• Appliances, Electrical, and Electronics Manufacturing
• 400 - 500 Employee

• Senior Inside Sales Coordinator

  • Dec 2007 - Oct 2010

  Beaverton Oregon • Processing orders, releasing for pick, running pack slips. Maintaining a high level of accuracy in all work performed. • Answering customer phone calls and email inquiries regarding tracking information, order status, etc. • An assistant to the VP of Sales and the Customer Service Manager • Daily Reporting. Processed daily reports on bookings, revenue and back log information. Distributed the reports throughout the company. • Provided internal customer service to all departments.… Show more • Processing orders, releasing for pick, running pack slips. Maintaining a high level of accuracy in all work performed. • Answering customer phone calls and email inquiries regarding tracking information, order status, etc. • An assistant to the VP of Sales and the Customer Service Manager • Daily Reporting. Processed daily reports on bookings, revenue and back log information. Distributed the reports throughout the company. • Provided internal customer service to all departments. Inquiries about product, back log, serial numbers, shipments, special requests Show less



Encompass Teleservices Inc

• United States
• Technology, Information and Internet

• Training Manager

  • Jun 2002 - Dec 2005

  Las Vegas, Nevada, United States Managed day to day operations of entire training department. Department comprised of 120 employees, including trainers, co-trainers, coaches and entry level employees. Conducted on-going training classes for department leadership to enhance knowledge, facilitation and leadership skills. Coordinated with corporate to ensure client’s standards were met. Delivered six month and annual reviews for staff members to determine raises and future Organize and develop training procedure manuals and… Show more Managed day to day operations of entire training department. Department comprised of 120 employees, including trainers, co-trainers, coaches and entry level employees. Conducted on-going training classes for department leadership to enhance knowledge, facilitation and leadership skills. Coordinated with corporate to ensure client’s standards were met. Delivered six month and annual reviews for staff members to determine raises and future Organize and develop training procedure manuals and course materials including handouts and visual aids. Delivered and facilitated a seven week new hire training course. Training consisted of 5 weeks of in class training and two weeks of hands on training on the phones. Trained all agents on call center KPI's regarding call times, hold times, and focused on one call resolution.

• Quality Assurance Manager

  • Feb 2000 - Jun 2002

  Beaverton, Oregon