Experience

Northstar Lottery Group, LLC

• Government Administration
• 1 - 100 Employee

• Operations Analyst

  • Oct 2013 - Present

  As an Operations and Technology Analyst, I provide support on projects or ongoing operations to internal and external customers, supporting QA and AT and providing documentation on new products. Lead administer of sales products OnePlace and Fromstack; essential tools utilized by sales agents. Principle duties and responsibilities: Interface with local Operations, Sales, and Marketing Managers, as well as customer staff as appropriate during projects. Project manager for new products. Provide support to QA and AT phases of projects. Provide Computer Operations documentation and checklists. Provide operations shift cover for customers as required. Make recommendations regarding improved operating systems and procedures. Provide 24 hour front-line operations customer support. Respond accordingly during system emergencies to minimize financial penalties. Investigate incidents in the production environment, develop incident reports and other follow-up items to the customer base. Perform specialist training as required. Request software changes, alert management to software changes to be made.



Cox Communications

• United States
• Telecommunications
• 700 & Above Employee

• Operations Analyst

  • Nov 2006 - Oct 2013

  Duties include overall Call Center performance and management of Call Center Associates which include service levels, workforce scheduling and forecasting, performance metrics reporting, also responsible for analyzing and reporting on corporate based compliance metrics from the customer service representative, supervisor, and management levels. Ensure that the call center is performing to the established service levels that were developed by analyzing daily call volumes, staff requirements, and adherence to schedules. Recommendations of best practices to improve overall performance of customer service representatives, supervisors, and managers. Reports and notifies senior management when variances occur and develops alternate call handling strategies. High performance ratings and ability to multi task in a high volume Call Center lead to promotion to Operations Analyst.

• Technical Customer Service Representative

  • Jan 2006 - Nov 2006

  Responsible for Customer Quality Service duties included day-to-day troubleshooting and returning to service call center equipment, operating, and performance maintenance on Cable, Data, and Telephony equipment, as well as working knowledge in customer billing and sales/marketing of all Cox Communications products. Trained in Excel, Access, ICOMS GUI, and Telephone Switch Board, also trained in technical Cable/Telephony installation, maintenance, and operation.



GTECH Corporation

• Lead Technician

  • Nov 2003 - Oct 2005

  Lead team of 6 Site Technicians that were responsible for day-to-day troubleshooting, maintenance, installation, and software repair on GTECH, WMS, International Gaming Technology, and Spielo Video Terminals; consisting of over 1,100 Video Lottery Terminals. Promoted to Lead Technician within one year of hiring on as a Site Technician. Additional responsibilities include: Training of new employees, leadership over current employees and daily reporting of maintenance status, game installation, and part distribution to head of management of GTECH and Newport Grand.

• Financial Analyst

  • Jun 2003 - Nov 2003

  Responsibilities included: Sales input and record keeping of GTECH Canada Region, weekly run of Eastern sales reports, and day-to-day data entry. Completed seminar in basic Microsoft Excel and on-job training in SAP.



Narragansett Theatre LLC

• Manager

  • May 1997 - Jun 2003

  Employed as concession attendant, promoted to manager of Theater within 1 year. Managed staff of 20 attendants. Responsibilities included, but not limited to, accounting and security of daily revenue, filing and disbursal of employee pay roll, interviewing and hiring of new employees, develop and managed employees shift schedule. Liaison with film distributors such as Disney, Warner Bros., Paramount, New Line, etc., orderings of theater consumables and food products, as well as other cinema related products, responsible for maintenance of theater which include any and all repairs.

• General Manager

  • May 1997 - Jun 2003

  Promotion due to short-term leave of existing General Manager. During absence of General Manager, responsibilities expanded to include the management of two theatres as well as oversight of the contractors for general ground work associated with both theatres.