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Skills

  • Insurance billing
  • First Aid/CPR
  • CCTV
  • Data-driven decision making
  • Cross-functional team collaboration
  • Communications
  • Customer service
  • Problem resolution
  • Budgeting and forecasting for player campaigns
  • Advanced Excel for data analysis

Work Experiences

  • Went to process locations to look for potential recruits and make selections for the team's roster.
  • Created a high-impact player feedback loop with weekly tracking and actions that significantly decreased the number of escalated issues by 77%.
  • Used evaluation techniques and personal knowledge to assess players' abilities and place them in the appropriate positions on the team.
  • Acquired users in 10 months.
  • Delivered high-level presentations on player development strategies.
  • Achieved Employee of the Year for launching a player loyalty program.
  • Contributed to an overall player base increase in Boston.
  • Collaborated with product teams to roll out HubSpot-related training materials, reducing customer escalations by 58%.
  • Collaborated with analysts to interpret player behavior and generated targeted loyalty campaigns that increased engagement by 83%.
  • Achieved a 43% net promoter score increase.

Summaries

  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Dynamic program Coach who fosters an environment that promotes sportsmanship and fair play.
  • Looking for a coaching position with a great organization that values player respect and guidance.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Knowledge of ServiceNow in depth, as well as team leadership and performance reporting abilities.
  • Experienced in adjusting gameplay to maximize team success based on competitor strategies.
  • Strong technical skills and experience in quality assurance.
  • Former pro athlete with experience teaching team dynamics and self-reliance.
  • Outstanding program management and planning skills.
  • Sports medicine, sports psychology, fitness and injury prevention, and motivational techniques are all covered in depth.

Accomplishments

  • Partnered with marketing to increase participation in seasonal events, leading to a 66% increase in overall engagement.
  • Piloted regional player loyalty programs that increased return engagement from 53% of the player base.
  • Streamlined communication channels between the development team and player advocates, ensuring a 71% faster turnaround on key player-reported issues.
  • Collaborated with external partners like process to deliver exclusive rewards, increasing player retention by 29%.
  • Redesigned escalation pathways, leading to a reduction in high-severity player tickets by 77%.
  • Established KPIs for player satisfaction and engagement, increasing monthly active players by 32% over 6 months.
  • Developed training programs for junior team members, reducing team onboarding time by 70% and improving quality metrics.
  • Reduced the volume of escalations by 72% after revamping the player issue documentation process.
  • Implemented data-driven strategies to identify and engage with at-risk player segments, reducing churn by 53% over 18 months.
  • Introduced incentive-based retention strategies, which increased repeat log-ins by 30% over the past year.

Affiliations

  • Member, Casino Player Development Association metric
  • Certified Instructor, National Council of Problem Gambling (NCPG) – Responsible Gaming Focus 2019
  • Certified Member, National Gambling Impact Study Commission with a focus on player protection policies category
  • Guest Speaker, Player Loyalty Summit Raleigh, 2018
  • Active Contributor, Casino Enterprise Management (CEM) Magazine process
  • Committee Member, Hospitality Professionals Network, specializing in player retention strategies procedure
  • Active Member, Association of Talent Development (ATD), specializing in online player engagement strategies initiative
  • Gold Sponsor, Casino Customer Experience (CX) Conference metric
  • Graduate, Professional Casino Marketing Leadership Program, Columbus, 2018
  • Volunteer, Women in Gaming Forum category

Certifications

  • Certified Data-Driven Marketer (CDDM)
  • Customer Engagement Specialist (CES)
  • Certified Casino Player Development Professional (CCPDP)
  • ServSafe
  • Salesforce
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Retention Specialist (CCRS)
  • Certified Public Accountant (CPA)
  • Advanced Analytics for Gaming Professionals by Brightline

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