- 3180 Coral way Apt 804 Ÿ Coral Gables, XXXXXX xxxxxx ( (xxx-xxx-xxxx * abc@xyz.com

Customer Service/Relationship/Experience Manager

Qualifications Profile

    Self-assured and accomplished solutions provider in driving marketing programs that create a totally satisfying customer experience with more than 16 years of managerial leadership in marketing, customer service, administration, and operations management in the gaming/hospitality, tourism/travel, and telecommunications sectors.

-    Proven dedication to process efficiency in delivering outstanding customer service quality that enable the business to maintain market leadership and sustained growth in highly competitive businesses.

-    Detail-oriented without losing sight of the big picture, analytical and methodical with critical thinking to resolve professional relationship and work issues even under stress.

    Versatile, xxxxxxexible, and adaptable with quick learning abilities to reach high productivity levels in fast-paced work environments and new or demanding assignments.

    Well-organized with multitasking and prioritization skills that optimize resources to achieve outstanding results.

    Strong people management and interpersonal communication skills that inspire confidence, performance excellence, and teamwork synergies across diverse ethnicities and multi-functional engagements.

Key Expertise

Marketing & Sales

    Acquisition Marketing

    Chanel & Direct Marketing

    B2B/B2C Sales Management

    Event/Promotions Management

    Market Segmentation & Penetration

    Brand Management

Business Operations Management

    Strategic Planning & Execution

    Casino Operations Management

    Leisure Travel Management

    Cruise Line Management

    Property Development for Games & Amusement

    Service Quality Management

    Customer Service Management

    Process/Workxxxxxxow Improvement

    Relationship Management (Clients, Partners, & Suppliers)

    Profitability Business Modeling

    Project/Program Management

Administration

    Policies & Regulatory Compliance

    Budget Administration

    Staff Supervision & Training

Technical

    Productivity Tools: MS Office (Word, Excel, PowerPoint, Access, & Outlook),

Professional Experience

Carnival Corp., Global Casino Operations Ÿ Xxxxxx, XXXXXX

    Manage a professional team to execute acquisition marketing efforts, creating a successful presence of 9 different brands and 100 ship-board casinos across continents, and overseeing direct VIP engagements for the world s largest cruise operator managing Carnival Cruise Line (CCL), Princess Cruises & Holland America Line (N America), Seabourn, Cunard and P&O Cruises (UK), P&O Cruises (Australia), Aida (Germany) and Costa Cruises (Italy).

    Build sustainable professional relationships with land-based casino partners, hosting trade events and promotions for Tropicana, Venetian, Penn National Gaming (various properties), Isle of Capri (various properties), and Golden Nugget (Las Vegas and Lake Charles), among the major business partners.

    Develop and administer pre- and post-cruise execution of the Independent Agent program onboard, as well as the development and execution of a partnership marketing program (B2B) for issuing free cruises to property acquisition.

    Collaborate with Operations to ensure meeting sales objectives through effective targeted marketing.

    Develop and deploy cruise guest surveys that provide qualitative and statistical service quality benchmarking.

Achievements to date:

    Successfully implemented regular casino services on Princess Cruises, Carnival Cruise Line and Holland America Line, and contributed to the overall casino revenue recovery for CCL, resulting in a $100M improvement in Gross Revenue over a 5 year period.

    Led a team in developing and executing a year-long 20th Anniversary Wheel of Fortune TM Slot Tournament aboard CCL that involved onboard promotions and hosting a $200,000 Slot Tournament.

    Led marketing business case and financial modeling for $60M capital project to build, install and create internal processes for a casino management system that will consolidate.

    Developed and deployed new play-up promotions for drinks on 5 brands, in 4 different regions: Costa Cruises (Italian), Aida Cruises (Germany), Cunard (UK), P&O UK Cruises (UK), Holland America Line (North America) and Princess Cruises (North America).

    Developed and executed a bounce back program on Costa Cruises that offered free trip promotions to all qualified guests before departing for their cruises.

- 3180 Coral way Apt 804 Ÿ Coral Gables, XXXXXX xxxxxx ( (xxx-xxx-xxxx * abc@xyz.com

Professional Experience (continued)

    Managed all casino marketing for multiple cruise brands, executing multiple concurrent targeted promotions and iterated campaigns that increased operating profitability and customer satisfaction.

    Developed and executed a bounce back program that issued guests with a casino offer for a future trip, resulting in a $65M incremental revenue attributable to the program on 3 different cruise brands.

    Deployed a popular drink program tied to casino play levels on Carnival Cruise Line.

    Executed a table ratings protocol that allowed for a tracked drop rate of 60% within the first 3 months, increasing to a tracked drop of 90% and above after deployment of Genesis tracking.

    Achieved and maintained a tracked coin-in percentage of 90%+ on Carnival Cruise Line, deploying the system to Holland America Line and Princess Cruises with similar results.

    Provided HR support, developing and implementing a training program for Casino Hosts resulting in service delivery consistency that enhanced guest experience.

    Coached staff on proven customer engagement approaches that drove retention and strengthened relationships, managing a VIP program on 2 cruise brands that enhanced work relationships with a team of casino hosts.

Emerald Casino, London Clubs Int. Ÿ Vanderbijlpark, South Africa

    Oversaw gaming security technologies for multiple game types that included Roulette, Blackjack, Poker, and Baccarat covering all play levels, while providing adequate staff scheduling and rotation to cover shifts.

SKANSKA/ERICSSON Ÿ RIVONIA, SOUTH AFRICA

    Acquired and managed long-term lease properties for a telecommunications company, coordinating site inspections with property owners, and reviewing contract terms for validation.

Education & Credentials

    Associate of Arts, UNIVERSITY OF PHOENIX Phoenix, AZ (2012 2014)

    B.S. in Chemical Engineering, UNIVERSITY OF PRETORIA Pretoria, South Africa ( 1998 1999)

Awards & Recognition

    Winner: TCSJohnHuxley South African Casino Dealer Championships (2005)

    Runner-Up: TCSJohnHuxley World Casino Dealer Championships (2005)