Sitting Member of Bally's Responsible Gaming Committee in Which We:-Successfully secured the highest level of Responsible Gaming Accreditation from the Responsible Gambling Council for Bally's Corporation.-Played a key role in establishing Bally's membership in the Responsible Online Gaming Association (ROGA).-Continually collaborate with the Board of Directors, stakeholders, C-suite executives, directors, and management across various teams to uphold Bally's commitment to industry leadership in Responsible Gaming.**Currently involved in Bally's Working Group Partnership with EPIC Global Solutions to help establish global alignment on Responsible Gaming training for all team members within Bally's Corporation.Responsibilities: Quality Management-Develop, implement and maintain standard operating procedures and processes for teams across our North American operations.-Keep detailed documentation of processes and standards for cross-team reference.Training Program Development:-Design and develop a variety of trainings that address the needs of the organization.-Update and enhance training materials to ensure they are aligned with industry best practices, and remain compliant.Collaboration:-Work closely with cross-functional teams, including Operations, Marketing, Responsible Gaming, Customer Support, Gaming Finance, Fraud, and AML, to ensure quality throughout our players' lifecycle journey.Needs Assessment:-Monitor and evaluate the effectiveness of training programs through feedback, assessments, and performance metrics.-Identify opportunities for process improvements and implement changes to enhance quality and efficiency.-Stay updated with the latest industry trends, technologies, and best practices.Compliance and Documentation:-Ensure all training activities and standard operating procedures comply with company policies and industry jurisdictional regulations.-Maintain accurate records of training activities, attendance, and outcomes.

Responsible for helping to develop, coordinate, and deliver new hire training and training modules to enhance the skills and performance of customer service representatives.Complete monthly reviews for each customer service team member's player interactions to ensure quality and adherence to procedure. Provide monthly feedback meetings to all team members performing under par to help them improve overall quality and KPIS.

Responsible for overseeing and guiding a team to achieve its goals and deliver high-quality customer support. Helped handle the last tier of player complaints and escalations and provided support and mentorship to team members to work through these escalations. Helped enact effective communication within the team and with other departments.

Managed all last tier customer escalation cases for Ford's North East Sales Region which included Vermont, New Hampshire, Delaware and New Jersey. Collaborated with Dealership Service Managers across states to ensure customer complaint cases were handled promptly and efficiently while providing both parties the necessary resources for resolution. Responsible for helping Customers and Dealership Management navigate part order delays, and locate other pathways to receive partsHelped promote Ford's CX plan which was a customer first initiative to give back to loyal customers by being one of the leading regions where we provided over 1million dollars in assistance to help loyal Ford customers with repairs and car payments during part order delays.