• Owner of Customer Support processes for Bally’s Interactive North America• Oversight of Customer Support teams in two locations, with direct reports of Customer Support Managers in each location and responsibility for the performance of 40+ staff• Alongside heads of Fraud, Payments, and Operational Excellence, forming the leadership team of North America Operations, reporting into the Senior Vice President of Operations

• Oversight of Customer Support team with a monthly contact volume of 10k+, with an average monthly answer rate of 95% or higher• Drafting and maintenance of monthly staff scheduling• Primary stakeholder and subject matter expert in platform migration of two online casino ventures• Primary stakeholder and subject matter expert in launch of online casino and sportsbooks in multiple states• Creation and running of reports in support of department analytics• Training and development of Customer Support staff at all levels ranging from Customer Support Representatives to Shift Supervisors to Team Leads• Directing Customer Support Team Leads to meet the day to day needs of the Member Services operation• Monthly 121 meetings with all Customer Support staff to track progress and discuss issues impacting performance• Collaboration with other department managers to support the needs of the business• Twice recognized with ‘Kicking The Lamp’ (a quarterly Top Employee award)

• Employed creative and effective problem solving techniques to control and drive the achievement of KPIs across the operation• Managed daily scheduling to ensure optimum resourcing throughout the day• Worked with the Customer Support Manager to review previous day\month and real-time performance, putting drivers in place to improve and increase department or individual performance• Coached and mentored Customer Support Representatives to improve individual performance and increased product awareness and knowledge• Effectively and efficiently managed all Stage 1 member complaints and escalations through to resolution, with escalation to Customer Service Manager for final resolution when necessary to prevent a Stage 2 complaint

• High volume interaction with patrons via telephone, email, and Live Chat systems to resolve gaming, finance, technical support, and miscellaneous queries in a prompt and satisfactory manner.• Extensive use of integrated web dashboard to monitor and update patron incidents and vital information.• Detailed review of patron accounts to ensure compliance with accepted Know Your Customer (‘KYC’) guidelines• Troubleshooting of basic technical support inquiries.• Troubleshooting of geo-location inquiries through use of third-party location database.• Preparation of training documents for geolocation procedures• Assisted in training of full-time and part-time hires through the use of buddy system, 1-2-1 oversight, and quality assurance reviews.

Customer Service Specialist (11/21/2012-Present)• Primary New York contact for several large litigation accounts, including many firms with a nationwide presence • Troubleshooting of technical and legal support inquiries• Intake of new cases from non-established and pro se clients, from case filing to completion of service and invoicing. • Day to day management of high-volume foreclosure accounts, with anticipated gross annual revenue exceeding $1,000,000.Office Assistant (08/01/2011-11/21-2012)• Internet research of county and municipal property assessment databases to verify service addresses• Daily contact with legal support teams to ensure effective service of process• Proofreading and collating affidavits of service• Contact with in-house process servers to resolve quality control issues and errors or omissions in service• Assembling legal documents for mailing• Extensive use of proprietary database software, with heavy emphasis on data entry and document creation• Electronic filing of court documents with the Supreme Courts of Rockland and Westchester counties• Dispatching legal documents to Civil, District, and Supreme courts for filing• Dispatching legal documents to affiliate attorney services companies for filing and service to counties not serviced directly by the regional office and for out-of-state process service• Reviewing legal documents returned from court for accuracy• Reviewing served and non-served work orders to ensure orders have been fulfilled• Closing served and non-served work orders• Scanning legal documents into proprietary database• Upkeep of office equipment, including monitoring of office supplies

Preparing legal documents, including but not limited to contracts, leases, deeds, and related affidavits, for real estate transactions (residential and commercial) from receipt of contract through closing* Calendar management through use of Microsoft Outlook * Typing correspondence received through dictation and written material* Maintenance of office equipment and office computer systems* Drafting landlord tenancy complaint forms* Compiling short-sale document packages* Upkeep of closed file database, through ledgers and Microsoft Access-based databases* Drafting answers to foreclosure complaints* Creating RESPA HUD-1 settlement statements * Maintaining close contact with realtors, mortgage representatives, and title companies to ensure the success conclusion of transactions* Preparation of wills, power of attorney documents, and advanced healthcare directives* Preparation of release and refunding bonds for estate beneficiaries* Upkeep of estate expenditure spreadsheets* Compiling relevant estate information into inheritance tax and estate tax return forms* Internet research of document recording information and county tax assessment values