Dawn Ray Email & Phone Number

Center Valley, Pennsylvania, Us

Atlanta, Georgia, Us

Member of the Executive Mgt team reporting directly to the vertical President, responsible for managing all aspects of Ops within Global Payments' Gaming Services (GPGS).- Oversee & adjust organizational processes & operations to ensure efficiency in execution- Lead the planning, development, implementation, & evaluation of key business & performance goals as well as short/long-term strategic corporate objectives- Manage a team of 70+ employees incl Director-level team members- Manage the Call Center, Distribution Center, Network & Info Tech team, Installation team & Tech Support team- Directly provide Executive-level Customer Relationship Mgt to top tier customers of GPGS - Provide Project Delivery Leadership for all initiatives- Cost center mgt of $10M annually- Other areas of responsibilities include: o Quality Assurance Team Management (incl Production Defect mgt) o Product installs & servicing o Helpdesk & Call Center Mgt o Network Support Mgt o Internal/External Customer training o Conceptualization & creation of user guides, training guides & other documentation o Logistics & Deployment Mgt o Fulfillment & Distribution Center Mgt o Vendor and Hardware Suppliers Mgt o Negotiate with Parcel Freight Programs NOTABLE ACCOMPLISHMENTS o Stood up a GPGS-dedicated Support Desk and Call Center & facilitated the migration of those services from the corp Call Center o Implemented a call recording system for quality control causing a 25% increase in quality as reflected by customer surveys o Course corrected the GPGS primary Product line causing $3M net new Revenue o Salvaged 2 customers resulting in the savings of $15M Revenue o Managed migration of 260 acquired properties from Certegy o Managed EMV upgrade initiative for 200 props

Jacksonville, Fl, Us

Reporting directly to the vertical President, responsible for managing all Operations aspects of this check cashing and credit card operations dedicated to casino properties. Provided talent leadership and management of sales support, technical support, collections and customer service. Other specific responsibilities included:- Managed $20M Annual Revenue across 25 locations within the continental US- Coached and Managed a team of 150 persons (including Customer Service Representatives, Sales, Trainers, Cashiers, Collectors, etc.)- Facilitated Train-the-Trainer Sessions and oversaw nationwide casino training effort- Facilitated all interviewing, hiring and coaching of personnel - Managed all Cash Management vendors required for monies at all locations- Cost Center Management ($10M annually) and P&L Responsibilities- Call Center Management- Executive & Mid-Manager Relationship Management- Facilitated onsite customer visits to increase consumer satisfaction and enhance user experience- Partnered with Customers in Strategic planning for achieving their corporate objectives and growing their corporate RevenuesNOTABLE ACCOMPLISHMENTS o Achieved an annual no less than 97% payout on all Collections & Accounts Receivables o Conceptualized and rolled out a new Check Guarantee & Check Conversion product to existing and new customers o Contributed to Annual Revenue growth of 15% year-over-year top line Revenue via personal and team’s sales objectives o 75% success rate with all RFP’s completed resulting o Created a Pre-Paid solution for the organization that was rolled out to all customer casinos

San Clemente, Ca, Us

Provided sales and service for customers, in all aspects of their finances Managed $10MM Annual Revenue across 20 locations within the continental US Coached and Managed a team of 100 persons (including Customer Service Representatives, Sales, Training, Cashiers, Collections, etc.)NOTABLE ACCOMPLISHMENTS o Achieved an annual no less than 98% payout on all Collections & Accounts Receivables