Eugene Sutton Email & Phone Number

Auckland, New Zealand

• Utilise appropriate and balanced enforcement procedures and public education to manage the turnover of parking space and facilitate the safe movement of people and goods within Auckland• Safely and effectively operate Auckland Transport ‘Licence Plate Recognition’ (LPR) vehicles, hardware, software and systems to gather accurate evidential records of parking non-compliance• Promote a safe and healthy workplace by undertaking responsibilities as outlined in Auckland Transport’s health and safety policy and procedures• Displays a high level of problem solving and decision-making skills, using professional judgement while managing challenging customers independently in conflicting situations• Utilise effective conflict resolution and relationship management skills• Demonstrate, deliver and drive at unit level, a customer centric performance orientation, consistent with the wider Auckland Transport Customer Service philosophy.

Auckland, New Zealand

• Delivery of Voting Services for the 2023 General Election• Issuing Special Voting papers accurately and efficiently• Adherence to prescribed Electoral Commission practices and processes• Responsible for the processing of the Electorate Headquarters Official Vote Count

• From 1 July 2023 Youthtown outsourced its gaming operations management to a 3rd party management company, Maxserv Limited.• Fixed Term role with Maxserv Limited assisting with the transition and handover of Youthtown’s Operations and Grants management.

Auckland, New Zealand

• Operations and compliance management and support for the societies’ venues and gaming team• Continued to develop and maintain beneficial professional relationships with gaming equipment and service suppliers.• Assess EGM and game performance, recommending EGM purchasing and conversions to achieve optimum revenue generation across the network.• Reviewed and assessed gaming venue compliance audit checklist in COMs gaming management system. Added, amended, checklist to ensure all current venue compliance requirements are adhered to and to identify areas of non-compliance.• Managed and submit applications to the Department of Internal Affairs for licencing requirements, ensuring accurate and up to date licence documentation is filed correctly and in a timely fashion.

Auckland, New Zealand

• Fixed Term role processing online grant applications, managing compliance, managing timely assessment in order to compile recommended grants for the applicable local council ward’s board meetings.• Effectively work within the required system, processes and polices to comply with regulations and compliance requirements.• Professionally engaged with community partners to assist with applications as required.• Provided robust and sound advice to decision makers.• Effectively implemented funding systems and processes to support the effective delivery of Auckland Council funding schemes.

Auckland, New Zealand

• Responsible for the operational management and performance optimisation of the TAB fleet of 501 electronic gaming machines across 45 venues nationwide• Provided subject matter expertise to the TAB to ensure the business maximizes returns and invests capital appropriately to optimize performance.• Strong compliance and regulatory focus. Thorough understanding of the applicable policies and Acts in a highly regulated industry environment (Gambling Act 2003, associated Regulations, Policies and Game Rules).• Reviewed and assessed DIA Mystery Shopper exercise findings, completing follow up venue staff training where required to ensure adequate Harm Min awareness and competency. • Completed review of Class 4 Game Rules, implementing change across gaming venues to ensure compliance with all game rules, as well as streamlining unnecessary practices to maximize gaming operational efficiency and customer experience.• Performance analytics, product, innovation and technical expertise• Member of the TAB Retail Leadership Team – Ongoing coaching and training of venue staff and management across the network. • Project management of EGM and gaming equipment upgrades; from product selection and purchasing, licensing, application and ordering stage through to install, coordinating multiple suppliers, technicians and contractors • Supported venue operators, branch managers and agents in the implementation of technical and operational processes and day to day support of management and staff• Project management, design, planning, and implementation of 15 venue upgrades, optimising design and layout to improve customer experience and environment• Maintained and fostered successful working relationships with all suppliers, service agent companies and 3rd party vendors• In June 2020 TAB NZ undertook a substantial restructure resulting in a third (circa. 220 roles) of its work force being made redundant

Auckland, New Zealand

• In August 2012 Youthtown Inc moved its gaming management operations in-house• Comprehensive role incorporating a wide range of management and operations of the society and its venues• Managed and maintained gaming equipment stock and inventory records and movements, including all EGMs, ancillary assets and implemented distribution to/from venues as required• A thorough working understanding of product performance analysis and performance maximisation • Strong existing and ongoing professional relationships with all suppliers and service agent companies• Project management of various major implementations including a multi-site roll out of key product hardware component upgrades, requiring extensive planning and liaison with service agents and 3rd party vendors• Responsible for leadership and management of the Charitable Grants portfolio and the grants administration staff• Project management, implementation and operation of a new online grants application and management system, bringing improved efficiencies and streamlining of operations and administration processes

Auckland, New Zealand

• Contracting to Premier Gaming providing professional services for the Operational Management of Youthtown Inc’s Class 4 charitable gaming business• Key Account Management of multi-site operations - Manage Youthtown venues (Pubs/Bars). Auckland to Taupo region - Relationship and business development management• Comprehensive role incorporating a wide range of management and operations of the charitable society and its member venues • Responsible for business relationships with Pub and Bar owners and management. • Managing change in a fast moving and highly regulated commercial environment• Implemented, trained and managed all new legislative compliance regulations• Conduct regular venue audits and promote compliance• Training of venue management and staff in operations and systems, including venue accounting and management systems and governmental online electronic monitoring systems• Engaging with prospective new client venue operators, marketing in our key selling points• Project management of various major change implementations, including the multi-site roll out of the national Electronic Monitoring System across all venues, requiring extensive planning and liaison with multiple suppliers and the regulator upgrading 408 EGM units across 25 venues nationwide• Account management, business development, contract renewal and client productivity• Negotiating and manage ongoing client financial arrangements - successfully managed new government legislation • Planning and implementation of PIDs harm minimisation technology across client venues • Project management of venue installs from licensing, application and ordering stage through to install, coordinating multiple suppliers, technicians and contractors • Achieved growth of market share for Youthtown Inc. acquiring 5 new client venues in an extremely competitive market

Auckland, New Zealand

• Management of Community First Foundation’s Class 4 charitable gaming operations across society and venue levels• Key Account Management of multi-site operations - Manage Community First Foundation venues (Pubs/Bars). Auckland to Taupo region - Relationship and business development management• Assisted in facilitation of merger of operations between Community First Foundation and Youthtown Inc

Hamilton, Waikato, New Zealand

• Regional Manager of Lion Foundations’ operations in Waikato/Bay of Plenty region reporting to National Operations Manager• Key Account Management of multi-site operations - Manage Lion Foundation venues (Pubs/Bars). Waikato/Bay of Plenty region - Relationship and business development management• Responsible for day to day management of operations at up to 25 client venues across the region • Retention of existing clients including re-negotiating contracts and achieving mutually beneficial business results • Venue relationship and liaison at all levels from owner/operator to venue management and staff • Implementation of training, compliance updates, analysis of fleet performance

Wellington, Wellington Region, New Zealand

• Assisted Regional Manager with management and operations of Lion Foundation’s Class 4 Charitable Gaming operations • Responsible for relationships with key client venues in Wellington region and up to New Plymouth

United States

• "Carnival Spirit" Casino Cash Desk operations and customer service• Responsible for customer service, cash handling and transactions, including guest account deposits/withdrawals, foreign exchange, casino drop processing and reconciliation• 6-month contract - Cruising: Alaska, Hawaii, Panama Canal, Miami, Caribbean.

Christchurch, Canterbury, New Zealand

• Responsible for the management and operation of the Cash Desk (Cage) Department on a shift basis• Leadership and management of Cash Desk teams: Cash Desk Cashiers, Slots Cashiers, Hard and Soft Count Teams. Ensuring customer service standards were met by all front-line staff along with accuracy of operations. • Responsible for the balancing of the entire Cash Desk including the Main Bank, Chip Bank and all Cashiers • Effective communication/liaison with other departments within the casino to ensure that the casino operates safely and efficiently • Operating the Cash Desk efficiently via the SGM and DACOM gaming management systems

Christchurch, New Zealand

• Responsible for the supervision and operation of the Electronic Gaming Department on a shift basis• Leadership and Supervision of Gaming Attendant Staff – Ensuring exceptional levels of customer service were achieved • Supervision and administering of player loyalty scheme “Players Club” • Guest relations role, including building relationships with premium players, attending to customer queries and problems and diplomatic customer dispute resolution • Staff development and training, including performance appraisals • Working with gaming computer management systems

Christchurch, New Zealand

Customer service role in Gaming Machine Operations