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Served as the Operations leader on the Executive Team of a 168,000 strong membership organization with nearly 200 remote technical experts and support employees, ACBL is a world class hobby/sport organization focused on the game of bridge. My team and I contributed to the big picture and handled all the fine details. Directed the activities of more than 1,000 bridge tournaments across North America, including three North American Bridge Championships each hosting an average of 6,000 unique visitors at these 10-day tournaments.Reorganized all field employees into newly formed areas to create better labor modeling and efficiency. This process saved the organization more than $200,000 per year while improving employee morale. Implemented a mentoring system and training tools to help develop staff and create succession planning for an aging workforce.Created a new model for member phone and email support including call center management tools and metrics. This team was able to improve service and increase the hours of service by 30% in the first six months of 2018 with an average hold time of only :44 seconds. Led the strategic steering committee responsible for replacing a legacy system that was central to the success of the League.Served on a second steering committee in coordination with the Board of Directors tasked with introducing a new CRM.Represented the ACBL at a National Bridge Organization Seminar in Belfast, Ireland attended by the leaders of organizations from around the world. After that successful trip, I was proud to serve as a liaison between the ACBL and all other NBOs.

Acted as the primary point of contact for all Table Games Team Members through social media, email distribution, and 1-on-1 conversations. My efforts in this area significantly improved moral, reduced the workloads for Shift Managers, and allowed the Executive Team to have more direct access to the front-line. Directly coordinated with Human Resources, Finance, Business Development, Marketing, and Executive Teams to ensure that all staffing and scheduling needs were met. Ensured that all Team Members maintained a strict compliance with all required training for Anti-Money Laundering, Alcohol Service, Responsible Gaming, and Table Game Internal Controls.Re-built Dealer, Dual Rate, and Supervisor schedules and conducted re-bids based on Union rules that allowed the department’s daily operations to more closely match our business demands.Led a highly experienced Recruiting and Training team to success with hundreds of Dealers developing skills in Blackjack, Craps, Roulette, Mini/Midi Baccarat, Poker, and Carnival Games with the continuous goal to maintain proper staffing and skill levels on each shift. Coordinated a property wide training to instruct department operators in the use of Virtual Roster. As the most knowledgeable on property, I continued to act as a resource for the operators in all related matters. Developed and modified Standard Operating Procedures, Internal Controls, and Training Manuals for all major table games in coordination with Ohio Casino Control Commission, other department leaders, and subject matter experts to insure that we maintained strict compliance while operating games efficiently and with the highest levels of guest service possible.

Opened Boleros Dance Club offering dance training in fifteen different styles of Ballroom, Latin, and Swing dancing, as well as dance fitness classes, and a full service art gallery. Hosted hundreds of dancers at major events in the Cincinnati area. Producing these events from start to finish, Boleros became known for putting on the best dance events in the region.Sold the successful business to pursue other opportunities.

General Manager/Event Coordinator on hundreds of casino and poker events throughout the Midwest. Ensured operational integrity, while focusing on providing the most memorable guest experience.Tournament Director for major charity poker events; the largest event had $700,000 in revenue in a two-year period, a 60% increase over previous events. Cost-saving efforts led to a 30% reduction in overhead expenses.Traveled to and coordinated remote venues, contracted staffing from the different locales, managed local volunteers and produced post-event reports. These events raised millions for local charities.Directed all aspects of the “day-of” event production; opening, operating, and closing mini-casinos quickly and securely, coordinating load-in and set-up, managing cage/cashier operations, handling controlled equipment, ensuring game/asset protection while complying completely with all local and state gaming laws.

Facilitated an $87.5 million re-branding and grand opening of a Horseshoe Casino while continuing to grow a Harrah's Casino nearby as a dual; Managed the daily operations of a $200 million dollar casino, often as the top ranking person on property, focusing on insuring customer satisfaction and the highest levels of game and asset protection Designed casino floor layouts considering all of the factors including; product selection, placement, regulators, surveillance, game utilization, labor maximization and traffic flowConceptualized and built the Stir Party Pit, a new section of table games using lighting, music and flair dealing to bring the nightclub atmosphere of a successful local outlet on to the casino floor. This product has been widely regarded as the best "party pit" in any Harrah's owned casino, these changes resulted in an 82% increase in revenue in this areaWrote extensive dealer and supervisor manuals and internal controls for various casino table gamesDeveloped dealer schools and created instructional materials for Craps, Blackjack, Roulette, Poker, Baccarat and several novelty games to meet the needs of a new table games department featuring over 60 tablesAssisted with the opening of an 18 table poker room by training and auditioning dealers and coaching a new Poker Manager in poker room management, rules and marketingTrained and managed the training of hundreds of dealers on all major casino table gamesProvided evaluations and professional development to a staff of over 400, consisting of Assistant Shift Managers, Supervisors, Schedulers, Dealers and Pit Clerks Worked with the executive staff to develop budgetary guidelines and revenue goals for the table games department

Recognizing a shortage of skilled gaming professionals in the region, I conceptualized, planned and launched, with very little start-up capital, a dealer school in; Built an award winning small business to fill the casino training needs of Northeast FloridaInstructed classes in Poker, Craps, and Blackjack resulting in over 96% of graduates working in the industry Organized the purchased of all gaming equipment required to administrate the school including gaming tables, chips, cards/dice and various other equipmentDeveloped all of the training materials and tools to service over one hundred studentsAwarded "Start-up Business of the Year" - honorable mention, Jacksonville Small Business Group

Developed marketing and business strategies that allowed ImprovJacksonville, Inc. to expand from a four-member troupe rehearsing in a living room to a 45-member full-service comedy company operating a 150-seat theater.Coordinated contractors, city engineers, internal staff and area businesses to successfully open Jacksonville's first improv comedy theaterDesigned and facilitated corporate training focusing on Creative Thinking and Team Building for clients; Performed in hundreds of improvised and scripted shows across the U.S. and Canada

Managed up to 24 table games on a day-cruise casino ship sailing twice daily. Monitored the operation of casino table games including Craps, Blackjack, Caribbean Stud, Let it Ride, Three Card Poker and Live Poker. Oversaw the opening and closing of all casino and poker operations twice dailyHandled guest issues in an environment that did not allow you to 'ask them to leave'Assigned staff to tables and sections to optimize efficiencyMaintained table accounting and forwarded up-to-the-minute win/lose reports to managementInsured the security of each game using the most current game protection techniquesAssisted in weekly hard-count cash drops from slot machines and table games

Managed Food and Beverage departments for two major festivals, each with dozens of employees. Entertained tens of thousands of patrons with street and stage performances at festivals around the country. Engaged customers in open entertainment environmentChoreographed and starred in stage performance for First Element Stage Act that included fire breathing, juggling, whip targeting and comedy

Supervised the day-to-day workings of a temporary employment service. Performed all payroll and billing tasks and was involved in the hiring and terminations of short-term employees. Participated in business development activities with a resulting increase in gross income from $480,000 annually with roughly 40 working employees to over $1.2 million annually with over a 120 employees placed regularly