John Eagle Email & Phone Number

To improve the guest experience at all Seneca Gaming Corporation's properties consisting of 6,200 slot machines, 100 table games, 1,024 hotel rooms and 14 food & beverage outlets. Management of an email based survey program and a mystery shopper program, perform data analysis and reporting for all levels of management. Development and implementation of training programs for customer service, new hire and new management orientation. Assist Player Development and other departments with service recovery, player events, guest interviews and observations. Accomplishments:Lead manager for the procurement of a mystery shopper program which included the development and implementation of an experiential based mystery shopper program. Lead manager for the procurement of a customer satisfaction tracking program, winning bid provides superior data analysis at a 40% cost savings. Project manager for the development and implementation of new guest satisfaction survey program in partnership with Market Metrix.Key member of Corporate Steering Committee tasked with establishing customer service metrics and consolidating the CS program throughout the corporation. Developed a short term service initiative to increase CS scores and improve loyalty. Pilot program was initiated in Slot Services which generated a 6% increase in the overall CS score within 9 weeks of training completion. Established the framework for a memorable experience training program based on the pilot program. Developed service programs for Beverage Services in Niagara and Allegany which generated a 20% improvement in overall guest satisfaction scores within 2 years

Niagara Falls, Ny

Database Analysis: Develop, construct and maintain ASCS system framework for Corporation. Support casino revenue growth through the strategic planning, implementation, execution and analysis of direct marketing programs to achieve objectives regarding revenue and profitability and identify opportunity to increase income and effectiveness.Income Audit: responsible for the completion of revenue audits, cash summaries, and related revenue reports for management. Communicates variances, statistics and exceptions to policy and procedure to Finance department management and affiliated departments.

Getzville, Ny

Portfolio and compliance management of pre-foreclosure loans.

Buffalo, Ny

North American Indigenous Games Bid Committee Member: Initial due diligence and development of the preliminary proposal, a sixteen point preliminary qualifier for potential host cities of each NAIG. Completion of the final NAIG bid package, a comprehensive outline of the outstanding qualities of Buffalo, NY.

Clarence, Ny

Portfolio management of more than 300 client accounts totaling over $30 Million in assets.

Amherst, Ny

Senior Financial Advisor: provided financial advisory services to current and new clients. Specialized in large transaction trading of equities, trained and directed the activities of new financial advisors. Ranked as one of the top income producers in Williamsville Branch for 1998.