Manuel Martinez Jr Email & Phone Number

Chicago, Il, Us

Skokie, Illinois, United States

I leverage technical expertise, leadership, and data-driven insights to optimize gaming operations, enhance guest experiences, and support team collaboration. My ability to manage both the technical and operational aspects of the gaming lounge ensures consistent performance and a high standard of service at Ignite Gaming Lounge.Team Leadership and Shift Management: Act as the lead during shifts, overseeing floor operations, managing staff, and ensuring that customer service meets high standards. Coordinate staff assignments and responsibilities to maintain a smooth workflow and exceptional guest experience.Customer Engagement and Support: Serve as the main point of contact for guests, resolving any issues related to gaming setups or equipment. Provide friendly, efficient service that enhances guest satisfaction and loyalty.Technical Support and Maintenance: Perform troubleshooting, maintenance, and repairs on gaming equipment and network systems. Regularly inspect and update gaming stations to ensure optimal performance and minimal downtime, contributing to a seamless gaming experience.Software and System Management: Utilize Smart Launch to manage gaming systems and track gaming sessions. Use Basecamp for project coordination, ensuring tasks related to game floor operations and events are completed on time. Implement effective server data and cable management practices to maintain an efficient and well-organized infrastructure.Transaction Monitoring and Data Analysis: Monitor daily transactions and apply SQL to analyze transactional data. Use Power BI and Tableau to create visual reports that provide insights into gaming patterns and floor operations, helping to optimize performance and profitability.Event Coordination and Team Collaboration: Work closely with cross-functional teams to coordinate gaming events, promotions, and new game releases. Utilize Basecamp to track event tasks, ensuring smooth execution and collaboration with team members.

Chicago, Illinois, United States

Perform in-depth analysis of facility metrics and member behavior data to identify features for members’ unknown needs and determine facility prioritizations by translating into retention standards. Drive best outcomes by maintaining precise reports/records as well as conducting employee briefings. ● Managed fiscal year operating and capital budgets in cooperation with operations, Power Wellness and client accounting departments, ensuring 2022 fiscal year profitability by $130K compared to 2021 fiscal year.● Maximized operational efficiencies and minimized potential risks, while implementing cost-effective techniques. ● Successfully reopened facility during mid pandemic and implement state/city guidelines, while regaining 70% of members lost during pandemic.● Enhanced team productivity by developing clear written/verbal strategies, goals, roadmaps, and success metrics with timelines and dependencies for leadership and subordinates.

Chicago, Illinois, United States

Managed social media pages and inventory supplies. Monitored daily transactions for high-level management and accounting departments. Oversaw operations by implementing motivational and policy enforcement strategies. Executed tactical business plans and resolved daily issues by developing analytical approach.● Directed sales and member service teams in absence of Operations Manager, while encouraging promotions and introducing incentives for team members.● Met and exceeded KPI targets and productivity goals by directing skillful team.

Chicago, Illinois, United States

Listening to customers’ concerns and handling complaints and returnsGiving detailed explanations of services or productsWorking with a sales team to create better methods to address customer complaintsReviewing customer accounts and transactions while resolving issuesCommunicating with customers in-person, through email or chat, over the phone or on social mediaReceiving orders, calculating charges and processing paymentsMonitoring customer satisfaction levelsReferring customers to superiors when necessary