My dual focus in the management team of a leading club groups used my technical and people skills to manage compliant gaming operations across four (4) Club sites with a gaming installation of 488 machines, 40,000 members and 160 team members.Managed relationships with all club departments and identified opportunities to align gaming with the overall Group’s business and marketing strategies, such as designing and implementing an all-venues Rewards Program that integrated all POS devices, vending machines, parking stations, EGM’s, and Kiosks through a central point system. Led major projects including renovations to upgrade facilities and enhance the customer experience including major gaming room renovations from design, lighting, control systems, future-proofing, integrated customer service aids for the staff, to physical expansion of the club’s space and scope.Made significant contributions to the Group’s strategic planning and business development, and maintained the Group’s gross gaming revenue by reducing costs and building the customer experience. Importantly, ensured operations complied with gaming and anti-money laundering legislation, including harm minimisation and Responsible Conduct of Gaming initiatives.Made a major impact on the Group’s IT by designing and supporting multiple gaming transactional databases, membership CRM systems, payroll, general ledger, Microsoft AD, VOIP/PABX, Wi-Fi and networking (internal and external); consolidating multiple systems; leveraging club systems to support an adjoining Accor property; and implementing ITIL processes to support processes and improve outcomes.

My value-add was using well-established people management skills and industry experience to deliver outstanding customer support, effective and prompt issue resolution and collaboration with IGT colleagues across the business. Led the team to efficiently monitor club and casino system performance, track issues, and provide quick fixes to support system continuity while resolving underlying complex issuesDeveloped a personal reputation for thinking laterally and identifying synergies to maximise the impact of technology on data collection, reporting, market research and ultimately sales. Identified and implemented strategies for expediting installations and rollouts which reduced costs and delivered better operational outcomes for customers. Supported a range of products and systems including Advantage and Advantage Club, and gaming data and analysis products.

Following international experience in Macau and an earlier hands-on role with the company, I brought my technical expertise and strong customer focus to lead a large Customer Support Team to scope, install and support company products locally and internationally (South Africa, Macau, Singapore, New Zealand and South Pacific Islands).Supported a range of products and systems including electronic gaming machines, Dacom and System 6000/7000, and gaming data and analysis products, in addition to managing systems (Oracle, UNIX, Windows) and daily system performance.Highlights of this period included establishing my Subject Matter Expertise for System 6000 and proactively creating a team culture of customer service by adding value through employee training, timely installations, cost-effective fix recommendations and established expertise.