• Spearheaded the Breezeline Blueprint Model, enhancing customer experience (CX) through a customer-first approach across sales and retention channels.• Directed and managed a team of Sales, Retention, and Care Supervisors, ensuring they met and exceeded department goals through coaching, accountability, and performance management.• Led the creation and execution of a Sales Methodology Sales Process, improving sales efficiency and consistency; responsible for the hiring, training, and termination of staff.• Fostered cross-functional collaboration to drive CX and sales initiatives, aligning department goals with overall business objectives.• Developed a work culture centered on transparency, involvement, and continuous feedback, improving team engagement and performance.• Introduced and implemented customer retention tools and strategies to improve retention rates and enhance customer loyalty.• Comprehensive knowledge of security operations, surveillance, and risk mitigation with a focus on maintaining safety, enforcing regulations, and ensuring compliance.• Adept at optimizing processes and implementing best practices to increase efficiency, ensure policy adherence, and improve overall team performance.• Ability to develop and execute strategic plans to meet organizational goals, whether in sales, customer service, or security management.

• Implemented Encore Boston Harbor's core values and ensured compliance with property and department standards.• Enforced internal policies, federal/state laws, and property-wide regulations, maintaining a high level of integrity and security.• Effectively managed multiple priorities under high-pressure conditions, consistently meeting strict deadlines.• Maintained absolute confidentiality regarding sensitive property-related issues and incidents.• Acquired extensive knowledge of all games, procedures, and cheating indicators on the property to enhance surveillance effectiveness.• Responded promptly to requests from surveillance leadership and the gaming commission, ensuring seamless operations.• Conducted detailed player evaluations and continually advanced knowledge of surveillance operations

• Spearheaded the Comcast Customer Experience (CX) initiative, aligning team goals with corporate objectives to enhance service delivery.• Collaborated with three divisions of Comcast Business—Inside Sales, Retention, and Outbound Sales—to drive key performance milestones and maximize revenue.• Implemented targeted sales initiatives that increased product sales and strengthened market positioning.• Led and mentored professional and front-line employees, equipping them to effectively promote and educate customers on Comcast’s diverse products and services.• Generated and analyzed comprehensive sales reports, forecasts, and funnel management data to inform strategic decision-making.• Oversaw multiple direct reports, fostering a high-performance culture and driving team accountability.• Developed career paths for sales agents, mentoring them into successful leadership roles within the organization.• Executed strategic initiatives to enhance product sales performance, ensuring alignment with company goals.