Steve Hancock Email & Phone Number

Niagara Falls, Ontario

Everi's products and services provide gaming patrons access to cash through a variety of methods, including ATM cash withdrawals, point-of-sale debit card transactions, credit card cash advances, check verification and warranty services, and Western Union money transfers. Everi provides products and services that improve credit decision-making, automate cashier operations and enhance patron marketing activities for gaming establishments. With its proprietary database of gaming patron credit history and transaction data on millions of gaming patrons worldwide, Everi is recognized for successfully developing and deploying technological innovations that increase client profitability, operational efficiency and customer loyalty.

Ontario

Dominican Republic

New Brunswick, Canada

General Manager, SONCO GAMING LTD - Casino New Brunswick, Moncton, NB OverviewOpened a $90 million entertainment complex with consultation on casino construction/layout. Managed all aspects of the casino operation including gaming, IT, food & beverage, security, facilities/housekeeping, marketing, human resources; worked alongside a 128-room resort hotel and 25,000 sq. ft. convention facility to increase site value, performance and profitability. Highlights• Opened the complex on time and on budget as a first in the province; procured all aspects of capital equipment, IT systems/infrastructure, operating supplies, etc. using tenders and contract negotiations• Developed a media and public relations strategy to successfully defuse a bilingualism issue• Reported to the Board on revenue streams, strategy and overall cost reductions• Cultivated excellent relationships with government bodies, regulators, stakeholders, vendors, as well as in the community • Created a culture based on excellent service and guest loyalty by effectively managing customer service quality, entertainment experience and strategic deliverables for complex • Led a management team of 11; provided set up expertise, mentored, guided to implementation of policies and procedures, accountability management including follow through on all direction to ensure results/successes

Calgary, Alberta, Canada

OverviewManaged all aspects of cash movement within the complex. Supervised a staff of 70 employees and operating activities in various departments. Highlights• Mediated with construction timelines and government officials to compromise on a 3 week earlier opening date • Reduced staffing by 15% - promoted and facilitated an outside-of-the-box thinking with the management team, direct reports and staff which resulted in positive change management experience• Increased revenues by effectively negotiating with the Alberta Government to enhance profitable machines on the gaming floor; diverted daily revenue losses • Changed the service delivery model and internal culture by introducing new programs, enhanced HR practices and by gaining an in-depth understanding of service quality by ongoing competitive analysis

Prince Edward Island, Canada

OverviewKey role in the development of the complex from construction and interior installation, to the hiring and implementation of policies, procedures and operating regulations. Highlights• Guided the development of departmental policies and procedures with supervisory and management team• Mentored an effective operational team in a customer service environment and experienced high rating levels of customer satisfaction• Analyzed revenue generating products and opportunities, implemented changes which increased revenues• Managed financial realignments with teams and developed recommendations and financial reporting system to streamline cost and increase efficiency

Hamilton, Canada

OverviewCollaborated in the development of the establishment from the ground up. Member of the management team in the day to day operation. Consistently met facility and corporate objectives (financial, customer index, employee engagement).Highlights• Managed all aspects of a project which involved: financial activities, design, construction, procurement and installation. Increased customer satisfaction and repeat visitation as a result.• Spearheaded projects to increase revenue and customer service; direct responsibility for ongoing floor analysis, conversions and integration of newer technology• Supervised approximately 70 employees which included 20 housekeepers as well as supervisors and managers

Toronto, Canada Area

Effectively trained hundreds of front line staff by designing, developing and implementing a comprehensive training program at racetrack slot facilities Delivered small and large presentations and facilitated meetings Created operating policies and procedures used across the province CASINO NIAGARA

Developed procedural training packages and presentations Conducted training for all new employeesObtained feedback and made changes to the training program where necessary Summarized, reported and presented resultsCASINO NIAGARA

Ensured continuous operation of gaming floorInvolved with machine malfunction resolution and ongoing preventative maintenanceSupervised staff performance and provided top notch customer serviceExercised various skills to motivate staff to do their best

Successfully maintained day to day operations while dealing with staff issues and customer concernsCompleted performance appraisals, corrective counseling, and interviewing as needed Provided ultimate customer service through effective interpersonal skills and strong work ethic

Education record

Teacher'S Assistant

Diploma, 3 Year Business Administration