Led a comprehensive evaluation of VoC programs across web and digital channels identifying opportunities to eliminate redundancies and low impact activities through a streamlined program architecture. Delivered a strategic roadmap recommending an achievable and sustainable enterprise feedback technology transition that scales with changing business needs and enables broad user engagement with tools and data.Built a plan to implement a VoC program for BetMGM’s Retail Sportsbook operations consisting of over 30 locations at MGM Resorts properties and professional sports venues across the U.S. Led a project surveying internal contact center agents to generate insights on customer issues and understand areas of opportunity to enhance tools and training to drive improvements in first contact resolution metrics.

Provided strategic guidance to clients in customer experience disciplines designed to assess business health, increase program adoption and engagement, and leverage actionable data to drive operational improvements.Utilized quantitative and qualitative processes including statistical modeling, financial linkage analysis, and key stakeholder interviews to support recommendations to increase program effectiveness. Built Medallia’s first text analytics model customized for casino operations which was utilized by many existing clients and became the standard text analytics model for all new gaming clients.Directed the implementation of VoC programs for a multi-property casino resort operator which included survey designs and inner-loop strategies for its casino resorts, travel plaza slot parlors, and retail stores. Contributed to business development processes by sourcing new client opportunities, serving as an industry expert during RFPs, and supporting Sales Directors with contract proposals.

Consulted senior leadership on the implementation and scaling of a Net Promoter System voice of the customer program across ~4,00 Community Bank locations. Collaborated with customer feedback management vendor to design executive dashboards and KPI reports, develop text analytics program, and identify insights and trends to improve business performance.Conducted ad hoc analysis by aggregating, configuring, and tabulating multi-dimensional customer datasets, and present findings to multiple levels of the organization. Led the administration of maturity assessment process designed to measure program adoption within branches, and to provide reinforcement support to improve critical customer engagement activities. Designed learning content for branch leaders to enhance user experience on the feedback management platform, and to educate on the interpretation of structured and unstructured data.

Responsible for the operation of Customer Experience programs which provided key metrics that impacted corporate compensation plans and were the primary driver of a ~$8M per year employee rewards program. Oversaw the relationships with experience management vendors to administer surveys across US and International businesses, which generated over 1 million responses annually.Collaborated with senior executives and property leaders to design strategies to enhance customer experiences which resulted in increasing critical company-wide service metrics for 10 consecutive years. Utilized database of survey responses to perform statistical and segmentation analysis to identify service metrics and trends that had the greatest impact on the end-to-end customer journey.Led projects with cross functional teams including analytics, hotel, gaming, and social media designed to link customer feedback data with operational data to understand customer preferences and buying behavior. Completed Lean Six Sigma Green Belt training.

Managed staff of 30 employees specializing in leave of absence administration for 37 casinos and oversaw the processing of 10,000 active leaves including 20,000 inbound calls and 8,000 documents received per month.Implemented department’s first-ever individual and team-based performance recognition programs designed to promote teamwork, plus individual productivity and quality as measured by completed work and error rate. Project lead for company-wide annual Employee Opinion Survey eligible to more than 70,000 team members and contributed to the increase in employee response rate through effective communication plan.

Created financial projections and evaluated results of promotions and events relating to $150MM annual budget. Analyzed 3 million member loyalty program to optimize reinvestment and to recommend changes to $1MM+ monthly company-wide marketing campaigns. Segmented player database across tiers, visit frequency and monetary worth levels to target offers and messages. Participated in financial review meetings with property GMs, AGMs and Marketing leaders to improve effectiveness of database marketing strategies.Performed market research and analysis to evaluate correct size and scope of proposed $5B+, 100-acre resort-casino project in Las Vegas. Built pro forma financial models for all components of mega resort-casino project including slots and table games, 6k+ hotel rooms, food and beverage outlets, entertainment venues, and a mixed use 20,000+ seat arena. Assessed feasibility and calculated ROI potential of expansion into new jurisdictions including Mexico, Florida and Texas and made recommendations on optimal project programming and cost.

Provided comprehensive wealth management services to individuals, families and corporations including retirement planning, asset allocation modeling, and lending solutions.

Advised individuals, corporations and endowments with financial assets in excess of $10 million on investment management and financial planning.