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Work Background
Caesars DigitalApplication Support Analyst - Caesars Digital
Nov. 2021 - Mar. 2023Las Vegas, Nevada, United StatesAs an Application Support Analyst at Caesars Digital, I provided
comprehensive technical support services to employees across all Caesars
Digital properties and mobile wagering customers. I ensured timely
resolution of issues, consistently meeting high standards of customer
satisfaction. Leveraging my expertise in troubleshooting and problem-
solving, I effectively addressed software and hardware concerns,
contributing to seamless operations and user experience.
A few key achievements in this tenure include:
• Mentored and trained new analysts, facilitating seamless integration into
team.
• Acquired proficiency in multiple critical computer programs through
proactive learning initiatives.
Caesars DigitalApplication Support Supervisor
Apr. 2021 - May. 2024Las Vegas, Nevada, United StatesAs the Application Support Supervisor at Caesars Digital, I led a dedicated
team of 20 analysts in providing seamless application support across all
Caesars Digital properties and for mobile customers. My role involved not
only ensuring high service standards and operational efficiency but also
fostering a collaborative and productive work environment. I took pride in
managing team schedules, approving PTO, and overseeing recruitment and
dismissal processes, all aimed at optimizing our support capabilities.
Through meticulous quality assurance on completed tickets, I ensured every
resolution met stringent company standards, contributing to our team's
reputation for excellence.
A few key achievements in this tenure include:
• Published executive management KPI metrics reports to inform strategic
decision-making.
• Developed and distributed comprehensive technical support documentation
for team-wide use and leadership reference.
• Implemented new online gambling platform, enhancing user experience and
operational efficiency.
William HillCustomer Support Team Lead
Apr. 2017 - Nov. 2021Las Vegas, Nevada, United StatesDuring my tenure at William Hill/Caesar’s, I served as a Customer Support
Team Lead, overseeing a team of five to seven agents. My role involved
providing guidance and support to resolve complex customer inquiries and
technical issues. I specialized in handling escalated customer phone calls,
ensuring resolutions that consistently met high standards of customer
satisfaction. Additionally, I delivered technical expertise and assistance
to agents dealing with challenging issues, cultivating a capable and
empowered support team.
A few key achievements in this tenure include:
• Managed department operations during customer support manager's absence,
emphasizing continuity and efficiency.
• Cultivated motivated and engaged team environment through effective
leadership and supportive initiatives.
William HillCustomer Support Agent
Nov. 2016 - Apr. 2017Las Vegas, Nevada, United StatesAt William Hill/Caesars, I served as a Customer Support Agent, responding
promptly to customer inquiries via calls and chat. I specialized in
providing technical support and troubleshooting assistance, primarily
focused on resolving mobile app-related issues. I independently resolved the
majority of customer problems and efficiently escalated complex issues to
the appropriate departments for swift resolution.
A few key achievements in this tenure include:
• Maintained high level of professionalism and customer service excellence
in all interactions for customer retention.
• Acted as key resource on app functionality and troubleshooting techniques,
delivering clear/concise guidance to users.
• Collaborated with cross-functional teams to facilitate seamless issue
resolution and enhance overall customer experience.
Buda's Lawn and Landscaping ServicesBusiness Manager
Jan. 2014 - May. 2015Baton Rouge, Louisiana, United StatesAs Business Manager at Buda’s Lawn Service & Landscaping, I oversaw daily
operations and managed a team of five employees to ensure smooth workflow. I
executed meticulous lawn and shrubbery maintenance services for a diverse
clientele, prioritizing high standards of quality and client satisfaction.
By directing crew activities, I optimized productivity and successfully
achieved project goals within specified timelines. I implemented strategic
plans for efficient resource allocation and cost-effective project
management, while also maintaining equipment and ensuring adherence to
safety protocols for all landscaping activities.
A few key achievements in this tenure include:
• Cultivated strong client relationships through effective communication and personalized service delivery.
• Applied expertise in landscaping techniques to enhance outdoor aesthetics
BRECF&B Manager
Jan. 1990 - Dec. 2013Baton Rouge, Louisiana, United StatesAs Food & Beverage Director, I spearheaded operations for seven golf courses
and three restaurants. My responsibilities included overseeing inventory
management and procurement processes to ensure adequate supply levels and
cost-efficiency. I played a pivotal role in hiring, training, and developing
new employees, fostering a skilled and motivated team. By implementing
strategic operational initiatives, I enhanced service quality and guest
satisfaction across all dining facilities.
A few key achievements in this tenure include:
• Collaborated with vendors and suppliers to negotiate contracts and
optimize product offerings.
• Complied with health and safety regulations to maintain safe working
environment and uphold service standards.
• Utilized financial acumen to develop and manage budgets, controlling
expenses and maximizing profitability.
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