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.