Experience

• 

  Missouri lottery

  Nov 2001 - now

  Assist with order-pad software testing and responsible for budget monitoring/invoice management to include the oversight of sales expenditures. Work with sales management team to recommend and oversee budget development at the regional level as well as statewide. Responsible for coordinating, monitoring, reporting and supporting self-service at retail in order to maximize sales, placement, game mix, reliability and maximum exposure. Additional responsibilities will include the management of the Sales Promotion Program, act as a liaison with IT and applicable vendor for the sales team equipment and act as liaison with Lottery Fleet Manager to manage, coordinate and administer the quarterly vehicle mileage audits, internal vehicle inspections and swap recommendations. Responsible for sales department special events with chain partners and trade show participation. عرض أقل I am responsible for managing the Missouri Lottery’s on-line computerized drawings, which are held twice a day, 365 days a year. It includes overseeing a pool of draw managers, training, scheduling, writing procedures and working with the Security & Integrity Section on certification and testing of draw equipment. My job position is also responsible for: planning and coordinating events and meetings, such as the annual millionaires reunion, annual all-employee meeting, responsible gaming conferences, etc…coordinating the Missouri Lottery’s speakers bureau; tracking the department's budget, including processing invoices, maintaining mailing lists; assisting the customer care unit; assisting with updating the content of the Lottery internal extranet site, and compiling the department's annual report. عرض أقل Was responsible for managing the Missouri Lottery’s Customer Care Unit and overseeing the headquarters validation area and its functions (prize validation, check payments, switchboard operations, sales and cashing of tickets). Supervised five customer service representatives, which respond to incoming calls, letters, e-mails and walk-in contacts from Lottery players and retailers concerning Lottery rules and regulations, games, promotions, sponsorships, events, validation issues, ordering supplies and instant product, general accounting questions, etc… Was responsible for establishing a role as an expert in regard to Lottery issues when responding to inquiries; researching trends, practices, innovations and technological advances to improve customer service across the entire Lottery organization. Conducted quality control evaluations of the customer care unit and staff to insure a high service quality. Review all correspondences to customers. Compiled and analyzed monthly customer relations reports and historical data of all player and retailer calls, letters, e-mails and walk-ins with the purpose of determining trends and customer needs. Made recommendations for improving existing processes to enhance service levels. Assisted with developing and writing customer service columns and messages for Lottery publications. Researched and established internal and external customer service initiatives that promote extraordinary customer service. Served as back-up draw manager for the Missouri Lottery’s daily and evening draws, back up for the content communicated via the Lottery’s internal intranet site and served as the Lottery’s open records coordinator. عرض أقل

  • State Sales Support Manager

    Feb 2012 - now

  • Draw Manager/Event Planner

    Mar 2008 - Apr 2012

  • Customer Service Manager

    Nov 2001 - Mar 2008