Anca Danilescu
Las Vegas,NV
Summary
At BetMGM, I spearheaded operations transformation, leading cross-functional teams to surpass organizational goals. My strategic planning and exceptional communication fostered innovation and accountability, significantly enhancing operational efficiency and customer satisfaction. Achievements include developing impactful training programs for over 4000 employees and integrating advanced technology solutions like Zendesk AI to automate processes.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Manager, Operations Transformation
BetMGM
09.2008 - Current
- Led cross-functional teams to achieve organizational goals and enhance collaboration. BetMGM teams under my scope along the years: Training, Process & Content, Ops. Infrastructure (CS tools and platforms), Delivery Managers and Self-Service/Chatbot. Empowered team members by promoting a culture of innovation and accountability.
- Strengthened partnerships with key stakeholders across BetMGM, Entain and IVY Product & Technology to support business objectives and growth.
- Improved operational efficiency with streamlined processes/documentation and enhanced customer satisfaction by fostering a high-performance culture focused on quality service. Standardized and optimized the entire Customer Care knowledgebase documentation and information management system.
- Developed and executed successful training programs, elevated team performance with robust training programs and leadership development. Trained 400+ BetMGM employees and over 4000+ at Entain.
- Achieved operational targets by leveraging technology solutions and process automation (routing, Zendesk AI). Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives. Transition of all CS tools/platforms to Zendesk, Jarvis, Genesys Cloud and Sprinklr.
- Evaluated vendor offerings critically to select the most appropriate partners for delivering desired results at optimal costs. Vendor selection through performant scorecards, vendor licensing, implementing POC and measure success, testing/UAT and rolls outs to production.
- Provided strong leadership to enhance team productivity and morale. Established team priorities, workloads and monitored performance. Evaluated hiring, firing, and promotions requests.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
Education
Bachelor in Economics - Industrial Management
Business & Economics Academy
Bucharest, RomaniaDiploma in Sales Training Design - Sales in Customer Service Units
Certified Professional Trainer
Vienna, AustriaSkills
- Cross-functional team leadership
- Project coordination
- Strategic planning
- Stakeholder engagement
- Process optimization
- Problem solving
- Excellent communication
Certification
Test
Timeline
Senior Manager, Operations Transformation
BetMGM
09.2008 - Current
Test
Bachelor in Economics - Industrial Management
Business & Economics Academy
Diploma in Sales Training Design - Sales in Customer Service Units
Certified Professional Trainer
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