Benjamin Czerniecki
Lockport,NY
Summary
Adept at incident management and fostering team engagement, I leveraged ITIL knowledge to enhance Yahoo! Inc.'s system stability and customer satisfaction. My experience spans from rigorous Marine Corps operations to dynamic casino management, showcasing my ability to multitask and communicate effectively under pressure, achieving significant improvements in business continuity and operational efficiency.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Marine
United States Marine Corps
08.1999 - 11.2002
- Ensured continuity of operations by meticulously maintaining records, reports, and documentation related to all aspects of the unit''s activities.
- Optimized resource management by effectively tracking and allocating equipment, personnel, and supplies.
- Enhanced unit readiness by conducting comprehensive training exercises and evaluations.
Incident Manager
Yahoo! Inc.
11.2018 - 08.2024
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
- Fostered a culture of continuous improvement within the organization through consistent review and refinement of existing processes.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
- Optimized resource allocation during major incidents through effective prioritization and delegation techniques.
- Developed and maintained detailed documentation for incident management processes, ensuring consistency in response strategies.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
Fantasy Sports Customer Support
Yahoo! Inc.
07.2018 - 11.2018
- Managed high-volume inbound calls and emails, providing exceptional service to customers in need of assistance.
- Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
- Adhered to company policies, procedures and system documentation requirements.
- Achieved high levels of customer retention by consistently delivering outstanding support experiences.
- Provided expert guidance for customers navigating complex products or services, leading to greater understanding and satisfaction.
Casino Shift Manager/Operations Manager
Silver Dollar Casino
05.2017 - 03.2018
- Maximized casino profitability by analyzing performance metrics and adjusting gaming strategies accordingly.
- Contributed to employee retention efforts by fostering a positive work environment that encouraged teamwork and professional growth opportunities for staff members.
- Increased revenue with the implementation of innovative promotions, events, and marketing strategies.
- Safeguarded casino assets by implementing robust security measures, including surveillance monitoring and access control systems.
- Supported human resources initiatives such as hiring decisions or disciplinary actions when necessary for maintaining an efficient workforce.
- Maintained strict compliance with gaming regulations by conducting regular audits and addressing any discrepancies swiftly.
- Coordinated staff schedules, rotations and breaks.
- Monitored tables first-hand by continuously circulating to check on operations and correct deficiencies.
Rural Mail Carrier Associate
United States Postal Service, USPS
04.2016 - 09.2016
- Contributed to team success by assisting fellow carriers in completing their assigned routes when needed.
- Sorted mail according to order of address appearance for easy access in field.
- Delivered mail and packages to customers on prescribed route while processing check submissions, money orders, and stamp purchases in field.
- Collaborated closely with other Rural Mail Carrier Associates, contributing to a supportive work environment focused on teamwork and communication.
- Enhanced customer satisfaction by promptly delivering mail and packages to their corresponding destinations.
- Demonstrated punctuality and reliability with consistent on-time arrivals for daily pickups at distribution centers.
Casino Floor Supervisor/Assistant Shift Manager
Hollywood Casino Columbus
09.2012 - 06.2015
- Optimized staffing levels according to fluctuating business needs, minimizing labor costs without sacrificing quality service delivery.
- Improved employee performance through consistent coaching, training, and feedback on job responsibilities.
- Managed high-stakes table games, ensuring accurate payouts and adherence to gaming regulations.
- Conducted thorough evaluations of dealer performance levels, providing constructive feedback to help improve overall skill sets.
- Supported smooth transitions during shift changes by effectively communicating pertinent information to incoming supervisors.
- Boosted employee morale through regular recognition of outstanding achievements on the casino floor, fostering a positive workplace culture.
Table Games Floor Supervisor
Mohegan Sun Pocono
06.2010 - 08.2012
- Managed disputes diplomatically, ensuring fair resolutions while maintaining a positive atmosphere for all guests.
- Streamlined dealer rotation schedules for greater efficiency and improved team morale.
- Assisted in the training and development of new dealers, resulting in increased dealer proficiency and game knowledge.
- Leveraged extensive knowledge of various table games to provide expert guidance on rules, strategies, and proper etiquette to both dealers and patrons alike.
- Ensured compliance with state gaming regulations through vigilant observation of table games and staff performance.
Sales Associate
Nike Factory Store
06.2009 - 05.2010
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Table Games Dealer
Seneca Niagara Casino
04.2004 - 05.2008
- Maintained fast game pace by handling chips, cards, money, and gaming equipment efficiently.
- Managed chips and money transactions with attention to detail to prevent fraud.
- Adhered to all gaming regulations and procedures to maintain legal and ethical operation.
- Developed strong relationships with regular clients, resulting in increased loyalty and repeat visits to the casino.
- Assisted players with placing bets, educating on game rules to increase understanding.
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Continuously updated knowledge of industry trends and emerging games to better serve clientele with diverse interests.
Education
High School Diploma -
Lockport High School
Lockport, NY06.1999
Skills
Effective Communication
Team Engagement
Incident Management
ITIL Knowledge
Business Continuity
Incident Priority Assessment
Problem-Solving
Casino Operations/Management
Multitasking
Multitasking Abilities
Certification
- Salesforce Certified Administrator
- Professional Table Games Dealer Diploma/Certificate– Various Accredited Casino Dealer Schools.
- First Aid/CPR/AED Certification - American Red Cross.
- Alcohol Beverage Service Certification - Training for Intervention Procedures (TIPS).
- Gaming License - NY/PA/OH/WA Gaming Control Board.
Timeline
Incident Manager
Yahoo! Inc.
11.2018 - 08.2024
Fantasy Sports Customer Support
Yahoo! Inc.
07.2018 - 11.2018
Casino Shift Manager/Operations Manager
Silver Dollar Casino
05.2017 - 03.2018
Rural Mail Carrier Associate
United States Postal Service, USPS
04.2016 - 09.2016
Casino Floor Supervisor/Assistant Shift Manager
Hollywood Casino Columbus
09.2012 - 06.2015
Table Games Floor Supervisor
Mohegan Sun Pocono
06.2010 - 08.2012
Sales Associate
Nike Factory Store
06.2009 - 05.2010
Table Games Dealer
Seneca Niagara Casino
04.2004 - 05.2008
Marine
United States Marine Corps
08.1999 - 11.2002
High School Diploma -
Lockport High School
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