BRYAN VAN BUREN
Great Valley,NY
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Results-driven Executive offering proven history of achievement during 20+year career. Talented leader with analytical problem-solving and strategic planning expertise. Solid background of consistently addressing customer issues, delivering industry-leading service and implementing scalable approaches.
Overview
30
30
years of professional experience
Work History
Director of Player Development
Seneca Allegany Resort & Casino
06.2018 - Current
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Coached and mentored team members, contributing to their professional growth and development.
- Conducted regular performance evaluations, identifying areas for improvement and implementing necessary changes.
- Expertly navigated escalating situations, leading to resolutions that satisfied both guests needs while adhering to company policies.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed marketing strategies to attract new patrons and retain existing customers.
- Collaborated with other department heads to create a seamless guest experience across all areas of the casino.
- Promoted a positive work environment by encouraging teamwork, open communication, and ongoing professional development for staff members.
- Analyzed financial data to make informed decisions on budgeting, staffing, and resource allocation within the casino.
- Incorporated feedback from guests into improvements for both gaming offerings and overall guest experience at the establishment.
- Established performance metrics for the Player Development team within the casino, driving continuous improvement efforts to meet or exceed goals.
- Fostered a culture of excellent customer service, leading by example and setting clear expectations for staff behavior and performance.
- Helped market casino to target groups to bring in business and sustain continued profits.
Player Development Manager
SENECA ALLEGANY RESORT &CASINO
03.2010 - 03.2018
- Responsible for providing leadership and support to all Player Development functions
- Develop and maintain the casino player database as determined by company goals set by management
- Assist the VP of Player Development in the creation of short and long-range plans to increase revenues and maintain department goals
- Assist with writing and implementation of all corporate procedures and policies for the department
- Responsible for the effective administration of duties for the Player Development Executives, Casino Host Shift Managers, Casino Hosts and Casino Service Hosts
- Ensure that duties are performed within the guidelines of the Corporation’s policies and procedures, Internal Control Standards and objectives
- Create a competitive environment focused on our main principles of Acquisition, Retention, Growth and Reactivation.
- Boosted team morale through consistent communication, feedback, and recognition of achievements.
Assistant to the Marketing Director
SENECA ALLEGANY RESORT &CASINO
04.2004 - 03.2010
- Responsible for all marketing activities for casino
- Performed as Marketing Director from May 2004 through Aug 2005
- Managed all public relations, special events and entertainment, promotions and player development programs
- Completed long and short term planning of marketing programs and budgets
- Coordinated all advertising activity with sister property offices
- Provided marketing support and information to all property department heads
- Analyzed all marketing activities and report directly to COO.
Sales Manager
HOLIDAY VALLEY
07.2002 - 03.2004
- Motivate sales office to exceed goals in conferences, golf outings, corporate business and retreats
- Manage territories with region
- Develop sale strategy that will produce results in both the short and long term
- Generate new business with direct mail, internet, email, telephone, and personal visits
- Maintain relationships with current customer base
- Update sales staff on marketing and promotional information.
- Set Sales standards for new department
- Increase offseason sales from $150,000 to $679,000 in one year
Sales Associate/Lead
VERIZON INFORMATION SYSTEMS
05.2001 - 06.2002
- Present yellow page and on-line product to businesses for purpose of advertising
- Maintain existing account while increasing and generating new business
- Provide lead for team of five representatives to meet goal
- Must meet daily, bi-weekly and monthly quotas.
Sales Specialist- Cardiovascular Division
ASTRAZENECA PHARMACEUTICALS
12.1998 - 11.2000
- Geographic territory leader for all cardiovascular medication with corporation
- Responsible for the education and management of all representatives selling within region
- Conducted monthly training and leadership meetings
- Promoted cardiovascular products to specialists, internists and family practice physicians
- Work independently from home office
- Utilize yearly budget, manage large geographic territory
- Customize presentation to each physician in manner that is accepted in office.
Account Executive
IKON OFFICE SOLUTIONS
06.1997 - 12.1998
- Generate prospects, acquire new accounts using telephone and cold calling techniques, meet assigned quotas and performance goals, provide extensive customer service including training and follow-up, development of relationships, creating proposals and performing equipment demonstrations.
Substitute Teacher/Home Study Tutor
SALAMANCA CENTRAL SCHOOLS
11.1993 - 06.1997
Education
Associate of Math and Science -
Jamestown Community College
Bachelor of Science - Management Sciences
Saint Bonaventure University
Allegany05.1996
Skills
- Performance Analysis
- Customer Service Specialist
- Player Evaluation
- Data Interpretation
- Goal setting and results driven
Timeline
Director of Player Development
Seneca Allegany Resort & Casino
06.2018 - Current
Player Development Manager
SENECA ALLEGANY RESORT &CASINO
03.2010 - 03.2018
Assistant to the Marketing Director
SENECA ALLEGANY RESORT &CASINO
04.2004 - 03.2010
Sales Manager
HOLIDAY VALLEY
07.2002 - 03.2004
Sales Associate/Lead
VERIZON INFORMATION SYSTEMS
05.2001 - 06.2002
Sales Specialist- Cardiovascular Division
ASTRAZENECA PHARMACEUTICALS
12.1998 - 11.2000
Account Executive
IKON OFFICE SOLUTIONS
06.1997 - 12.1998
Substitute Teacher/Home Study Tutor
SALAMANCA CENTRAL SCHOOLS
11.1993 - 06.1997
Associate of Math and Science -
Jamestown Community College
Bachelor of Science - Management Sciences
Saint Bonaventure University
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