Casey Gideon
Summary
Results-oriented Operations Manager with extensive experience in leading large teams and implementing strategic marketing initiatives. Enhanced customer engagement and profitability through effective staff training and development. Skilled in optimizing team performance and executing marketing strategies that drive profitability while establishing training programs for staff development.
Overview
11
11
years of professional experience
Work History
Operations Manager
Maximus
02.2024 - Current
- Led a large team of 150 employees in daily operations.
- Onboarded new hires and trained for call center roles.
- Coordinated with third-party vendors to improve service delivery.
VIP & Guest Services Marketing Manager
Horseshoe Indianapolis Racing & Casino
09.2020 - 01.2024
- Delivered high-quality guest service, enhancing customer engagement and driving increased spending and profits.
- Developed and executed marketing strategies for casino events and promotions.
- Formulated and launched marketing and promotional campaigns to maximize profits.
- Analyzed market trends to identify growth opportunities, informing strategic marketing decisions.
- Managed social media platforms to increase brand awareness and interaction.
- Coordinated promotional materials and branding for events and activities, ensuring consistent messaging and visibility.
- Identified opportunities for new client acquisition through various marketing channels.
- Skilled at connecting customer training needs with business objectives, partnering with marketing, product and market managers to create compelling, high-impact PowerPoint content
- Ability to identify, develop, and deliver training programs that enhance knowledge and capabilities for both dealer networks and internal employees
- Trained staff on customer service standards to improve guest experiences at the casino.
- Onboarded new hires and evaluated guest play through gaming systems
- Proficient in CMS, SalesForce, CaesarsNow, and other gaming systems
- Drove consistent, relevant traffic and leads from our social network presence.
Total Services Manager
IGRC and Harrah’s Hoosier Park
09.2019 - 09.2020
- Managed end-to-end onboarding process for new employees, enhancing engagement and readiness
- Tracked customer complaints in Best Mark, resolving issues to enhance customer satisfaction
- Developed and implemented buzz planners for departments to facilitate collaboration and communication
Retail Manager
Indiana Grand Racing & Casino
04.2015 - 09.2019
- Oversaw retail operations to maintain optimal customer service and sales performance
- Hired, trained, scheduled, and managed employees to ensure a high-performing team
- Uploaded inventory data to Stratton Warren System, enhancing accuracy in retail management
- Participated in Service Sweeps and acted as an ambassador for Caesars Entertainment
Education
High School -
North Decatur High School
Greensburg, IN01-1994
Skills
- Operations management
- Project management
- Vendor management
- Performance improvement
- Service operations
- Staff management
- Staff development
- Staff training
- Stakeholder management
- Customer engagement
- Customer service
- Efficiency improvement
- Time management
- Problem solving
- Team leadership
- Effective communication
Hobbies and Interests
- Franklin Co. 4-H Club
- Decatur Co. Queen Pageant
- Cancer Walk Strides
Timeline
Operations Manager
Maximus
02.2024 - Current
VIP & Guest Services Marketing Manager
Horseshoe Indianapolis Racing & Casino
09.2020 - 01.2024
Total Services Manager
IGRC and Harrah’s Hoosier Park
09.2019 - 09.2020
Retail Manager
Indiana Grand Racing & Casino
04.2015 - 09.2019
High School -
North Decatur High School