Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Christopher Sanders

Springfield

Summary

Dynamic service management professional with extensive experience in overseeing regional operations within the gaming industry. Proven track record in developing standard operating procedures, enhancing compliance, and improving service delivery efficiency. Skilled in budget management and resource allocation, successfully optimizing team performance and driving customer satisfaction levels above 90%. Committed to fostering a culture of excellence and continuous improvement, bringing unique value through strategic leadership and effective communication.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Regional Service Manager

Grand River Jackpot/Accel Entertainment
03.2015 - 05.2025
  • Managed the service department in the central IL area. Managed the daily aspects of the job from tech daily duties to the install and removal of gaming equipment.
  • Developed and maintained standard operating procedures for service delivery, ensuring compliance with industry regulations and best practices.
  • Facilitated regular feedback sessions with customers to gauge satisfaction levels and identify areas for improvement.
  • Participated in the recruitment and onboarding of new service team members, fostering a culture of excellence and customer focus.
  • Presented regular reports on service operations and performance to senior management, highlighting successes and areas for growth.
  • Utilized CRM software to track service requests and customer interactions, enhancing communication and follow-up processes.

Service Manager

Bally Technologies/Sci-Games
05.2014 - 01.2015
  • Manage supervisors and techs in Ohio, Indiana, Michigan, Wisconsin and Ontario Canada. Set schedules approve and adjust payroll, did the budgets for all the areas. Met with the various customers.
  • Oversaw daily operations of service teams, ensuring adherence to company standards and best practices.
  • Managed service schedules and resources to optimize efficiency and reduce wait times for customers.
  • Developed and implemented service strategies that enhanced customer satisfaction and loyalty.

Regional Manager

Shuffle Master Inc/Bally Technologies
02.2012 - 05.2014
  • Manage supervisors and techs in Ohio, Indiana, Michigan, Wisconsin and Ontario Canada.
  • Monitored and reported on regional performance metrics, adjusting strategies as needed to meet objectives.
  • Managed budgets and financial forecasts for the region, ensuring alignment with corporate financial goals.
  • Established performance benchmarks and KPIs to measure team success and motivate staff.
  • Resolved complex customer issues by leveraging problem-solving skills and resourcefulness, enhancing customer satisfaction.
  • Engaged in regular communication with upper management to align regional objectives with corporate goals.

Service Technician II

Shuffle Master Inc
01.2008 - 01.2012
  • Diagnosed and repaired complex mechanical and electrical issues in a variety of equipment, ensuring minimal downtime for clients. To service and repair card shufflers and video gaming machines.
  • Performed routine maintenance and inspections on systems to enhance operational efficiency and extend equipment lifespan.
  • Trained junior technicians on best practices and safety protocols, fostering a culture of continuous improvement within the team.
  • Responded promptly to service requests, ensuring timely resolution and maintaining high levels of customer trust and reliability.

Education

Applied Science Degree - Information Technology-Computer Network Systems

ITT-Technical Institute
01.2003

Certificate - Computer Repair

Tennessee Technology Center at Memphis
01.2000

Skills

  • Compliance Adherence: Proficient
  • CRM Proficiency: Proficient
  • Budget Management: Proficient
  • Technical Troubleshooting: Advanced
  • Equipment Maintenance: Advanced
  • Process Improvement: Proficient
  • Communication Skills: Proficient
  • Problem Solving: Advanced
  • Team Leadership: Expert
  • Service Management: Expert
  • Customer service: Advanced
  • Mechanical knowledge: Advanced
  • English: Expert

Certification

Driver's License

Languages

English: Native

Timeline

Regional Service Manager

Grand River Jackpot/Accel Entertainment
03.2015 - 05.2025

Service Manager

Bally Technologies/Sci-Games
05.2014 - 01.2015

Regional Manager

Shuffle Master Inc/Bally Technologies
02.2012 - 05.2014

Service Technician II

Shuffle Master Inc
01.2008 - 01.2012

Certificate - Computer Repair

Tennessee Technology Center at Memphis

Applied Science Degree - Information Technology-Computer Network Systems

ITT-Technical Institute

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