Grant Puskar
Medina
Summary
Dynamic Customer Support Manager with a proven track record at JACK Cleveland Casino, enhancing service delivery through effective training and empathetic client relationship building. Spearheaded quality control initiatives, significantly boosting customer satisfaction scores. Skilled in analyzing feedback and refining strategies, ensuring operational efficiency and exceptional support outcomes.
Uplifting, solutions-focused professional with knack for empathizing with customers and resolving issues effectively. Possesses strong communication and problem-solving abilities, coupled with solid grasp of customer service principles and CRM software. Committed to driving customer satisfaction and fostering long-term loyalty through impactful service.
Overview
4
4
years of professional experience
Work History
BetJACK Operations, Customer Support Manager
JACK Cleveland Casino
Cleveland, OH
12.2024 - Current
- Led customer support team, ensuring high-quality service and issue resolution.
- Developed and implemented training programs for new support staff to enhance service delivery.
- Analyzed customer feedback to identify trends, improving response strategies and satisfaction rates.
- Collaborated with cross-functional teams to streamline processes and enhance operational efficiency.
- Lead Quality Control efforts and roadmap strategical improvements to increase CSAT scores, SLA achievement times, and other essential customer support KPI's.
Sportsbook Marketing Operations Coordinator
JACK Cleveland Casino
Cleveland, OH
04.2024 - 12.2024
- Coordinated marketing campaigns to enhance brand visibility and customer engagement.
- Managed email marketing initiatives using CRM tools to drive customer retention.
- Analyzed campaign performance metrics to refine marketing strategies and improve outcomes.
- Collaborated with cross-functional teams to ensure alignment on promotional activities.
BetJACK Social Media Specialist
JACK Cleveland Casino
Cleveland, Ohio
08.2022 - 04.2024
- Assisted in creating engaging social media content across multiple platforms.
- Monitored and responded to user comments and messages to enhance community engagement.
- Conducted research on industry trends to inform social media strategies and content development.
- Supported the execution of social media campaigns, ensuring alignment with brand messaging.
Education
No Degree - Journalism
Cleveland State University
Cleveland, Ohio, OHHigh School Diploma -
Pickerington Central High School
Pickerington, OH05-2019
Skills
- Empathy and patience
- Client relationship building
- Customer relations
- Training and mentoring
Timeline
BetJACK Operations, Customer Support Manager
JACK Cleveland Casino
12.2024 - Current
Sportsbook Marketing Operations Coordinator
JACK Cleveland Casino
04.2024 - 12.2024
BetJACK Social Media Specialist
JACK Cleveland Casino
08.2022 - 04.2024
No Degree - Journalism
Cleveland State University
High School Diploma -
Pickerington Central High School