Joan Annillo
Las Vegas,NV
Summary
Accomplished Casino Marketing Manager with a proven track record at Westgate Las Vegas Resort & Casino, enhancing brand loyalty and revenue through innovative campaigns and effective team leadership. Expert in CRM and fostering teamwork, I've significantly boosted client engagement and retention. Skilled in leveraging data for strategic decisions, my approach has consistently delivered impactful results.
Overview
14
14
years of professional experience
Work History
Casino Marketing Manager
Westgate Las Vegas Resort & Casino
08.2002 - 06.2012
- Implemented employee recognition programs that boosted morale and productivity within the marketing department.
- Collaborated with cross-functional teams to develop innovative marketing materials, resulting in increased brand awareness and player loyalty.
- Evaluated competitor offerings and market trends to ensure our promotions remained relevant and enticing to customers.
- Delivered comprehensive training programs for new team members, ensuring consistent quality in customer interactions across all touchpoints.
- Organized successful VIP events that fostered client engagement, ultimately contributing to revenue growth.
- Established strong relationships with key clients through personalized service, leading to higher levels of repeat business.
- Utilized data-driven decision-making to fine-tune marketing strategies, resulting in more effective campaigns and increased revenue.
- Managed budgets effectively by allocating resources wisely based on projected results from each campaign initiative.
Casino Marketing Supervisor
Hilton Hotel & Resorts
10.1998 - 08.2002
- Increased player retention by developing and implementing targeted marketing campaigns for a diverse casino clientele.
- Enhanced customer satisfaction by closely monitoring guest feedback and adjusting marketing strategies accordingly.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Boosted overall revenue with the creation of effective promotional events and offers tailored to high-value players.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
High School Diploma -
Bishop Gorman High School
Las Vegas, NVSkills
- Customer relationship management (CRM)
- Marketing campaign development
- Teamwork and collaboration
- Loyalty programs
- Partnership building
- Direct mail campaigns
- Training and development
- Performance evaluations
Timeline
Casino Marketing Manager
Westgate Las Vegas Resort & Casino
08.2002 - 06.2012
Casino Marketing Supervisor
Hilton Hotel & Resorts
10.1998 - 08.2002
High School Diploma -
Bishop Gorman High School
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