Kevin Harris
Blackwell,Oklahoma
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
36
36
years of professional experience
Work History
General Manager
Tonkawa Enterprises
08.2023 - Current
- Managed budget implementations, employee evaluations, and contract details.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones, and tailor products to individual markets.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms. Looked over contracts and gauged market from other vendors for best prices.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Implemented innovative programs to increase employee loyalty and reduce turnover. 4 day workweek. They work 4-9 hour shifts but get paid for 40 hours.
- Interacted well with customers to build connections and nurture relationships.
Operations Manager
Tonkawa Enterprises
04.2023 - 08.2023
- Devised processes to boost long-term business success and increase profit levels.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Surveillance Director
Tonkawa Enterprises
05.2022 - 03.2023
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Managed daily operations while overseeing multiple locations to foster increased productivity.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Established departmental performance goals and provided feedback for underperforming areas.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- In charge of multiple sites to ensure that Surveillance was ran properly and company and customer assets were protected.
Operations Manager
Tonkawa Hotel And Casino
01.2021 - 03.2023
- Devised processes to boost long-term business success and increase profit levels.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Family Entertainment Center was recognized as best new Family Entertainment Center in the US for the year of 2021.
- Developed High School Bowling Program that had 2 Regional Champions, 2 Regional Runner-ups, 4 State Finalists and 1 State Championship team.
- Developed program to earn additional revenue thru local advertising on bowling tvs as well as movie theater screens.
- Built relationship with vendor to get additional revenue by advertising National ads on Movie screens.
- Center has 12 lanes of bowling, coffee shop, arcade, redemption center, 2 movie theaters, 2 conference/party rooms, food truck inside the facility, the longest bar in Oklahoma, stage for bands, karaoke, etc. 65 tvs throughout the facility including the bathroom mirrors.
- Brought in vendor to do Singo and Trivia nights. These brought in additional revenue due to increased traffic.
- Brought in provider to show all UFC, major boxing matches.
- Ensured we had all sports channels available.
- Worked to get where we could broadcast local high school teams away matches for all sports.
- Implemented $5 Movies to drive increased concession sales.
- Introduced Sunday Funday where bowling was just $5 per lane per hour which drove increased business on Sundays, expanded this to throughout the week.
- Got 2 bowling leagues started.
Surveillance Director
Tonkawa Hotel And Casino
12.2020 - 12.2021
- Managed daily operations while overseeing multiple locations to foster increased productivity.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Monitored and coordinated workflows to optimize resources.
- Established departmental performance goals and provided feedback for underperforming areas.
- Evaluated company documentation to verify alignment with regulatory requirements.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Monitored expenditures to mitigate risk of overages.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Formed strategic partnerships and connected with potential clients to drive business development.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Surveillance Officer, Lead, Camera Tech.
Tonkawa Hotel And Casino
10.2014 - 12.2020
- Monitored guests for signs of suspicious or criminal activity.
- Reviewed CCTV and patrolled grounds to maintain awareness of activity in all facility areas.
- Identified and documented unauthorized actions by employees.
- Recorded audio and video of back-end money movements.
- Updated daily logs and produced reports outlining surveillance activities.
- Researched cheating methods and advantage play systems to quickly identify illegal activity.
- Operated surveillance equipment, video recorders and computers to monitor activities within facility.
- Documented suspicious activity and events through detailed reports, submitting timely updates to supervisor.
- Reviewed video feeds to observe activity at gaming tables, slot machines and in other areas.
- Trained surveillance observers on key factors to watch for and internal reporting procedures.
- Reviewed video surveillance footage.
- Observed hotel and gambling floor operations for irregular activities indicative of cheating or illegal behavior.
- Supervised or trained surveillance observers.
Frontline Development Manager
Teleperformance
11.2012 - 02.2014
- Directed product development efforts using industry-specific tools to increase sales and overall company productivity.
- Managed 12 individual projects simultaneously for product lifecycle development.
- Monitored resource allocation, budget development and personnel recruitment for multiple call center projects.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Coordinated technical training and personal development classes for staff members.
- Managed new employee orientation training process for more than 600 employees each year.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
- Created in-depth training manual for all employees.
- Selected and assigned instructors to conduct specific training programs.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Developed surveys to identify training needs based on projected production processes and changes.
- Researched and obtained relevant course materials to achieve training objectives.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Developed departmental systems and procedures to better align workflow processes.
- Directed field training to enhance participants' skills.
- Implemented new learning strategies depending upon employees' skill levels.
- Tested all training software and hardware prior to commencing training programs.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Directed training programs and development paths for managers and supervisors.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Managed all exempt employee coaching, training, and performance improvement actions.
- Call Center had 1200 employees with 2 lines of business. Grew business to 2,000 employees and added 9 new lines of business from Fortune 100 companies.
Training Manager
SYKES
11.2007 - 11.2012
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Trained new hires to perform cross-training exercises with experienced workers.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Prepared and distributed manuals, handouts and online tutorials to provide employees with training materials and resources.
- Assisted in development of employee assessments to measure training value.
- Managed development of e-learning training materials and activities to enhance learning experiences.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
- Opened numerous call centers onshore and offshore.
- Oversaw 8 call centers for training with client.
- Worked with client to develop new hire training for their systems.
- Developed tracker that measure new hire success, client had all vendors use and also used internally.
- Worked on attrition task force and reduced attrition 50% for all call centers in the same lob within the 1st 6 months
- Developed trainer scorecards and agent scorecards to ensure getting best product for client.
- Honorable mention team member for team that won company award for best team in the company.
- Made classrooms more realistic to the floor which decreased the amount of time for new agents to be meeting or exceeding client expectations.
Training/Quality Manager
Startek
04.2002 - 11.2007
- Conducted orientation sessions and organized on-the-job training for new hires.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Trained new hires to perform cross-training exercises with experienced workers.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Assisted in development of employee assessments to measure training value.
- Managed all exempt employee coaching, training, and performance improvement actions.
- Developed program that developed future leaders.
- Redid clients training curriculum and reduced the training time by 2 weeks. Was adapted by the client. Saved just my site $750,000 for training costs the 1st year.
- One of 4 people to win award company wide for improvements and contributions processes and procedures
- Developed scorecard that client rolled out to all clients and internal call centers
METNAV Maintenance Journeyman
US Air Force
05.1988 - 04.1995
- Used problem-solving skills to alleviate issues efficiently with minimal supervision.
- Completed daily, weekly, and monthly checklists on building equipment to maintain records of scheduled maintenance procedures.
- Followed safety precautions to avoid personal injury and provide safe work environment.
- Trained new maintenance personnel to safely and properly use equipment and tools and apply best practices.
- Conducted repairs on equipment to return machines and tools to functionality.
- Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.
- Conducted regular inspections of equipment to promptly identify issues that could cause machinery malfunctions.
- Diagnosed and repaired complex mechanical and electrical systems.
- Performed preventive maintenance and repairs on various types of equipment.
- Optimized work readiness with effective gathering of parts and supplies in alignment with specifications.
- Executed tasks within time and budget constraints.
- Had flawless FAA flight check record even though was lower ranking person running them
- Developed training program that merged 2 career paths that was adapted Air Force wide
- Won Maintenance Person of the year for base I was stationed at and nominated for US Air Force maintenance person of the year
Education
Computer Science And Programming
IUPUI
Indianapolis, United StatesSkills
- Loss Prevention
- Vendor Sourcing
- Schedule Management
- Expense Control
- Account Management
- Contract Negotiations
- Advertising and marketing
- P&L Management
- Operations Oversight
- Workflow Planning
- Staff Supervision
- Project Management
- Quality Management
- Business Development
- Financial Administration
- Relationship Building
- Staff Management
- Customer Relations
- Skilled negotiator
- Staff Development
- Interpersonal Skills
- Time Management
- Employee training and development
- Cost analysis and savings
- Risk Management
- Project Planning
- Staff Training
- Budget Analysis
- Leadership and team building
- Sound Judgment
- Training and coaching
- Succession Planning
- Profit and Loss
- Problem Resolution
- Staff training/development
- Process Improvements
- Budget Development
- Efficient multi-tasker
- Recruitment
- Operations Management
- Change Implementation
- Networking abilities
- Client Relations
- Labor Cost Controls
- Effective leader
- Motivation
- Vendor relationships
- Deadline-oriented
Timeline
General Manager
Tonkawa Enterprises
08.2023 - Current
Operations Manager
Tonkawa Enterprises
04.2023 - 08.2023
Surveillance Director
Tonkawa Enterprises
05.2022 - 03.2023
Operations Manager
Tonkawa Hotel And Casino
01.2021 - 03.2023
Surveillance Director
Tonkawa Hotel And Casino
12.2020 - 12.2021
Surveillance Officer, Lead, Camera Tech.
Tonkawa Hotel And Casino
10.2014 - 12.2020
Frontline Development Manager
Teleperformance
11.2012 - 02.2014
Training Manager
SYKES
11.2007 - 11.2012
Training/Quality Manager
Startek
04.2002 - 11.2007
METNAV Maintenance Journeyman
US Air Force
05.1988 - 04.1995
Computer Science And Programming
IUPUI
Similar Profiles
Rachel HutchesonRachel Hutcheson
Human Resources Generalist at Tonkawa EnterprisesHuman Resources Generalist at Tonkawa Enterprises
Clint RossClint Ross
Water Superintendent at City of TonkawaWater Superintendent at City of Tonkawa
William HydeWilliam Hyde
Security Officer at Tonkawa Hotel & CasinoSecurity Officer at Tonkawa Hotel & Casino
Alva OlmsteadAlva Olmstead
Solar Panel Installer at Blattner EnergySolar Panel Installer at Blattner Energy
Brent GlassBrent Glass
Loader/Operator at JupiterLoader/Operator at Jupiter