Mason Adler
Norfolk,VA
Summary
Detail-oriented professional with a strong background in customer success and team supervision. Proven ability to enhance service quality and drive team performance through effective training and proactive customer engagement.
Overview
4
4
years of professional experience
Work History
Sportsbook Supervisor
Rivers Casino
Portsmouth, Virginia
02.2025 - Current
- Ensured compliance with gaming regulations and policies by supervising team members.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Monitored daily operations to maintain a safe and welcoming environment for guests.
- Assisted in resolving guest complaints to enhance overall customer satisfaction.
- Optimized staffing levels during peak hours by coordinating shift schedules.
- Enhanced team performance and service quality by implementing training sessions.
Customer Success Executive
Lloyd's List Intelligence
Norfolk, Virginia (remote)
10.2022 - 01.2025
- Monitored customer health metrics and usage data, proactively identifying and addressing at-risk accounts to enhance retention.
- Led virtual and in-person training sessions, equipping new and existing customers with the knowledge to maximize product value.
- Designed and delivered onboarding plans aligned to client objectives.
- Managed client inquiries, delivering tailored maritime data solutions that addressed specific customer needs.
Education
Bachelor of Science - Sport And Recreation Management
James Madison University
Harrisonburg, VA05-2022
Skills
- Customer service
- Decision-making
- Conflict resolution
- Training development
- Technical troubleshooting
- Attention to detail
- Time management
- Verbal and written communication
- Salesforce proficiency
- Microsoft Office proficiency
Timeline
Sportsbook Supervisor
Rivers Casino
02.2025 - Current
Customer Success Executive
Lloyd's List Intelligence
10.2022 - 01.2025
Bachelor of Science - Sport And Recreation Management
James Madison University