Summary
Overview
Work History
Education
Skills
Timeline
Generic

MIchael Burris

East Haven

Summary

Skilled Retail Manager with demonstrated success in coordinating team activities. Years of experience working in gaming. Solid understanding of regulatory requirements in gaming, specifically in CT, including compliance and AML requirements. Friendly and adaptable professional with remarkable leadership and program management skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and ready to help team achieve company goals. Innate sales abilities and excellent customer service skills.

Overview

5
5
years of professional experience
3
3
years of post-secondary education

Work History

Call Center Supervisor

Sportech PLC
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Supervised Customer Service representatives in providing excellent customer service to callers requiring assistance for questions and tech issues.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.

Sports Betting Manager

Sportech PLC
08.2021 - Current
  • Ordered paper for sports kiosks and kept meticulous records on paper inventory.
  • Kept records of equipment failures and responsible for ordering replacement parts.
  • Assigned work to staff, set schedules, and motivated strong performance in key areas.
  • Trained and supervised staff to consistently meet performance goals and customer service standards.
  • Created and maintained detailed reports of daily, weekly and monthly operations.
  • Cultivated strong relationships with customers to build loyalty and repeat business.
  • Partnered across departments to run smooth, professional events and activities.
  • Organized and oversaw special events such as retail events, online contests and retail contests.
  • Oversaw salaries, pay rates and staff schedules.
  • Restored customer loyalty by resolving complaints with workers, activities or services rendered.
  • Recruited and interviewed individuals for operations, guest relations, customer service and other staff positions.

ADW Marketing Manager

Sportech PLC
09.2018 - 08.2021
  • Created company brand messaging, collateral materials, customer events, promotional strategies, and product commercialization.
  • Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
  • Developed and implemented marketing strategies to use for launches, rebranding campaigns and promotions.
  • Used data analytics to track lead generation campaigns and improve quality.
  • Worked with graphic designers and writers to establish theme and tone for content.
  • Managed workflow between staff, coordinating documents and creative material distribution.
  • Recruited and hired capable team members to add value and diverse skills set to marketing department.
  • Created and managed social media campaigns to increase brand engagement.
  • Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
  • Continually maintained and improved company's reputation and positive image in markets served.
  • Coordinated with design and media teams to develop high-quality creative assets.
  • Launched successful digital marketing campaigns that achieved goals for increased website traffic.
  • Optimized email campaigns to increase open and click-through rates.
  • Managed retail and online VIP level customers.
  • Created various email marketing campaigns via CRM system.

Education

Associate of Arts - General Studies

Gadsden Community College
Anniston, AL
06.2006

GED -

East Haven High School
East Haven, CT
09.2000 - 06.2003

Skills

  • Information Tracking
  • Training Delivery
  • Training Coordination
  • Training Management
  • Employee Motivation
  • Documentation Expertise
  • Customer Relationship Management
  • Technical Support

Timeline

Sports Betting Manager

Sportech PLC
08.2021 - Current

ADW Marketing Manager

Sportech PLC
09.2018 - 08.2021

GED -

East Haven High School
09.2000 - 06.2003

Call Center Supervisor

Sportech PLC

Associate of Arts - General Studies

Gadsden Community College

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MIchael Burris