Michael Rogan III
Succasunna,NJ
Summary
Experienced and customer-focused team player with a proven track record in delivering exceptional service to high-value clients within and outside the gambling industry. Adept at managing and retaining VIP accounts, developing personalized experiences, and ensuring customer satisfaction through strong relationship-building and conflict resolution skills. Expertise in onboarding, event execution, and maintaining compliance with industry regulations, including responsible gaming practices. Skilled at utilizing data insights to optimize customer engagement and retention, while ensuring seamless communication and support. Committed to upholding company standards and creating a high-quality, tailored experience for each VIP customer.
Overview
16
16
years of professional experience
Work History
VIP Host Team
FanDuel
08.2023 - Current
- Provided personalized support to VIP customers, addressing inquiries and resolving issues promptly to maintain high satisfaction levels.
- Managed Host Team’s book of business, also stepping in to cover for Account Managers during absences to ensure continuity of service.
- Collaborated in the development and improvement of the VIP onboarding process, leading to a more streamlined and efficient customer experience.
- Executed the implementation of a new model onboarding process
- Organized and hosted exclusive events across multiple cities, ensuring a top-tier experience for VIP clients.
- Ensured full compliance with venue policies and regulations, maintaining a safe and responsible gaming environment.
Personal Trainer/Athlete Coach
Freelance
08.2017 - 12.2023
- Perform fitness assessments and evaluations which
aid in designing unique and creative personal
training programs - Instruct clients on proper exercise form and
equipment use - Develop clients in strength & conditioning as well as
agility and sports specific advancement - Boxing/Muy Thai training for both fitness and
competitive boxing - Use of competitive boxing experience to train clients
in a fun and safe environment
VIP Outbound Representative
FanDuel
08.2022 - 08.2023
- Contacted high-value players via phone calls and
text messages who have been inactive on
Sportsbook and Casino - Generated over 1,200,000 in deposit value by
tailoring specific reactivation offers for players to deposit onto our platforms - Utilized internal systems and metrics to create
reactivation offers as well as screen players to pass
off to our VIP Team for consideration - Assisted/consulted in parameters for upcoming and
future campaigns - Focused on assisting team members and being
vocal in the team channel - Helped to develop strategies to ensure the team is
hitting individual and team goals
Personal Trainer / Athlete Coach / Striking Coach
Buxton Athletic Training Center
01.2018 - 08.2023
- Development of training ranging from children to
NFL athletes and Olympics medalists - Run strength and conditioning programs for guest
athlete seminars and camps - Develop supplemental programs for homeschooling
program - Establish new and maintain client relationships
- Work with local schools and coaches to facilitate
practice
Personal Trainer / Athlete Coach
Next Generation Training Center
09.2018 - 05.2022
- Develop personalized training and nutrition plans
- Lead private and group sessions ranging from
general public to professional athletes - Assist in developing yearlong programming cycles
- Maintain new and existing client relationships
- Management of concurrent classes and
organization
Personal Trainer
Retro Fitness
03.2018 - 03.2020
- Conducted fitness orientations & assessments
- Developed personal fitness plans for clients
- Train clients one-on-one working toward their
desired goals - Worked with clients in small groups consisting of both
equal and disproportionate fitness levels - Worked with older aged clients, athletes, average
clients, children, and those with special needs - Resourced for client acquisition and relationship
longevity
Construction Laborer / Project Manager
Schwemmer Construction
06.2017 - 10.2019
- Direct assistant on all projects
- Organized meetings with architect/engineer for
blueprints - Developed and finalized floor plans/appliances
inside and outside the home - Provide construction support to complete both indoor and outdoor residential projects
- Perform heavy labor including demolition and
complete gut of house/complete renovation - Experience with demolition, framing, painting, trim,
tile, flooring, porch building, installations
Office Assistant
Law Offices of Donald P. Fedderly
06.2010 - 01.2018
- Transcribed, edited and proofread legal documents
- Coordinated signatures, delivered documents, and
obtained all relevant information with fellow lawyers - Assisted in day-to-day tasks
Construction Laborer
Spectrum Construction
01.2016 - 06.2017
- Provide construction support to complete indoor
and outdoor residential and commercial projects - Perform wide range of heavy labor including ditch
digging, paving and drywall - Paint building interiors and exteriors
- Dig trenches and level soil and gravel
- Interpret blueprints and drawings
- Lawn and ground maintenance and snow removal
Stocker / Cashier
Bottle King
06.2012 - 03.2015
- Received and verified shipments, inspecting and
documenting freight damages - Greeted customers and answered questions
regarding products - Operated computerized cash register system
Front Counter Attendant
Express Lube
04.2009 - 05.2011
- Greeted and assisted customers upon arrival
- Drove cars into garages, and provided assistance to
mechanics
Education
Bachelor of Arts - American Studies
Rutgers University
New Brunswick, NJ05-2016
Skills
- Expertise in managing high-value accounts and building long-term relationships with VIP customers
- Ability to analyze customer data to identify trends, preferences, and behaviors to tailor experiences and improve retention
- Highly proficient in Microsoft Word, Excel, and PowerPoint
- Familiarity with responsible gaming practices and regulations to ensure customers are engaging safely and within legal boundaries
- Proven ability to manage multiple high-priority tasks simultaneously in a fast-paced environment
- Excellent verbal and written communication, with a focus on tailoring messaging to meet the needs of diverse VIP clients
- Ability to collaborate with cross-functional teams such as marketing, operations, and legal to enhance the overall customer experience
- Proficiency in handling high-pressure situations, resolving conflicts, and ensuring customer satisfaction
- Competitive sports since an early age
- Martial Arts and Boxing Training
Timeline
VIP Host Team
FanDuel
08.2023 - Current
VIP Outbound Representative
FanDuel
08.2022 - 08.2023
Personal Trainer / Athlete Coach
Next Generation Training Center
09.2018 - 05.2022
Personal Trainer
Retro Fitness
03.2018 - 03.2020
Personal Trainer / Athlete Coach / Striking Coach
Buxton Athletic Training Center
01.2018 - 08.2023
Personal Trainer/Athlete Coach
Freelance
08.2017 - 12.2023
Construction Laborer / Project Manager
Schwemmer Construction
06.2017 - 10.2019
Construction Laborer
Spectrum Construction
01.2016 - 06.2017
Stocker / Cashier
Bottle King
06.2012 - 03.2015
Office Assistant
Law Offices of Donald P. Fedderly
06.2010 - 01.2018
Front Counter Attendant
Express Lube
04.2009 - 05.2011
Bachelor of Arts - American Studies
Rutgers University
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