Patrick Allen
Oswego,Illinois
Summary
Proficient Manager bringing 20 years of gaming experience and motivation to exceed objectives consistently. Experienced and proactive problem-solver successful at overseeing personnel, programs, and projects. Familiar with Illinois operational requirements and best practices. Results-driven Performance Manager known for high productivity and efficient task completion. Skilled in data analysis, performance metric development, and process optimization to enhance organizational efficiency. Excel at communication, leadership, and problem-solving to achieve goals and improve team performance.
Overview
20
20
years of professional experience
Work History
Slot Performance Manager
Bally's Chicago
Chicago , IL
04.2023 - 10.2024
- Developed performance metrics and monitored progress towards meeting goals.
- Analyzed employee productivity data to identify areas for improvement.
- Conducted regular meetings with employees to discuss performance objectives and expectations.
- Created presentations for senior management on performance management initiatives.
- Implemented strategies to improve team collaboration and communication.
- Provided feedback to employees on their performance, progress, and development needs.
- Identified potential staffing needs based on current and future business requirements.
- Collaborated with Human Resources department to ensure compliance with relevant laws and regulations regarding performance management practices.
- Provided coaching sessions for high-potential employees in order to maximize their effectiveness within the organization.
- Established departmental performance goals, set timeline targets for sales team and trained new employees.
- Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
Regional Manager
Accel Entertainment
Burr Ridge, IL
06.2022 - 04.2023
- Established goals, objectives, policies, procedures, and performance standards for all region personnel.
- Identified new business opportunities through market research and industry trends.
- Managed regional operations including inventory control, staffing levels, logistics, and customer service.
- Collaborated closely with the Human Resources department on matters related to employee relations.
- Resolved conflicts between customers and employees within the region.
- Participated in job fairs throughout the year to recruit qualified candidates for regional open positions.
- Trained staff on product knowledge, customer service techniques, and sales strategies.
- Conducted regular meetings with district managers to discuss sales performance and provide guidance on improvement tactics.
- Created and maintained relationships with key customers in the region.
- Provided mentorship and coaching to staff members throughout the region as needed.
Manger on Duty/ Lead Tec
Gold Rush Gaming
Hoffman Estates, IL
11.2014 - 06.2022
- Created positive work environment for employees and delivered exceptional customer service.
- Handled employee problems in absence of general manager.
- Collaborated with upper management to improve productivity of operations.
- Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Perform ram clears and repairs on all video gaming terminals in the IL Poker Market
Game Technician
American Vending Sales
Elk Grove Village, IL
09.2012 - 10.2014
- Maintained electronic and mechanical equipment, reducing errors and increasing game functionality.
- Performed basic troubleshooting techniques to identify and resolve common troubles with arcade games.
- Removed malfunctioning components and replaced with new or refurbished parts.
- Answered customer service calls and resolved issues quickly to return machines to operational status.
- Train Terminal Operators on IGT products
- Assist Terminal Operators at Go-lives
- Train Terminals Operators on M3 Technology redemption machines
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Player Service Agent
Rivers Casino
Des Plaines, IL
05.2011 - 07.2012
- Greeted incoming guests with enthusiasm to promote fun, memorable and exciting experience.
- Explained rules, took bets and delivered payouts to facilitate movement of games.
- Performed simple math skills to facilitate accurate payouts.
- Assisted players and guests with requests for information regarding gaming floor, slot machines, facilities and upcoming events.
- Handled customer service issues by professionally answering customers' questions and inquiries.
- Maintained enjoyable environment by entertaining and engaging players at slot machines.
- Calmed down angry guests or patrons using skills in active listening and positive engagement.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Perform duties of slot technician assisting with floor conversions.
- Pay out guest from jackpot hits.
Slot Technician
Grand Victoria Casino
Elgin, IL
06.2007 - 05.2011
- Assisted customers and personnel with slot machine issues and questions.
- Troubleshot and repaired improperly functioning slot machines to maintain proper working order.
- Promoted positive public image by delivering friendly service to players and employees.
- Maintained clean, safe and hazard-free environment for staff and guests.
- Identified and attended to potential malfunctions to optimize operations and potential revenue.
- Rebuilt, overhauled, adjusted and calibrated slot machines and gaming equipment.
- Handled and settled customer complaints and repaired and adjusted minor issues to maintain optimal operations of various gaming machines.
Slot Technician
Harrahs Casino Joliet
Joliet, IL
10.2005 - 06.2007
- Assisted customers and personnel with slot machine issues and questions.
- Troubleshot and repaired improperly functioning slot machines to maintain proper working order.
- Promoted positive public image by delivering friendly service to players and employees.
- Handled and settled customer complaints and repaired and adjusted minor issues to maintain optimal operations of various gaming machines.
- Rebuilt, overhauled, adjusted and calibrated slot machines and gaming equipment.
- Answered questions about gaming rules and policies.
- Inspected equipment to maintain proper working conditions.
Slot Technician
Boomtown Casino, Biloxi
Biloxi, MS
10.2004 - 10.2005
- Assisted customers and personnel with slot machine issues and questions.
- Troubleshot and repaired improperly functioning slot machines to maintain proper working order.
- Rebuilt, overhauled, adjusted and calibrated slot machines and gaming equipment.
- Answered questions about gaming rules and policies.
- Inspected equipment to maintain proper working conditions.
- Resolved slot machine tilts and coin jams.
- Cleaned and maintained slot machines and equipment to minimize downtime.
Education
Bachelor of Science - Computer Integrated Manufacturing
Alcorn State University
Lorman, MS05.2004
High School Diploma -
Natchez High School
Natchez, MS05.1998
Skills
- Customer Service
- Business Administration
- Performance Management
- Employee Development
- Time Management
- Delegating Work
- Relationship Building
- Team Supervision
- Problem Resolution
- Verbal and Written Communication
- Staff Training
- Teamwork and Collaboration
Timeline
Slot Performance Manager
Bally's Chicago
04.2023 - 10.2024
Regional Manager
Accel Entertainment
06.2022 - 04.2023
Manger on Duty/ Lead Tec
Gold Rush Gaming
11.2014 - 06.2022
Game Technician
American Vending Sales
09.2012 - 10.2014
Player Service Agent
Rivers Casino
05.2011 - 07.2012
Slot Technician
Grand Victoria Casino
06.2007 - 05.2011
Slot Technician
Harrahs Casino Joliet
10.2005 - 06.2007
Slot Technician
Boomtown Casino, Biloxi
10.2004 - 10.2005
Bachelor of Science - Computer Integrated Manufacturing
Alcorn State University
High School Diploma -
Natchez High School
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