ERIC B. OLSON
Las Vegas,NV
Summary
Dynamic leader with 20 years of experience in customer service, team development, and operational management, including sports-focused environments. Adept at coaching diverse teams, enhancing customer experiences, and driving operational success. Passionate about fostering inclusive environments and leveraging sports to inspire positive change in communities.
Overview
8
8
years of professional experience
Work History
Manager, Player Experience
Betfred Sportsbook
06.2022 - Current
- Directed a 17-member team to deliver exceptional customer experiences, maintaining operational excellence and adherence to company standards
- Designed and implemented training programs, enhancing team skills in compliance, payment processing, and customer service
- Created and executed innovative customer engagement strategies, driving increased revenue and brand loyalty
- Utilized data analytics to refine processes, ensuring optimal customer satisfaction and operational efficiency
- Collaborated with cross-functional teams to align goals, implement process improvements, and achieve organizational objectives
Assistant Manager, Player Experience
Betfred Sportsbook
12.2021 - 05.2022
- Oversaw daily operations, ensuring compliance with company policies and standards while delivering hassle-free customer experiences
- Coached and supported team members to meet performance goals, resolve escalated issues, and enhance service quality
- Partnered with leadership on workforce planning, scheduling, and operational improvements
Specialist, Player Experience
Betfred Sportsbook
06.2021 - 11.2021
- Provided VIP support for high-value clients, resolving complex issues with personalized service
- Supported the creation of onboarding programs and training materials to ensure team success
Agent, Player Experience
Betfred Sportsbook
07.2020 - 05.2021
- Delivered front-line customer service, maintaining compliance and achieving service quality goals
Head Waiter
On the Border
01.2017 - 12.2020
- Trained and mentored team members, ensuring excellent customer service and sales performance
- Fostered positive guest relationships, driving repeat business and customer satisfaction
Education
High School Diploma -
Highland High School
Salt Lake City, UT06.2007
Skills
- Team Leadership & Coaching
- Operational Management
- Customer Engagement
- Analytical Skills
- Training Development
Hobbies and Interests
Avid sports enthusiast with a passion for leveraging sports to inspire community engagement and drive positive change.
Timeline
Manager, Player Experience
Betfred Sportsbook
06.2022 - Current
Assistant Manager, Player Experience
Betfred Sportsbook
12.2021 - 05.2022
Specialist, Player Experience
Betfred Sportsbook
06.2021 - 11.2021
Agent, Player Experience
Betfred Sportsbook
07.2020 - 05.2021
Head Waiter
On the Border
01.2017 - 12.2020
High School Diploma -
Highland High School
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