Gerard Palamoudian

• Proficient in Salesforce for CRM management customer segmentation activity tracking and performance analysis
• Manage and nurture a portfolio of approximately 150 high value B2C player accounts with a focus on proactive outreach personalized service and long term retention
• Serve as the primary escalation point for dissatisfied or at risk accounts by resolving issues through strategic and empathetic engagement
• Achieved a 20 percent improvement in player retention through targeted outreach and custom strategies
• Analyze player activity and transaction data to identify drops or spikes in engagement and implement solutions that enhance the player experience
• Create detailed player personas and behavioral segments to guide promotional efforts and retention campaigns
• Educate players on product updates new features and promotions to increase engagement and platform value
• Plan and execute custom player experiences including both digital promotions and live events from concept to completion
• Authored and presented a comprehensive business proposal that led to the successful launch of a major in person event in Las Vegas
• Collaborate closely with marketing events social media and merchandising teams to ensure consistent messaging and player engagement across channels
• Draft internal documentation for promotional merchandise campaign briefs and event catalogs to support branding initiatives
• Partner with multiple departments including legal social media and support to develop customer strategies and drive results across functions
• Conduct market research and competitive analysis to identify industry trends and deliver actionable insights to leadership
• Developed and delivered a step by step Tableau training guide to improve internal reporting and data analysis
• Stay current with evolving products and platform features to ensure players receive accurate and informed support
• Work independently with minimal supervision while staying fully compliant with team and business requirements
• Regularly meet and exceed KPIs and individual performance goals

• Led planning execution and post event analysis for high profile concerts promotions and VIP experiences including Kool and the Gang, The Temptations, Snoop Dogg, Chaka Khan and 100's more
• Featured on the front page of The Globe and Mail and on TV as the public face of the casino for brand representation and event leadership
• Developed and executed promotional campaigns and onsite activations tailored to the gaming audience including offsite Velvet Rope events and high stakes player experiences
• Interviewed clients and stakeholders to define event scope budgets timelines and logistics for concerts promotions and meet and greets
• Created and enforced event and promotion rules policies overviews and operating procedures to ensure consistency and compliance
• Hosted all celebrity meet and greet events for VIP clientele managing logistics and ensuring high touch experiences
• Trained OLG staff on new promotions events and compliance expectations and created instructional materials and digital training videos
• Managed project timelines schedules budgets documentation and resource coordination in line with organizational frameworks
• Facilitated cross functional planning meetings and distributed meeting minutes to internal teams and stakeholders
• Oversaw onsite teams including catering audiovisual merchandising and venue operations to ensure seamless execution
• Handled venue logistics from setup to breakdown while managing merchandise inventory and promotional item distribution
• Maintained Woodbine’s event related social media presence by monitoring trends coordinating content and reporting engagement metrics
• Used Microsoft Office Suite Mac software and Adobe Photoshop to create presentations signage training collateral and event assets
• Evaluated existing programs and identified process improvements that enhanced efficiency profit margins and client satisfaction
• Provided excellent customer service to high value guests ensuring a welcoming and professional environment
• Maintained a strong attendance record and consistently supported team goals with adaptability and professionalism

• Addressed customer issues and concerns promptly and professionally while maintaining strong and positive customer relationships
• Resolved conflicts and de-escalated stressful situations with calm and effective communication
• Managed override of complimentary and redemption vouchers with integrity and adherence to company policies
• Maintained general operational awareness within the gaming environment, fostering respect and collaboration with OLG personnel
• Optimized landing pages and improved online visibility using SEO best practices and digital marketing tools
• Led a team of 10 to 20 marketing professionals, overseeing daily operations and performance management
• Designed, organized, and distributed promotional items to support marketing initiatives and events
• Created and implemented marketing and branding collateral aligned with corporate goals and brand identity
• Developed engaging copy for multiple channels including email campaigns, direct mail, and print materials
• Planned and executed diverse marketing programs and events aimed at driving multiple business objectives
• Coordinated innovative strategies to increase customer engagement, build partnerships, and enhance long-term profitability
• Developed creative sales tools including presentations, trend reports, product kits, and data sheets to support sales and marketing efforts
• Cultivated partnerships and managed event sponsorships to amplify brand presence and customer experience
• Utilized various software including Microsoft Excel, Access, Word, PowerPoint, Lotus Notes, and Corel Graphic Design for marketing execution and reporting

• Designed and implemented marketing and branding collateral.

• Plan coordinate and execute video production projects from concept through post production ensuring quality and timely delivery
• Lead onsite filming and direct production crews to capture engaging content aligned with brand objectives
• Organize and manage live and virtual events including logistics audiovisual setup and onsite coordination to ensure smooth execution
• Develop and implement social media strategies creating and scheduling multimedia content that boosts audience engagement and brand awareness
• Produce original content across platforms including video photography and graphics to support marketing campaigns and client initiatives
• Edit video content using professional software delivering polished final products consistent with brand standards
• Manage and mentor a team of production staff and freelancers fostering collaboration and efficient workflows
• Oversee project timelines budgets and resource allocation to optimize production efficiency
• Monitor and analyze content performance through analytics tools to refine future content strategies
• Collaborate cross functionally with marketing design and communications teams to align creative efforts with company goals