Tammy McMullen
Kemptville,Ontario
Summary
Demonstrated record of success in marketing leadership, customer relations and campaign management. In depth knowledgeable about budget administration, product launches and partnership development. Proficient in Light and Wonder products including CMP and EBS. Proficient in MS Office including PowerPoint, Excel, Word. Strong knowledge on Adobe Creative Cloud products. Excellent knowledge of Ontario regulatory risk based standards from AGCO and Hard Rock policies including collective agreement of unionized team members at Hard Rock Ottawa.
Overview
28
28
years of professional experience
Work History
Senior Marketing Manager
HR Ottawa, LP
04.2023 - Current
- Leveraged data insights from surveys, previous campaigns and market research to develop targeted marketing initiatives.
- Oversaw all site advertising, entertainment event, and promotional projects from concept through completion.
- Identified potential markets to capitalize on underserved areas. Adapting database segments based on data insights
- Established and managed overall business plan for Player's Club and advertising department.
- Creative concept approval from internal graphic designer and external agencies.
- Community Ambassador and spokesperson in stakeholder events
- Media relations project management
- Budget management and forecasting for marketing departments
- Player development initiatives for top customers and growth segments
- Site expert on Light and Wonder CMP program
- Introducing and improving on gaming and technological systems
- Incorporating all aspects of Customer Relations Manager role duties in addition to added responsibilities
Customer Relations Manager
Hard Rock Casino Ottawa/OLG
11.2012 - 04.2023
- Site business management of Player’s Club and loyalty program, promotional planning, VIP/PD services, and Entertainment/Event planning.
- Employee management, coaching, training and development
- Budget management and forecasting
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Managed customer relations on ongoing basis to maximize customer retention.
- Created customer support strategies to increase customer retention.
Executive Host
OLG Casino Thousand Islands
12.2009 - 11.2012
- Program designed for growth, retention and recognition of OLG top carded players, special event planning, customer relationship building, becoming a site liaison for customer interactions and service issues.
- Enlarging customer book of business and revenue for casino
- Managing the customer lifecycle, recognizing inactive or declining play or supporting new high value/high potential guests
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Interacted with casino customers by answering questions, addressing concerns and handling escalations.
Customer Relations Coordinator
OLG Casino Thousand Islands
01.2004 - 12.2009
- Position responsible for daily activities of Winner’s Circle including team development and motivation, customer service excellence initiatives and role modeling, operational requirements of scheduling, training, promotional planning and execution, and performance management.
Dual Customer Relations Coordinator/Player Services Lead
OLG Casino Thousand Islands
05.2002 - 01.2004
- Dual responsibilities as a front line Supervisor with added responsibilities in the Management level
- Customer Service focus was always the main responsibility with added exposure to business operations.
- Resolved customer issues and escalations with efficiency and diplomacy.
Customer Service Representative, Team Lead/Shadow
Startek, Kingston
08.2001 - 05.2002
- Call center, Team Shadow, available to answer representative’s questions and provide problem resolution, as well as an agent on the telephone delivering exceptional customer service and maintaining high levels of quality performance.
- Managing center KPI's and team goals
Store Manager/Assistant Manager
SportMart, Kingston
03.2000 - 08.2001
- Acting Store Manager from January 2001 through August 2001 until a suitable replacement could be found to fill vacancy
- Responsible for store sales of $5 million, all accountability for scheduling, payroll, coaching, reporting and performance management
- Additional responsibility of merchandising, advertising and promotional sales events.
Sales Team Leader, Floor Management
Sears Canada, Kingston
06.1996 - 03.2000
- Floor management position of Ladies wear department
- Complete responsibility of floor staff including training, scheduling, performance management, coaching, disciplinary action, hiring and terminations.
Education
Master of Business Administration (MBA) - Business
University Canada West
Vancouver, BC01.2017
Business Administration-Marketing Degree - Marketing
St. Lawrence College
Kingston, ON01.1996
Skills
- 30 Years Customer Service
- 22 Years in progressive management roles
- 22 Years demonstrated marketing strategy execution including but not limited to execution of player development, promotions, sales, events, entertainment booking, event planning and stakeholder relations, web design, social media and advertising
- 22 years of involvement in philanthropic committee participation
- Budget Oversight
- Strategic Planning
- Sales Leadership
- Customer Acquisition Campaigns
- Performance Metrics
- Market Research
- Customer Segmentation
- All areas of Public Relations, Stakeholder Relationships, Advertising, Media planning and execution, Player Development
- Masters Degree in Business Administration
Accomplishments
- Received Academic Award of Achievement graduating top of class in Masters degree program
- Six Sigma Green Belt certified from Six Sigma Canada
- World Wildlife Federation Award for Living Planet at Work Best Team Leader, first award recipient
Training
Privacy training CASL and RG Advertising Assessment Tools, CMP/BI/EBS Gaming Programs, Vizergy Website editing, Four Winds Digital, Social Media platforms management, Adobe Suite, Microsoft Office Tools, Performance Management Training Workplace Violence Manager/Supervisor Training, Procurement, MMS, Scheduling Systems including VR, Cobblestone Contract Management Software, Accessible Customer Service for AODA legislative standards, Manager Fintrac Level 2, RG Advanced Escalation Training, WHMIS, Maropost email platform, QCI and many other gaming systems
Languages
English
Native or Bilingual
French
Professional Working
Timeline
Senior Marketing Manager
HR Ottawa, LP
04.2023 - Current
Customer Relations Manager
Hard Rock Casino Ottawa/OLG
11.2012 - 04.2023
Executive Host
OLG Casino Thousand Islands
12.2009 - 11.2012
Customer Relations Coordinator
OLG Casino Thousand Islands
01.2004 - 12.2009
Dual Customer Relations Coordinator/Player Services Lead
OLG Casino Thousand Islands
05.2002 - 01.2004
Customer Service Representative, Team Lead/Shadow
Startek, Kingston
08.2001 - 05.2002
Store Manager/Assistant Manager
SportMart, Kingston
03.2000 - 08.2001
Sales Team Leader, Floor Management
Sears Canada, Kingston
06.1996 - 03.2000
Master of Business Administration (MBA) - Business
University Canada West
Business Administration-Marketing Degree - Marketing
St. Lawrence College
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