Kevin Meng
KOGARAH,NSW
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Resourceful Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Successful Premium Guest Executive with over 5 years of demonstrated ability in delivering mission-critical results. Offering outstanding communication and cross-cultural team management skills. Entrepreneurial attitude for optimal profitability. Ambitious team leader adept at creating strategic alliances with organizational leaders and effectively aligning with and supporting key business initiatives.
Versatile Premium Guest Executive offering 5 years track record of overseeing and managing Sales and marketing to meet business objectives. Strong knowledge of budget administration, business development and key decision making. Disciplined and forward-thinking manager with excellent communication and team-building skills.
Guest Services professional with demonstrated success in optimizing policies, coordinating events and managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships. Goal-oriented hospitality professional with focused and tenacious approach to meeting guest needs. Adept at completing frequent reviews and inspections to maintain polished team and exceptional quality standards. Proficient in Salesforce,opera and staff portal.
Motivated Gaming Supervisor offering 10 years in casino security and gaming management. Seamlessly balances dealer supervision with promoting enjoyable patron experiences.
Friendly and positive casino team leader bringing 10 years of experience in the field. Well-versed in monitoring chips, player wins and game table activities.
Overview
18
18
years of professional experience
Work History
Account Manager
TMGM
08.2023 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Developed customized account plans for clients to help them achieve their business goals.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Streamlined internal processes for better efficiency in account management tasks.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Monitored industry trends to provide informed recommendations on new products or services that could benefit clients'' businesses.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Educated clients on new products or services to increase customer engagement with brand.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Liaised with marketing and sales teams to develop targeted campaigns.
- Maintained current knowledge of evolving changes in marketplace.
- Attended monthly sales meetings and quarterly sales trainings.
Premium Guest Executive
The Star Entertainment Group
09.2018 - 06.2023
- Achieved company growth by implementing strategic marketing plans and business development initiatives.
- Boosted team productivity by providing comprehensive training, mentorship, and performance evaluations.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Optimized operational efficiency by redesigning processes, systems, and workspaces for increased productivity.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Collaborated with stakeholders to develop actionable strategies that aligned with corporate goals and objectives.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
- Fostered a culture of innovation that led to the development of several successful new product offerings.
- Established clear and competitive goals, growth roadmaps, and strategic business plans.
- Collaborated with back-office team members to facilitate seamless business execution.
- Organized due diligence in preparation for sale of business unit.
- Reported issues to higher management with great detail.
- Reduced operational risks while organizing data to forecast performance trends.
Premium Service Supervisor
The Star Casino
03.2015 - 09.2018
- Improved customer satisfaction by providing exceptional service and addressing client concerns promptly.
- Streamlined processes for efficient service delivery, ensuring timely resolution of customer issues.
- Managed a team of customer service representatives, fostering professional growth and development.
- Developed and implemented training programs to enhance employee skills and performance.
- Collaborated with cross-functional teams to improve overall premium services operations.
- Analyzed data to identify trends in customer feedback, implementing changes for continuous improvement.
- Established strong relationships with clients, promoting confidence in the company''s premium services offerings.
- Maintained high levels of compliance with company policies and procedures while supervising daily activities.
- Conducted regular performance evaluations for staff members, providing constructive feedback and guidance for improvement.
- Coordinated scheduling and staffing needs to ensure optimal coverage during peak hours or high volume periods.
- Resolved escalated customer complaints efficiently, maintaining professionalism throughout interactions with clients.
- Assisted in the development of new products and services tailored to meet the evolving needs of premium clientele.
- Evaluated client feedback surveys to identify areas for improvement within the Premium Services department, making necessary adjustments as needed.
- Served as a liaison between clients and other departments within the organization to expedite issue resolution or escalate inquiries as needed appropriately.
- Enhanced client retention rates through proactive outreach initiatives aimed at building rapport and fostering long-lasting relationships.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Maintained up-to-date knowledge of products and services offered.
- Reviewed upcoming events and planned for expected challenges.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Monitored team performance to confirm customer service standards were consistently met.
- Trained junior team members in customer service strategies and property policies.
- Created and delivered effective training materials and courses.
- Set and managed policies for concierge services and guest relations.
- Analyzed customer feedback to identify areas requiring improvement.
- Trained workers in service policies, safety requirements and specifics of activities.
- Enhanced customer service based on feedback from guests.
- Boosted loyalty and retained customers by resolving diverse concerns with service or operations.
Table Games Supervisor
The Star Casino
11.2005 - 09.2018
- Enhanced customer experience by providing exceptional service and maintaining a friendly, professional demeanor at all times.
- Increased game efficiency by closely monitoring game play and addressing any issues promptly.
- Trained new table games dealers for improved performance and adherence to casino policies.
- Managed table games operations, ensuring smooth gameplay and timely resolution of disputes.
- Maintained accurate records of player transactions to ensure proper payouts and minimize errors.
- Collaborated with security personnel for heightened safety and loss prevention measures.
- Assisted in the implementation of new table games procedures, resulting in more streamlined processes.
- Provided ongoing coaching to dealers for continuous improvement of skills and knowledge of game rules.
- Developed strong relationships with guests, fostering loyalty and repeat business.
- Conducted regular performance evaluations of dealers, identifying areas for growth and providing constructive feedback.
- Oversaw scheduling for table games staff, ensuring adequate coverage during peak hours while minimizing overtime costs.
- Handled escalated customer issues professionally, achieving satisfactory resolutions for all parties involved.
- Ensured compliance with gaming regulations through vigilant supervision of dealer actions on the floor.
- Utilized advanced knowledge of mathematics to verify payouts quickly and accurately during gameplay sessions.
- Contributed to a positive work environment by promoting teamwork, celebrating team successes, and providing support to colleagues as needed.
- Interacted with guests to promote positive atmosphere by greeting with friendly tone and wishing good luck.
- Watched closely to catch errors and notified surveillance of irregularities.
- Trained employees in procedures, compliance standards and strategies for accomplishing objectives.
- Monitored chips purchases, table inventories and player win ratios.
- Oversaw area games to maintain security and compliance.
- Eliminated customer service issues by quickly resolving disputes and correcting problems.
- Trained, supervised and evaluated workers.
- Performed paperwork required for monetary transactions.
- Listened effectively and used issue resolution skills to efficiently handle guest complaints and promote brand loyalty.
- Monitored patrons for signs of compulsive gambling.
- Monitored game operations to enforce house rules as well as tribal, state and federal regulations.
Education
Cert IV - Leadership And Management
Career Go Training
Sydney,NSW02.2024
Skills
- Complaint Management
- Data Analytics
- Lead Development
- Brand Management
- Account Management
- Sales Development
- Business Development
- Team Training
- Customer Service
- Report Writing
- Relationship Building and Management
- Sales Analysis
- Revenue Generation
- Schedule Management
- Account Development
- Revenue Growth
- CRM Systems
- Internet Savvy
- Employee Mentoring
- Customer Satisfaction
- Client Relationship Building
- Talent Management
- Sales Expertise
- Opportunities Identification
- Networking Skills
- Staff Management
- Client Meetings
Languages
English
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Chinese (Cantonese)
Limited Working
Timeline
Account Manager
TMGM
08.2023 - Current
Premium Guest Executive
The Star Entertainment Group
09.2018 - 06.2023
Premium Service Supervisor
The Star Casino
03.2015 - 09.2018
Table Games Supervisor
The Star Casino
11.2005 - 09.2018
Cert IV - Leadership And Management
Career Go Training
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