Meet The Team | ComOps

Robert Levine

CHIEF EXECUTIVE OFFICER

Recognized by HSMAI as a Top 25 Extraordinary Mind in Sales, Marketing, and Revenue Optimization
Previously served as Vice President of Customer Care & Hotel Revenue Optimization at Seminole Hard Rock Support Services
10+ years casino & hospitality experience
Holds a degree in Hospitality Management from Michigan State University and an M.B.A. with a concentration in Corporate Finance from the University of Iowa

CHIEF OPERATING OFFICER

30+ years of contact center and hotel revenue management experience in the casino/hospitality industry
Served in executive roles for many prominent casino companies in both operations and information technology roles
Streamlined, consolidated and improved operations for many leading brands such MGM Resorts, Boyd Gaming, Eldorado Resorts, Star Entertainment and Seminole Gaming
15 years cumulative experience working directly in tribal gaming

CO-FOUNDER

Active investor, primary focus: commercial real estate (retail and student housing) and equities
Previously held various instructional roles as an educator in charter and public schools for over 15 years
Earned Master of Education from the University of Florida and bachelor’s degree from Central Michigan University
Focused supporter and volunteer at Feeding South Florida

VICE PRESIDENT, REVENUE MANAGEMENT

Brings more than 20 years of proven experience and success in hotel revenue management, leisure sales, and distribution
Previously held roles with some of the largest and most well-known brands in the casino industry, including Harrah’s Entertainment, Caesars Entertainment, Pinnacle Entertainment, and most recently, with Penn National Gaming, where she led revenue management for their entire portfolio of 23 casino hotels
Direct experience with Cendyn/RainMaker’s GuestRev, Duetto, and IDeaS Revenue Management platforms and leader of several projects integrating new CRS systems across multiple PMS and technology stacks

VICE PRESIDENT, DIGITAL STRATEGY & INNOVATION

Brings more than 20 years of experience in digital development, strategy, and innovation
Recognized as CEO Employee of the Year during her last role as Vice President of Digital Marketing & Ecommerce at Seminole Hard Rock Support Services
Launched region's first fully integrated loyalty website and social and real-money iGaming platforms during her role as Director of Digital Marketing at Borgata Hotel & Casino

VICE PRESIDENT, CUSTOMER CARE

Began her career in the telephone industry, converting a business office into the company’s first call center
Comes from Seminole Gaming & Hard Rock International in Hollywood, where she grew their operation from 24 agents to over 450 across three countries
Counts quick adaptation and exceptional people skills among her most valuable skills

VICE PRESIDENT, CUSTOMER EXPERIENCE

Began his career training as a chef at The Culinary Institute of America, followed by five years in rooms division leadership at Four Seasons Hotels & Resorts
Spent four years as a Senior Executive Trainer with Forbes Travel Guide, where he focused on elevating the customer experience at over 150 luxury properties worldwide
Served as a Senior Solutions Consultant for Medallia, where he assisted enterprise-level organizations develop customer and employee experience solutions

DIRECTOR OF SALES & SUCCESS

Graduate of The School of Hospitality Business at Michigan State University’s Eli Broad College of Business
Launched his career at The D Las Vegas and the Golden Gate Casino where he worked as Affiliate Marketing Manager. There, he combined his skill in marketing analytics with his knowledge of player development to develop innovative ways increase revenue resulting in profit margins of 40% or greater
As Business Development Manager at TPI-The Printer Inc. , the number one casino direct mail and digital marketing provider in the country, he expanded the sales department and increased monthly clients by over 50% in the face of COVID adversity

DIRECTOR OF CUSTOMER CARE

Began her journey as an inbound health insurance agent where she identified unserved needs in the business, and created an outbound campaign proposal to boost morale and improve staff retention
Successfully launched offsite quality assurance (QA) departments in Jamaica and South Africa, and served as the operational leader for BPO call centers where she managed over 375 team members
Served as the QA-BPO Manager for Hard Rock Support Services included overseeing team members transitioning from the classroom to the contact center floor, also ensuring that the in-house Customer Care QA program was fair and supported the Forbes standards that had been adopted by the brand

SENIOR MANAGER, TRAINING & DEVELOPMENT

Over 10 years of experience in quality and training focused in the Contact Center vertical. Began his career as an inbound travel club/timeshare agent for a Caribbean based market, quickly moved into quality and training management overseeing three call centers. He expanded the quality team, introduced structured curriculums, E-Learning platform and Kirkpatrick evaluation methods
Charismatic and energetic facilitator having led hundreds of agents in live and web-based courses
Previously served as the Quality, Training & BPO Manager for Hard Rock Support Services where he developed dozens of new programs, and applications and expanded Hard Rock's learning library. As Hard Rock's Loyalty Training Manager, he spearheaded the training content development and facilitation of the launch of Hard Rock's international loyalty program, UNITY by Hard Rock