Aaron T.

Otte, MA
9566 Summer Furnace Street * Las Vegas, NV 89178 * 702.241.8848 * ao4fd212@westp
ost.net

Project Management/Business Analyst Professional

Innovative, expressive Business Analyst offering 11+ years of successful innovat
ion, implementation and improvements to drive business performance and build bu
siness intelligence. Leads cross-functional teams to complete company initiativ
es on time, within or under budget and to specification. Develops effective tra
ining programs to ensure high-quality customer service. Possesses in-depth know
ledge of Project Management Life Cycle.
* Human Resources * Customer Service * Personnel Supervision * Business Process
* Employment/Recruiting * Training/Development * Sales Management * Process Imp
rovement
* System Implementation * Quality Assurance Testing * Coaching/Mentoring * Team
Facilitation & Building

Career Achievements

* Successfully implemented a large scale conversion of a new Poker Management sy

stem for the largest poker room in Nevada - leading a team comprised of business
stakeholders, executive management, department team members and resources form
numerous area of IT while functioning effectively as the project manager within
a 60 day timeframe. As a result of the conversion there was a 20% increase in r
evenue from the previous year.
* Collaborated with third party vendor to implement a new box office ticketing s
ystem. Coordinated personnel training and maintained timelines with vendors and
an internal IT department, completing the initiative within 90 days with no ope
rational disruptions; which provided end-user efficiency.
* Led the startup of a new combined hotel call center, streamlining teams from f
ive locations into one fully-functional facility. An estimated $50,000 was save
d due to this consolidation and the result also produced agents with greater kno
wledge thus enhancing the guest experience. Developed quality assurance forms t
o ensure high-quality customer service, training new representatives in company
standards.
* Served as the system administrator on a CRM system development project for 5,0
00 end-users, collaborating with five hotels to achieve system compliance. Cent
ralized processes and assisted in creating company-wide user training programs.

Professional Experience

Las Vegas Sands Corporation (LVSC), Las Vegas, NV: 2007-present

Business Analyst
Works with the business to develop and deploy plans and techniques to make the b
usiness processes within the department work better, smarter and more efficient.
Serves as the liaison between the business unit and IT to identify business an
d functional requirements for selected systems. Worked effectively implementing
applications both regionally as well as nationally.
* Creates business outputs based on the project structure, such as Business Case
s, Charters, Project Plans, Business and Functional Requirements and Implementat
ion Plans.
* Maintains communication plan throughout the project life-cycle.
* Coordinates both UAT and system training.
Wynn Resorts, Las Vegas, NV: 2004-2007
Entertainment Project Manager (10/06 -01/07)
Supervised project initiatives to reach deadlines on time and to specification.
Produced and instituted training schedules for 150 internal users. Ensured com
munication and collaboration between the IT department, an outside ticketing so
lution vendor, and business users to implement a new box office ticketing system
.
Aaron T. Otte, MA
702.241.8848 * ao4fd212@westpost.net * Page 2
Wynn Resorts (continued):
Entertainment Sales Manager (09/05 -09/06)
Administered an internal referral program and provided corresponding training.
Pursued sales leads and group requests. Directed commission payments for applica
ble segments. Developed new market segments, including internal convention grou
ps as well as external and citywide conventions.
* Amplified Destination Management Company market sales 100% from the previous q
uarter by hosting industry-specific mixers to communicate service benefits.
Resort Marketing Supervisor (03/05 - 9/05)
Oversaw the marketing call center daily operations, as well as staff management,
training, and coaching among a team of 30. Communicated guest room, show statu
s, rates, and promotion information to all departments based on level of casino
invited guests' that were in-house.
Employment Supervisor/Assistant Manager (06/04 -03/05)
Led employment center functions and interviewed, recruited, and staffed the team
.
MGM :MIRAGE, Las Vegas, NV 2002-2004
MGM Grand Casino Marketing Representative (10/03 - 6/04)
Scheduled guest reservations through direct marketing promotions. Assessed casi
no guest eligibility for additional benefits based on gaming win/loss ratios.
Corporate Call Center Training Supervisor (04/03 -10/03)
Created and developed call center training programs for sales, customer service,
safety, and systems operations for a staff of 150 agents. Worked closely with
management and quality assurance to design corporate compliance monitoring tools
.
Corporate CRM System Administrator (06/02 - 04/03)
Provided Customer Relationship Management (CRM) system designs and assisted in t
he production of training programs for 5,000 users. Collaborated with property-
level administrators for system standardization. Instituted user-acceptance tes
ting prior to full system implementation. Worked closely with technical writers
to create a user's manual.

Galleria Park Hotel, San Francisco, CA 2001-2002

Front Office Manager
Guided front-end staff of 15 which included Bells/Valet and Front Desk clerks, a
dministered payroll functions, and coordinated schedules. Maintained communicat
ion with customers to resolve guest issues and deliver special requests. Hired
and trained new group members and conducted performance evaluations.
Computer Skills

Business Tools: Microsoft Office Suite/Project / Visio

Collaboration and Web Technologies: Microsoft Share Point
Customer Relationship Management (CRM): Epiphany E5 CRM, Microsoft Dynamic CRM
Casino Management/Player Loyalty Systems: IGT Loyalty Tracking, Genesis Bravo Po
ker, Cantor Gaming In Running Wagering
Hospitality Management Systems: Opera Property Management System, Audience View,
Titan, RSViP Reservation Systems
Point of Sale Systems: MICROS 8700/9700 POS
Certifications
Train the Trainer Certification, University of Nevada at Las Vegas
Education

MA in Organizational Management, University of Phoenix

BA in Political Science, University of Missouri at Columbia