Ricardo Allen

About Ricardo Allen

Welcome to my LinkedIn profile! I am a dynamic and results-driven customer…

Experience

1. Operations Support Supervisor (Sportsbook - Casino - Dfs Operations)

   FanDuel

   Apr 2021 — Present · Orlando, FL, US

   At FanDuel in Orlando, FL, I serve as a Customer Operations Supervisor for Sportsbook and Casino Operations, where I lead remote supervision of our customer support teams. My role centers on ensuring timely resolution of user issues and maintaining exceptional service standards through communication platforms including Zoom, email, chat, and phone. I actively coach and mentor both agents and team leads through regular one-on-one development sessions, focusing on performance enhancement and team engagement.In this capacity, I deliver training on internal policies and procedures while promoting a culture of personalized, impactful customer experiences. I conduct performance evaluations and develop individualized improvement plans to foster professional growth and operational excellence. My work includes analyzing user behavior and emerging trends, which I communicate across departments to inform strategic decisions in product development, marketing, and operations.Throughout my tenure, I have managed high-pressure escalations and supported frontline operations during peak periods and system outages. I continuously monitor team KPIs to ensure quality standards are upheld and targets are met. By identifying process inefficiencies and implementing targeted improvements, I have significantly enhanced team performance and service delivery. I collaborate closely with cross-functional teams to ensure our support functions are fully aligned with broader business objectives.

Education

• Florida Agricultural and Mechanical University

  Bachelor of Science (BS)

  1993 — 1997

Skills

• Marketing
• •Managing Talent • Driving Productivity • Team Training/Development • Program
• Retail
• Human Resources
• Leadership
• Inventory Management