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

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

An impressive four-decade track record in contact center operations, weathering the dynamic shifts in the industry, and is uniquely poised to provide invaluable insights and strategies to navigate today’s challenges
Her professional journey with renowned brands, including Bell Atlantic, Comcast, Borgata Hotel & Casino, and Hard Rock equipped her with the wisdom of how to scale, streamline, and optimize contact center operations within diverse and demanding environments
While at Seminole Gaming and Hard Rock International she expanded their customer care operation from 24 agents to over 450 agents spanning three countries. Achieving this remarkable growth underlines her capacity to strategize, implement, and manage large-scale operations with global reach

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

SVP OF SALES & CUSTOMER SUCCESS

Over 25 years of experience in both hotel operations and technology sales leadership
HSMAI Sales Advisory Board Member, contributing to shaping sales strategies across the hospitality industry
Started as a reservations agent and has worked for distinct brands such as Marriott, Ritz Carlton, Interstate Hotels & Resorts before transitioning into hospitality technology where she supported organizations like TravelClick, RainMaker, Oracle, Hotel Effectiveness, and Kalibri Labs
Bachelor of Science in Business Law from the Moscow Academy of Economics and Law

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

MANAGER, CONTACT CENTER OPERATIONS

Over eight years of supervisor experience in hospitality and call centers
Trained in Forbes service excellence standards
Built and developed a high-performing specialist team, consistently leading in all key performance indicators (KPIs) month over month
Launched a spa campaign across three casinos, resulting in a $600K month-over-month revenue increase
Led Quality Assurance team in supporting the launch and sustainability of five Business Process Outsourcing (BPO) call centers