Advisory Board Member Profile
Tommy Rhoads
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Choctaw Nation of Oklahoma
Executive Director of Guest Experience and Operational Excellence |
Areas of Expertise
CX a Strategy for Success, Improve CX with Data, The CX Culture, Navigating Politics Of Change
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Tommy currently serves as the executive director of operational excellence for the Choctaw Nation of Oklahoma, the Nation’s third largest Tribe, where he oversees customer experience, employee experience and continuous improvement. The customer experience team is responsible for service excellence programs that support casinos, hotels, restaurants, travel plazas, tribal member services and patients in their healthcare system. Employee experience focuses on voices of the associates and utilizes the information to help operators create a better workplace experience for the more than 10,500 employees. The continuous improvement group leads high-impact events to drive increased productivity, sustainable process improvement and cost savings across all areas of the government. They have also developed internal training and certified more than 500 associates in lean six sigma.
Over the course of his career, he has been a leader in not only experience and improvement programs, he has also lead operations in multiple facets of the hospitality industry including casinos, resorts and food & beverage. As a master black belt in lean six sigma, he places a high value on the use of data to understand impacts to operations. Equally as important, he applies operational knowledge to leverage that data to drive sustainable changes. Tommy holds a Bachelor’s in Business Administration from Lindenwood University and a Master’s in Hospitality Administration from the University of Nevada - Las Vegas.
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