Experience and Skills Summary
Experience with project management and in building consensus among a variety of business units through partnership and engagement.
Design and strategize program deliverables across multiple vertices through engagement and empowerment of leaders and coordinators.
Establish, communicate, and maintain process, policies and procedures through robust communication, training, and by fostering an environment with high levels of buy in.
Communicate, motivate, train, and coach performance related to service philosophy, and monitor results to ensure service provided exceeds guest expectations.
Call center management experience supporting departmental call flow through proficient knowledge of call management software, dynamic situational call routing, and call monitoring programs.
Live Chat and Sales management experience supporting the growth of online engagement and presence over self-service both in session and in cross session contact.
Design and implementation of operational and individual/operational performance management systems including autonomous reporting and enterprise integration.
- Timely operational data reporting summarizing productivity, work volume, and guest satisfaction metrics, trends, and overall performance.
December 2005 – Present
eCommerce Sales and Service Leader:
As part of a larger Leadership Team supporting a operation of 250+ cast I directly lead a team of 25 full time Cast Member based in the Anaheim area supporting the MyMagic+ roll out at the Walt Disney World Resort providing technical support for My Disney Experience accounts. Support the growth of our online presences and business through the use of web based live chat functionality returning higher conversion than self-service. My role has provided real results for the operations and many success. In my time I oversaw the on boarding of the initial group that launched our California presence and was responsible for establishing a healthy team culture and ensuring successful adoption and delivery to performance metrics in all work streams including phone, email, and chat with over 94.8% excellent ratings. My commitment toward highly engaged, collaborative and meaningful leadership can been seen in ever facet of my work.
Prior Roles and Responsibilities:
Home Team Leader:
Transitioned teams of newly hired full time and part time employees through training, coaching, and motivation in all facets of their sales role to ensure performance measures are met in the following areas: revenue, guest service measurement scores, call monitoring scores, and efficiency metrics.
Group Travel Operations Project Leader:
Lead an implementation of an online ticketing solution to facilitate the sale and systemic transaction of bulk online, phone, and e-mail ticket purchases for stakeholders across multiple divisions and segments.
Senior Sales Service Specialist and Guest Services Leader :
Served as a Senior Lead for the Guest Services, E-commerce, and Guest Communications department, supporting the needs of daily operation, managing multiple intranet resources, servicing tier II escalations, encouraging team performance, and helping to oversee labor deployment to ensure service standards are met.
Success were found in many spaces including: KPI dashboard development and maintenance; PMS implementation and reporting; Encourage cross portfolio policy adoption; departmental call flow through dynamic situational call routing; development and maintenance of intranets and collaborative cloud environments.
Under the national organization of the Educational Theatre Association, I serve as Co-Chapter Director for the California chapter of the International Thespian Society (ITS); an honorary organization that has inducted more than two million theatre students since its founding in 1929.
In partnership as the Executive Member of Leadership of a 35-member board, I work to lead quarterly board meetings, oversee official annual business, direct the design of strategic goals, provide support and leadership for fiscal, operational, and systemic health while acting as a point of contact for state wide delegation. Through a highly collaborative leadership style I support the exceptional faculty of our appointed board. Offering multiple events throughout the year with our flagship conference drawing a 1200 person delegation from across the state. Our conference is a robust, highly programmed and immersive three-day conference where we make available to students and sponsors rewarding performance opportunities (individual and group), scholarship opportunities, personal and professional development intensives, and adjudication opportunities covering a wide array of disciplines.
As an organization we support the Mission of the Educational Theatre Association; shaping lives through theatre education. This is done through three strategic objectives: Influencing public opinion and policy makers that theatre education is essential and builds life skills; Supporting educators by providing professional development, networking opportunities, resources and recognition; and at our core honoring student achievement in theatre and enriching their educational experience.
Resident House Manager
Department Head and Front of House Resident for the Highlander Auditorium, an educational theatrical facility specializing in leadership, guest service, and technical training of a student and professional internship crew.
Freelance House Management Consultant
Work with professional and educational venues such as the Lewis Family Playhouse, Don F. Fruechte Theatre for the Performing Arts, and Arcadia Performing Arts Center Foundation with training and workshops centered on leadership, establishing and maintaining guest service policies, and inspiring memorable guest experiences within the audience service environment.