Created an immersive, storytelling experience by bringing to life our Guests’ favorite Disney and Star Wars characters in shows, parades and in-person encounters
Provided support to characters by assisting with Guest needs while also seeking out Guest interaction and providing exceptional Guest Service utilizing extensive knowledge of the Walt Disney World Resort
Executed area-specific Entertainment schedules and operation to ensure a seamless, timely performance
Operated various sizes of vehicles from standard SUVs to 15 passenger vans, transporting characters and other support personnel to and from set locations
Walt Disney World Entertainment
September 2009 - May 2010
August 2011 - January 2018
Assisted Guests with hotel stay, while utilizing problem-solving and decision making skills to resolve concerns
Partnered with Front Office Management to research methods to regularly improve and maintain performance, Guest experience and efficiency of a AAA Four Diamond property
Administered customer support via inbound calls for reservation, greyhound track and casino information
Production Assistant
Walt Disney World Resort
January 2018 - PRESENT
Guest Communication Coordinator/Associate
Social Media
Utilized project management skills to assist directors in production of performances by the Center for Performing Arts, creating logistics outlines and show flow strategies for large productions like Christmas & Soring Spectacular, SAVIOUR and Starlight Festival
Organized rehearsal schedules and locations for ensembles, instrumentalists and choir
Developed and maintained sponsorships for events through local businesses
Served Name Talent Performers with onsite needs during events
December 2006 - May 2009
Monitors volume of Guest messaging on various Social Media platforms (Twitter, Facebook, and TripAdvisor) to make informed business and labor decisons; including case consultations, escalated Guest situations, and Partner communication
Selected as line of business subject matter expert to partner with Operations Training to design the introductory Operations Guide and supporting training materials
Communicates closely with Partners across Walt Disney World Parks & Resorts, multi-tasking proactive content requests, content development, gathering and taking of photo assets for @WDWToday, while ensuring accuracy of messaging in follow-up to effectively highlight operational opportunities and communicate new and unique experiences to Guests
Facilitates on-boarding and training of new Cast Members to the Social Media Team
Replies to Guest messages, questions and concerns via social platforms to ensure exceptional service and recovery is received when applicable
Supports Disney Vacation Club and Disney Annual Passholder by monitoring and moderating Member conversation on Facebook
Maintains crisis communication and demand management during national, international and local tragedies, severe weather and park operational impacts
Guest Service Agent, Opening Team
PROFESSIONAL EXPERIENCE
Oasis Hotel, Victoryland
University of mobile
center for performing arts
Character Performer