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