Leader of inaugural Specialty Teams and Emerging Market organization for the Disney Central contact center, servicing hundreds of thousands of Guest & Travel Agent interactions for Disney destinations across the globe, including Walt Disney World, Disneyland Paris, Disney Cruise Line and Aulani. In this role, I’m honored to lead a dynamic team of 350+ Leaders & Cast Members committed as Brand Ambassadors to delivering world-class Disney service while driving record-setting business results. Scope entails setting the strategic vision for the organization, while driving revenue and world-class experiences through specialty departments including Disney Signature Services, Disney Planning Centers, Gatherings: Groups, Weddings & Sports Travel and International: Walt Disney Travel Company-International/UK servicing Europe, Middle East and Africa, and Latin America Consumer Direct.

Leader of inaugural strategic sales organization focused on infusing the sales, product, communication, training and recognition strategy supporting 2300+ Leaders & Cast Members throughout the Disney Central contact center. Collaborated WDW site-wide with cross-functional teams in setting and executing the commercial strategy, while spearheading multi-platform communications, training and recognition & events strategy. Scope also included restructuring/oversight of multi-million dollar pay-for-performance program inclusive of incentive and SPIFF strategies. Improved core business KPIs to highest levels recorded to date.

Transformed dynamic digital and sales organization spanning multiple sites throughout FL & CA. Served as strategic vision setter doubling department growth to 475+ Leaders & Cast Members while driving innovation through new channel integration inclusive of live chat, messaging, phones, email and in-person support and solutions. Achieved remarkable growth in core eCommerce KPI's driving highest values since department inception. Scope included WDW and DLR websites with accompanying Disney mobile apps.

Area manager role focused on driving sales and service for largest sales organization in the Disney Central contact center. Scope included B2B: Travel Trade, International, Domestic Consumer Direct, New Hire and eCommerce sales and services.

Inaugural business transformation team pioneering site-wide efficiency initiative utilizing Lean Six Sigma methodology. Transformed several high-profile initiatives driving improvements in core efficiency KPIs and higher Guest experience scores across multiple cross-functional disciplines.

Sales and Service Leader role focused on driving sales and world-class Guest service throughout the Disney Central contact center across various channels. Scope included B2B Travel Trade, Multi-Language-Spanish, Gatherings, General Market and eCommerce sales and service. Achieved remarkable recognition with Live Chat line of business honored as highest rated aspect of WDW website during tenure.

Consumer direct role focused on driving world-class Disney Guest sales and service. Recognized for excellence awards throughout tenure for achievements in sales and service KPIs.