Cathy M. Email & Phone Number

Led the instructional design and development team created learning solutions for Disney Cruise Line Terminal Operations

Led the instructional design, development, and delivery of training initiatives for Adventures by Disney and National Geographic Expeditions Contact Center and Back Office Operations

Celebration, Florida

• Facilitated training content focused on Guest service and technical system usage to domestic and international audiences within Disney Cruise Line Shoreside Travel Services• Partnered with Embarkation Services Team and Vendors to provide a seamless training experience • Provided feedback directly to participants and Vendors in regard to Disney Look and coach performance throughout the training process• Facilitated training classes to Disney Cruise Line Contact Center teams including Adventures by Disney

• Led design and development of technical Leadership training programs for Resort Merchandise and Food & Beverage • Developed strategic processes for updating Leader training documents used in Front Office, Housekeeping, Custodial, Recreation, and Catering • Created innovative electronic training documents allowing for mobile access to Leader training documents• Facilitated training sessions for program Participants and Leaders of Leaders focusing on program delivery guidelines• Hosted executive-level report outs on program progress and strategic direction• Consulted with Resort Operations and Workforce Management Teams to design and implement Labor training for all levels of Operations Leaders

Strategy And Planning

• Collaborated on the instructional design of procedural guides focused on Leadership training • Managed day-to-day project deliverables through providing recaps, creating timelines, and executing deadlines• Consulted with Leader to determine logistics and communication to key internal stakeholders• Assisted with developing project evaluation strategy incorporating focus groups, surveys, and testimonial videos • Supported project implementation and sustainment through designing train the trainer sessions

Disney University

• Coordinated the day-to-day administrative logistics supporting the delivery of over 36 core-training classes • Developed team training on using the Learning Management System (LMS) to perform daily administrative tasks• Partnered with Workforce Management to schedule over 250 facilitators to meet the demand of over 2,000 classes and over 30,000 participants annually• Coached facilitators focusing on classroom facilitation skills and professional development• Implemented new facilitator initiatives on classroom management, policy adaptations and communication possibilities

Disney'S Animal Kingdom

• Captured tangible memories for our Guests as a Photographer while providing information about PhotoPass services • Provided excellent Guest service by selling memorable photo packages consistently meeting sales goals• Led peers to provide Guest service support and direction for a new portrait and view desk location• Delivered Entertainment Line of Business core-training class approximately twice per month for to up to 24 participants • Facilitated content to ensure class was delivered in a timely manner and participants were prepared for their new roles in Entertainment• Informed new hire Cast Members of Entertainment policies and procedures and serving as Line of Business and Company representatives

Epcot

• Operated Living with the Land and the Circle of Life attractions• Partnered with peers to effectively manage attraction queue and actively solve Guest concerns• Instructed Guests on safety instructions using effective and clear communication skills

Master’S Certificate, Educational/Instructional Technology, Summa Cum Laude

Master Of Arts (M.A.) In Leadership, Organizational Leadership, Summa Cum Laude

Hospitality Management, Hospitality Administration/Management

Activities and Societies: Eta Sigma Delta Honor Society, Golden Key Honor Society, Rosen College of Hospitality Ambassador