Provide general support to internal and external teams to assist with researching and resolving guest issues, resulting in service recovery in a timely resolution. Collaborate with teams supporting the two programs in reviewing, troubleshooting, and operational and marking material. Communicate between teams & stakeholders to create best practices in support of the department’s operation. Coordinate logistics in resolving fraud inquiries and maintain detailed information on all open cases

Use sales techniques and various company resources to enhance my guest’s magical experience and deliver outstanding guest service.Coordinate training material for new cast members. Mentored new cast members by offering best practices and increasing conversion and revenue rates, taking on a leadership role. Implementing an eCommerce customer service program to assist guests via email and provide Guest Recovery, increasing efficiency. Part of the organized team of the town hall committee, an event in December 2015 for 400 cast members.

Managed a group of 10 leads who supported Guest Information and Ticket Sales team who provided Guest Recovery. Provided feedback and suggestions to cast in assist guests, using the tools and knowledge acquired during the program. Participated in a high level project, resort wide, that resulted in affecting all Annual Passes and was a point of contact.Participated in several Disney Vacation Account meetings to determine the best way to assist guests and cast members with ongoing questions and updates. Research and fact-find the opportunity to incorporate “Disney Dollars” component, to increase revenue for the department. Research the option to add “call back” and estimated time wait to the Guest Services department, for guest and cast members calling the Guest Services line for the Walt Disney Travel Company.Build a relationship between Live Chat and Guest Services to maintain and update of guidelines, policies and procedures for the guest traveling to the Disneyland Resort. Gathered information on top 10 cast members for the month of September 2015, who were flagged for calling frequently to the Guest Service line, to determine if the calls were necessary. Utilized Guest Services SharePoint call recorded sheets and recorded conversations to present my findings to leadership.

I was part of the first cast members to answer phone calls on the resort and make reservations before the resort opened. I came up with a simple way to make sure the phone queue had coverage during breaks and lunches. I also suggested having a point person to help celebrate millstones to promote team unity.

This was my starting role with in the Walt Disney Travel Company. I took calls for guests looking to book a hotel only reservation for one of our three Disney properties. Provided suggestions on how to celebrate their millstones and any other suggestions the guests needed. Also maintaining sales metrics including but not limited to average order value, booking conversation percentage, insurance penetration and on-site booking percentage.

Distributing tickets for nominees, members of the academy, and special guest for The Grammys

Distributing tickets for nominees, members of the academy and special guest for Person of the Year and the Latin Grammy's.

Catch all new hires to obtain the mandatory documents and electronic on-boarding completion to process payments. Audit HR seasonal tracking documents, and complete I-9 verification due to the federal standards.Confirm new hire in the WorkDay (returner or on-boarding completed prior), keep track of their employee IDs, personal information, and status on HR spreadsheets.Visit onsite department bases to complete onboarding in person, to corresponding with managers and even headliners. Required to assist the employee break station by keeping it clean and providing snacks at scheduled times.HR On-Site Base Representative must not leave the trailer unless you absolutely need to and it has been communicated with our team on site.

Greet artists/crew upon arrival of the stageRadio artist compound staff in appropriate time to gather the artist from their dressing roomsBe readily available and visible to tour manager on stage should he/she need anythingCommunicate with hospitality if rider needs to be adjusted or brought to stageBring hospitality items back from your stage each night Ensure photographers and videographers have proper satin credentials to shoot on stageCommunicate with artist relations manager if you have issue with personnel saying they should be on stageMaintain positive and helpful attitude toward all artists, crew and their guests on the stage and in the backstage area

Provided event wristbands for talent and their guests for reentry and backstage areas. Kept track of the distribution event wristbands to Insomniac team members. Ordered nutriment for all Insomniac staff members working the event. Maintained a two-way radio log indicating who checked-out radios and accessories. Answer any questions pertaining to the event.Assist with administrative work prior to show, such as create a parking list for the event and radio log.

• Created shifts for 100 staff members working Info Booths (inter and exterior), Lost & Found, (inter and exterior) and Ingress teams. • Provided answers and solutions to attendee’s concerns in-person or on the radio.• Trained and shadowed fellow Guest Services and Ground Control assistant supervisors during the festival, providing aide with escalated scenarios and decision making. • Build relationships with Staff Pro, site crew, operating manager for performers, Artist Relations and Water Event Solutions, including Facilities, Production Operations, IT, and all Insomniac Departments to maintain constant communication before, during and after the shows.• Motivated staff members throughout the show to maintain sprits up through a two-way radio.• Kept the staff members informed with up-to-date with festival information to better assist our attendees. • Conducted hundreds of phone interviews to select the best applicants for spring and summer 2014, fall 2014 and spring and summer 2015 festival seasons.• Conducted multiple one-on-one conversations with employees, throughout the night, to ensure their needs were met.

• Created shift schedules for show-day teams including Ground Control, Safety Team Assistants, Water Station Attendants, Oasis Team and Post-Show Team.• Ensured that all site zones, entrances/exits, water stations, medical tents and shifts are fully-staffed and make appropriate changes during show time when necessary. • Build relationship with Medical staff to maintain constant communication throughout the show on patron’s medical needs.• Maintained the check-in and out of team members at base and track their breaks, lunches and dinners.• Dispatched radio calls to medical when patrons were in need of emergency assistance, while respond to calls on the Ground Control and Guest Services channels.

• Created schedules for 60 staff members including Info Booths, Lost & Found, VIP Upgrade, and ADA.• Maintained the check-in and out of team members at base and track their breaks, lunches and dinners.• Ensured Guest Services stations are stocked with supplies and team members are prepared for work.• Assisted with Guest Services issues in-person or on the radio.• Set up and maintain cleanliness of the Guest Services Base and pack road-cases after the show.

As a Lost and Found lead I was responsible in making sure returned items were logged into our shared excel sheet. Assisted guests with any festival questions or any escalated concerns. On my down time I walked the grounds insuring each guest was staying healthy. happy and hydrated.

As a supervisor for the Escape to Wonderland Festival, I managed our Night Owl volunteers with assisting "headliners" attending the festival. I was able to provided creative ideas and solutions to assist our headliners during their festival experience. Responsibilities included directing guests to specific locations, calling for medical assistance, and keeping the work space organized.

I started off as a cashier for the store in Brea where I quickly became a asset to the management team to offer the credit card, suggestion merchandise on the fixture and get the guest ringed up at the same time. I quickly moved up to a lead cashier where I assisted with returns over $150.00. I was also one of the first girls to help launch the brand "Pink"at the location.

I was able to interact with thousands of guests at one of the happiest places on earth. I assisted them with their purchase and any questions they had about the parks. During my short period at the parks, I was able to cross-train as a back of house cast member. My role was to keep the west side stores stocked throughout the day, the evening and also receive shipment in the morning.