Devan Flaherty Email & Phone Number

Arlington, VA, US

- Develop standard operating procedures and distribute job aids for 12 Sales and Service Center agents, 10 external tour operators, and 1 external insurance provider with reinforcement of business objectives via monthly call calibrations and assessments of customer communication.- Coordinate digital post-tour survey process for ~300 trips a year via.

Lake Buena Vista, Florida, United States

- Facilitated 3 hours of learning about Isaac Newton’s laws of motion and gravity and how they’re fundamental to Walt Disney Imagineering creating theme park experiences with 5-15 students at Disney’s Hollywood Studios. - Executed script for “The Science of Disney Imagineering: Gravity” while allowing space for improvisation as students asked questions.

Lake Buena Vista, Florida, United States

- Represented executive leadership team, including but not limited to Chief Executive Officer, Executive Chairman, and President of Walt Disney World® Resort, by responding to guests’ messages addressed to them.- Managed on demand campaign initiatives, such as the rollout of the COVID-19 pandemic employee hotline in March 2020 with team of 10.

Lake Buena Vista, Florida, United States

- Audited up to 5 customer service cases a week for 65 Specialists evaluating for accurate documentation, appropriate handling based on department procedures, and proper use of grammar and Disney nomenclature.- Assessed new Specialists’ messages for quality standards and maintained accurate record of score per message in SharePoint to graduate Specialists.

Lake Buena Vista, Florida, United States

- Advised 65 Specialists on how to handle guest concerns and questions via Slack and assumed responsibility of and deescalated high-pressure matters as customers next point of contact in department.- Monitored availability of 15 Specialists for 8 hours a day via Avaya and altered labor on Guest Services Billing’s inbound phone line as needed to achieve.

Lake Buena Vista, Florida, United States

- Engaged and educated 1-4 Specialists at a time, in person or virtually, with consideration of their preferred learning style and emphasis on utilizing 26 corporate computer applications concurrently to complete tasks. - Assisted Specialists in developing strong written, verbal, and interpersonal communication skills, grammar fluency, and professional.

Lake Buena Vista, Florida, United States

- Engaged in personalized communication with domestic and international guests responding to ~1.7 Zendesk cases per hour; issued ~$103,832 of compensation per FY to resolve dissatisfaction and create repeat customers.- Answered ~50 inbound calls per 8-hour shift about billing inquiries and completed tasks like securing payments on unpaid invoices.

Lake Buena Vista, Florida, United States

- Instructed 1-2 new hires at a time on 8 surveys administered, proper research methodology and technique, and 28 surveying areas unique to each theme park, water park, and Disney Springs Area.- Observed strengths and weaknesses of trainees and provided personalized feedback, both positive and constructive, to guarantee quality data collection and 100%.

Lake Buena Vista, Florida, United States

- Prepared and delivered daily meetings for 8-10 Specialists to inform of department updates, goals, and expectations as well as theme park offerings that could impact operation.- Maintained communication with 9 Managers, 12 Supervisors, and 2 Staffing Specialists via Microsoft Office to assemble data reports and resolve operational challenges.- Focused at.

Lake Buena Vista, Florida, United States

- Collected 6.5 hours of market research daily through surveying ~250 guests on topics via Tableau Software.- Adhered to random interception and handling confidential information with care to ensure unbiased data collection.

Lake Buena Vista, Florida, United States

- Aided guests in selecting and purchasing tangible memories at 4 retail locations at Disney’s Hollywood Studios.

Lake Buena Vista, Florida, United States

- Assisted in the preparation and serving of food and beverage to guests visiting 11 food stands on the west side of Magic Kingdom Park.

Ewing, New Jersey, United States

- Recruited prospective students through delivery of ~1.5 hour unscripted walking campus tours that highlighted TCNJ’s 7 academic schools and over 25 buildings and their uses. - Guided freshmen class of ~1,200 during orientation in July, Welcome Week in August, and first year at TCNJ to ensure ease of transition and that each felt part of school community.

Master Of Arts - Ma, Organizational Leadership

Graduate Certificate, Organizational Leadership

Associate Of Arts - Aa, Communication

Bachelor Of Arts - Ba, History Secondary Education & Political Science Minor