Felicia Charles Email and Phone Number

• Support recruiting tasks, including scheduling interviews & pre-employment appointments, updating calendars, responding to inquiries, and coordinating hiring activities by phone, videoconferencing and in-person events• Support internal transfers by accurately maintaining position list• Track and report recruitment activity data in Applicant Tracking System to support staffing metrics• Attend in-person hiring events, info sessions, and job fairs for recruiting and company recognition• Manage candidates during the on-site/remote interview experience and address challenges as they arise• Develop relationships with Guest, Cast Members and Leadership from all lines of business to provide service

• Show community and apartments and apply product knowledge to clients’ needs by communicating the features and benefits • Design and execute marketing activities to create and drive traffic to the community using all social media platforms• Use the on-site property management software (OneSite, Yardi, etc.) to track apartment availability, record traffic and leasing activities• Utilize established sales and marketing strategies to increase property traffic, maintain closing ratios and work to achieve andexceed budgeted occupancy percentages• Create flyers and ad campaigns for clients and PM Workforce using various design software on all social media platforms

• Provided an outstanding personalized pre-arrival service to all affluent guests in a call center environment requiring extensive knowledge and excellent service• Sold exclusive experiences based on proactive discovery and building relationships with guests, experiences included: Enchanting Extras, In-Room celebrations and VIP tours.

• Deliver daily guest service and leading daily operations of a 1200+ room resort by partnering with other lines of business to assist in 100% Guest excellence and efficiently run the operation with the “one team” goal in mind utilizing the top five core guest service principals• Apart of the reopening team for Old Port Royale – assisted by communicating information to the cast and guest regarding the refurbishment process, rolled out the mobile lobby experience utilizing iPads to more efficiently assist the guests with check in and check out procedures using extensive knowledge in Hotel Experience, LILO and Arrivals• Answer questions regarding room charges and billing inquires with additional abilities to assist guest in ticket sales, dining reservations, shipping, and transportation arrangements with proven proficiencies in CastApp and A La Carte• As a Frontline Service Advisor I act as a liaison between guests and upper management by overseeing the operation of the front desk including staffing, auditing cast performance and provide necessary coaching and feedback to enhance performance, productivity and identify improvement opportunities, generating reports and verify adjustments for accuracy and make corrections as needed while maintaining knowledge of the resort, theme parks and Disney affiliates

Accepted as a Retail Management Intern as part of Disney's Professional Internships.• Oversaw a big box retail operation with an emphasis on the Four Keys Basics, Guest service, Next Level Courtesy and financial objectives, while as a team, raising PLEX scores to over 82% by maintaining a positive attitude and strong cast focus to inspire and engage while providing training, development, and recognition, and also coaching and giving feedback when necessary• Lead and built relationships with over 250 Cast Members in a unionized environment while constantly keeping a safe and supportive work environment in a variety of specialty locations including: fine jewelry, embroidery, mobility, package pick up operations, and photo imaging• Responsible for loss prevention measures including performing register audits, maintain and balance a safe valued at $3,700 per day, reviewing daily paperwork, and adhering to advisory and assurance policies• As the College Program liaison, I help grow and develop my cast by performing area walks and working alongside them, helping them work towards goals and create a career path by leading by example and providing them with the necessary tools• Helped assist both Guest and Cast during a record breaking week of over $1 million for the area in November 2017, exceeding the weeks AOP by over $85,400.• Championed and inspired the cast to participate in volunteer events such as Bowl-A-Thon, where my team raised over $250 and won the team spirit award and Toys for Tots donating over 50 toys• Partnered with Visual, Location Planning and Heart of House cast members to ensure inventory control, product replacement and presentation is show ready at all times• Proven proficiencies in Cast Deployment System, SharePoint, Outlook, MATRA, and Microsoft Office Suite• Partnered with other lines of business to assist in 100% Guest excellence and efficiently run the operation

• Work with Events Manager and coordinators on special events including: meetings, weddings, outdoor events, sporting events, live/broadway shows, concerts, and plays • Assist with load ins, on-site set up and breakdown • Assist in daily office duties• Coordinate with Accounting, Food & Beverage, Operations, and Marketing departments • Assign appropriate permits and staffing needs• Conduct site tours• Provide for a great client experience

• Ensured sales goals and other key performance indicators were regularly met and exceeded by communicating tasks and training sales associates• Possessed keys to the store to perform opening and closing procedures, supporting the store manager in overseeing the operational function of the store as well as the recruitment process including screening, scheduling, interviewing, paperwork processing, and coaching all by using excellent decision making and problem-solving skills• Implemented merchandise presentation, stock levels, transfers, and inventory control as well as organized promotions and displays to maximize productivity by using strategy and maintaining product knowledge• Performed financial aspects including: preparing deposits, bank runs, change orders, POS audits, processing payroll, and adhere to loss prevention measures by securing the cash and merchandise

Demonstrates genuine hospitality and setting the stage for an exceptional dining experience by making every single guest feel welcome at the door • Engaging in friendly conversation as seating guests in a timely fashion • Introducing guests to their server • Managing restaurant waiting list during high volume to accurately set guest expectations • Always thanking guests as they leave and inviting them to return

• Connected with Guests by asking questions to assess their needs and make appropriate suggestions• Contributed to a high energy, fast paced environment that provides Guests with an entertaining and fun shopping experience• Maintained Disney brand standards• Performed POS duties in an efficient and timely manner• Assisted in the processing of shipments, replenishing the floor and keeping it stocked throughout the day• Demonstrated success working as a member of a team Key Achievement: Disney Ambassador – inducted into program for exceeding expectations, and delivering exceptional guest service

Character and Resiliency Education (CARE) Now is a comprehensive in- and after-school program designed to promote math, science, character, and resiliency through positive youth development.• Provided moral and academic support to sixth grade students enrolled in the program• Planned and implemented daily activities designed to instill resiliency through positive youth development• Communicated regularly with the coordinator to ensure consistency• Maintained accurate attendance records, written lesson plans and other reports• Actively supervise and ensure student safety at all times

• Strong retail sales skills – Reliable, energetic, hardworking and recognized for handling additional responsibilities• Ensured courteous, and helpful customer service throughout the store• Kept isles faced, stocked, and made sure all pricing and signage was in order• Operated Windows based computers with Microsoft Office and various design software programs, high-speed copiers, binder, padder, drill, laminator, cutter, and folder machines• Demonstrated strong written and organizational skills and strong attention to detail to write out and process copy orders

• Delivered daily guest service in a fast paced, high volume and diverse Fortune 100 company• Utilized excellent verbal communication skills• Executed food service procedures including: prepping, serving, handling, running, and expo• Assisted in front of house and back of house duties• Managed multiple tasks and worked well under pressure using time management skills• Locations included: Disney’s Magic Kingdom, Disney’s Animal Kingdom, EPCOT, EPCOT’s Food and Wine Festival and Mickey’s Very Merry Christmas Party Key Achievements: Guest Service Fanatic Award for demonstrating good services and picking up tasksSuccessfully completed Disney’s Marketing You! academic course with perfect attendance award