Glen Mcwilliams Email & Phone Number

Houston, Texas

System administrator for Galaxy ticketing software provided by Gateway Ticketing Systems. System administrator for the Houston Zoo web store provided by Doubleknot. Research and troubleshoot interface issues between Galaxy, The Raiser's Edge by Blackbaud, and Doubleknot.

Houston, Texas

Houston, Texas

Provide assistance with inquiries about tickets, theme parks, resorts, transportation, separated parties, Lost & Found property, dining reservations and general information. Listen to Guest feedback and seek resolution to Guest concerns, providing Guest Service Recovery as appropriate. Utilize Automated Ticket System to fulfill all ticketing needs including sales, upgrades, modifications, reissues, will-call orders and complimentary tickets. Utilize Disney Property Management System to provide information and assistance relating to Guest resort package entitlements. Answer multiple phone lines to serve as the communication hub for the park. Act as On-the-Job Trainer and Assessment Trainer for new Cast Members and process updates. Partner with other areas within the theme parks, resorts and Downtown Disney for opportunities to enhance Guest Experiences. Prepare Duty Cards, record hourly park attendance and calculate revised daily park attendance forecast for reporting to Duty Manager and park executives. Maintain records of Lost & Found item transfers, Duty Cards and Condition Reports. Prepare manual bank-out of unused daily funds. Created new Condition Report format for gathering information to detail the park’s daily operational performance. Facilitated Disney’s Expedition Adventure Tour and Spotlight on Guest Relations information sessions.

Managed staff of 80 Cashier Team Members in $55 million/year retail store. Maintained safe and efficient operation of front check lanes, Guest Service registers, in-store POS locations, parking lots and storefront while maintaining Target Brand Guest Service. Created Guest Service (return desk) training course. Designed scheduling forms, lost & found item logs and moneybag logs. Recognized Team Member accomplishments and provided feedback for opportunities to improve Guest Service. Addressed Guest concerns including Team Members, price discrepancies and store policies. Maintained records of Team Member attendance and disciplinary issues. Prepared funds for daily operations. Counted all register banks from previous day’s business and prepared cash and check bank deposits. Ordered change from bank for safe replenishment.