• Offers support to all levels of Employees across the Company for leave of absence and restriction inquiry services and administration.• Effectively administers leaves of absence, keeping federal and state laws in conjunction with company policies and practices.• Synthesizes information, including medical terminology, health care provider information, and regulatory requirements to offer the best solution to meet employee needs.• Empathically listens to Employee experiences and concerns, utilizing a diverse technology suite aimed at providing personalized solutions.

• Provided friendly, accurate, and thorough answers to Employees and Cast Members across TWDC regarding transactional and inquiry services and support for Human Resources procedures and policies, including payroll, onboarding, paid time off, etc.• Empathically listened and communicated with fellow Employees, prioritizing confidentiality, and offering effective HR solutions.• Utilized proper documentation strategies and diverse technology suite to assist in future conversations and ensure proper follow-up with Cast.• Liaised between HR business partners and Employees to provide better services, improving TWDC employee experience.

• Empathically listened to Guest concerns, while using effective conflict resolution skills, offering personalized recovery to ensure a positive Guest experience.• Fostered relationships across all lines of business to field escalated Guest concerns and provide immediate recovery.• Celebrated alongside Guests and Cast for milestone experiences and unique remembrances.• Sought out Guests with unique concerns, educating about technology offerings and offering recovery ahead of escalated issues, effectively exceeding Guest expectations.

• Ensured the safety of Guests through efficiently monitoring adherence to CDC guidelines.• Fielded Guest questions regarding directions, offerings, and activities, both on Walt Disney property and within the Greater Orlando area and helped to bring the “magic of Disney” to life through courteous Guest engagement, ensuring a unique and memorable experience.• Managed difficult conversations with Guests by using successful conflict resolution skills, prioritizing Safety.• Collaborated with fellow teammates and other lines of business regarding intricate Guest requests.

Works closely with Leadership to promote communication, drive business and action plans, inspire Cast, and set the operation up for continued success. Helps to lead the fourth largest revenue-producing location on WDW property, producing $55M in revenue with 250+ Cast.• Focuses on Key Performance Indicators (KPI) improvement through partnership with leaders on hourly segment readings. • Exhibits strong onstage presence, inspiring positive Cast behaviors with a focus on Guest Courtesy.• Develops Cast by providing succinct feedback through coaching opportunities and recognizing strengths. • Strengthens Diversity and Inclusion efforts of the area through creating monthly contributions to the newsletter.

Impacted the overall Guest experience throughout Disney's Hollywood Studios by developing relationships with them on an individual level. Liaised between Guests and other Lines of Business to meet each specific need.• Led a positive Guest experience by interacting with a combined Guest Experience Team average of ~30% of park Guests daily. • Provided immediate Guest Recovery, carefully responding to each of their unique needs, to ensure strong return rate.• Facilitated the "magic of Disney" by creating and encouraging memorable experiences, contributing to a 12% PLEX score increase.• Utilized several different types of technology and educated Guests on technology to ensure they were able to maximize their Park experience.

Develops and mentors chronically under/unemployed people toward readiness for workforce re-entry. Cultivates relationships with employers in the community to gain understanding of open positions and encourage participation with clients.• Actively participates in community events to develop new employer and community partner relationships, leading to more active partnerships with increased passion for the organization’s mission.• Creates communication strategy for employment partners, leading to increased engagement.• Develops and evaluates policy and procedures for the workforce development program, ensuring that clients are uniquely served according to their goals, skillset, and barriers.• Coordinates projects and learning opportunities for social work interns to engage with clients one-on-one.• Interviews clients to identify employment barriers to strategically overcome them and assist with goalsetting.• Facilitates weekly support group for clients actively seeking employment.• Teaches clients effective interviewing and resume writing skills, leading to increased job readiness.• Partners with employment partners and volunteers, providing clients with opportunities to practice interviewing skills and gain valuable feedback regarding resume and skills.

Completed 600+ supervised hours. Coordinated and participated in several programs for United Against Poverty Orlando campus. Effectively managed learning opportunities for all social work interns. • Performed weekly check-ins with all social work interns to provide resources and opportunities to enhance learning opportunities as well as to provide and receive feedback on intern experiences.• Developed group learning activities and opportunities for remote social work interns to engage collectively.• Led and organized Hopeful Harvest, the largest annual event for United Against Poverty, which involved coordinating with partners for donations and food collection drives, recruiting ~100 volunteers, and creating marketing and logistical strategy to provide Thanksgiving dinner for 450 families.• Created new program evaluation methods to ensure high-level of service delivery.

Operated a profitable and service-minded building through the successful development of a team that can consistently deliver results. Responsible for all aspects of managing a single store including; managing and mentoring store associates and leaders and overseeing store operations, including hiring, training, and merchandising, to achieve sales, service, customer satisfaction and profitability goals. Increased the service level in the store, causing the store which was consistently down ~28% for twelve consecutive months to become a growing business within 5 months by mentoring current employees through relationship building and by hiring strong candidates for open positions.

Operated a profitable and service-minded building through the successful development of a team that can consistently deliver results. Responsible for all aspects of managing a single store including; managing and mentoring store associates and leaders and overseeing store operations, including hiring, training, and merchandising, to achieve sales, service, customer satisfaction and profitability goals. Hired, trained, and developed a staff of 35 employees and led them to beat plan by 46% during the first quarter of operation and continued consistent business growth for 3 consecutive years.

Operated a profitable and service-minded building through the successful development of a team that can consistently deliver results. Responsible for all aspects of managing a single store including; managing and mentoring store associates and leaders and overseeing store operations, including hiring, training, and merchandising, to achieve sales, service, customer satisfaction and profitability goals. Added 2 additional leaders and 8 new associates and ensured the administration of proper training, leading to an increase in conversion of 3% during a 6 month period and to the promotions of 3 new hires I mentored.