• Sourced top-performing and developed talent for the Merchandise Leadership Casting Call• Conducted mock interviews with coordinators to best prepare talent for the Leadership Pool • Created and launched Career Chat with a Leader initiative to improve Cast resumes and interview skills • Partnered with Strategy and Presentation to implement the selling of prebuilt Build Your Own Lightsabers to backfill key products that led to a sale that surpassed the shop’s record by 15%• Facilitated College Program networking events between senior park leadership and participants • Launched the training programs, guidelines, and safety protocols for the re-opening of the operation post-closure, overseeing the onboarding of 100+ employees from furlough• Championed the implementation of the Smart Stockroom system for the area which ensured maximized revenue and minimal out of stocks of key items• Launched and managed BrightSigns systems on multiple teams to efficiently upload key content and communication onto our Cast TVs • Championed the implementation of the virtual queue DineTime and capacity OpSheet applications for the area to increase efficiency in managing guest flow

• Diligently interviewed virtually and in person up to 60 candidates for hourly positions per week• Cultivated relationships with candidates of varied backgrounds over Zoom and at Career Fares• Collaborated with hiring managers, senior recruiters, and coordinators during hiring process• Effectively evaluated candidates’ skills and experience to match position requirements• Prepared and extended offer letters and followed up with candidates post interview

• Handpicked to be deployed to support the Onboarding Team with their high volume of progress requests from ABC by conducting daily audits of their employees throughout the hiring process• Proven ability to work with a high level of discretion and confidentiality while conducting audits on new employees’ I9 Forms to ensure accuracy of information and monitor completion • Ensured data requests migrated from Workday to SAP during company-wide implementation

• Consistently met with Cast during their first 90 days to facilitate feedback-driven conversations • Managed the two highest yielding carts in Walt Disney World Resort• Led a team of 100+ employees in a themed, immersive experience for our guests to enjoy• Recognized and coached cast members for delivering themed guest excellence• Cultivated relationships with all lines of business to provide a seamless guest experience• Selected to be a College Program Champion for the park, acting as a knowledgeable resource and liaison for participants• Consistently reported shop’s sales performance against Forecast and AOP goals while leveraging researched data to develop strategies to increase UPT per merchandise location

• Recruited, interviewed, and selected talent for the roles of Coordinators and Trainers• Led across multiple high volume merchandise locations, where I mentored and coached a diverse team of 100+ Cast Members in a union environment• Managed the Star Wars Galaxy’s Edge Annual Passholder 8 Day Event• Facilitated classes and presentations to Cast Members, peers, and executive park leadership• Designed Cast Observation Tool to identify and communicate key engagement metrics and performance opportunities across teams leading to an improved sales conversion rate in six distinct merchandise locations • Led the Disney’s Hollywood Studios’ 30th Anniversary Merchandise Event

• Managed department training and monitored team metrics to maintain Forbes 5 Star Standards• Partnered with Performance Development Manager for department development opportunities • Achieved Forbes Five Star and AAA Five Diamond rating for the resort • Managed recreational operations in the absence of the department head • Developed department guest engagement goals and continuously scored 100% on guest surveys

• Lead team to consistently achieve a score of 95% efficiency in guest service check-out• Demonstrated strong time management skills in supervising multiple guest service departments

• Handpicked to join the Restricted Access Planning Team which coordinated and implemented plans regarding holidays and special events • Made magic for our Guests entering and leaving the park

• Delivered exceptional and efficient guest service in a fast-paced environment • Proven problem-solving skills in various situations with Cast Members and Guests