• Provide contact center support to applicants and all levels of employees across TWDC for Human Resources and Payroll processes and policies.• Support onboarding operation of new employees and validation of new hire documentation.• Support DPEP Cast Members in following our ‘Moving Forward’ initiative relating to COVID-procedures.

• Maintain professionalism and courtesy while assisting Cast and Guests with any questions, challenges or escalations.• Drive and encourage a team of more than 100 Cast Members to provide exceptional Guest Service throughout our parkwide locations.• Exemplify exceptional Guest Service Recovery by partnering with other Lines of Business to ensure Guest Excellence.• Oversee operational efficiency by adjusting workload based on Guest demand and budgetary constraints.• Recognition Coordinator Liaison; created, implemented and sustained a process for recognition provided for Cast on social media platforms.• Welcome Liaison; partner with our Headcount Leader and Coordinator of Training to gain snapshot information of incoming training groups.

• Maintained professionalism and courtesy while assisting Guests with any questions or challenges.• Supported the Duty Manager in administrative assistance, distributing Park Counts and sharing vital information to all Magic Kingdom Guest Experience Managers.• Advised and provided City Hall Cast with information and processes from our Help Desk.

• Researched and partnered with all appropriate levels and departments in order to respond to Guest feedback pertaining to complex Park and Resort concerns.• Contacted Guests via telephone, mail and e-mail to discuss their feedback in relation to policies, procedures and operations of the Walt Disney World Resort.• Provided appropriate service recovery to restore Guest expectations and shared feedback to the suitable areas.

Organize schedules for tutors to help with student athletes get the best possible education in areas that may need additional concentration.Maintain an effective learning environment in the study hall areas.