Michael R. Email & Phone Number

Culver City, California, United States

• Managed the Consumer Service Team to provide exceptional customer service for DTC (direct to consumer) customers for PairofThieves.com to ensure we are #ReadyforEverything.
• Manager of the Consumer Service team. Inspired and trained reports to build great relationships with Customers through effective and welcoming conversations.
• Tracked KPIs and CSAT scores in order to share accurate feedback to upper management regarding any challenges that Customers were facing.
• Built out processes for improvement based on Customer feedback of our products, policies, and offerings.
• Responded to all negative reviews from PairofThieves.com and invited customers to partner with Consumer Service Team for resolution.
• Used ERP to closely monitor orders to ensure SLA was met with logistics teams both internal and external. Handled all IT issues or errors with fulfillment programs.

Culver City, California, United States

Disneyland Resort

• Managed social media accounts @DisneylandToday and @DisneylandAP, generating interest for upcoming products/offerings. Created social media content with consistent content and tone for Disney brand.

Anaheim, California, United States

• Secured brand loyalty by responding to correspondence on behalf of the Disneyland Resort & Aulani, A Disney Resort & Spa. Actively evaluate feedback from Guests to ensure growth of policies and brand while showing.

Anaheim, California, United States

• Developed strong departmental relationships as a Supervisor in the Communications Office.

Anaheim, California, United States

• Developed problem solving skills to resolve unique Guest concerns. Interacted with all levels of Guests, including executive, high-profile, and international on VIP Tours

Disney University

• Onboarded new hires for the Disneyland Resort and presented scripts and set expectations for Cast Members beginning their careers.

Anaheim, California, United States

• Shift Leader & Trainer for Tomorrowland Stores and Main Street U.S.A. Stores