Patrick Gorham, Icap Email & Phone Number

Winter Garden, Fl, Us

Orlando, Florida, United States

• Resolve customer support escalations through collaboration between cross-functional teams to design and improve streamlined customer service processes delivering consistently exceptional client experiences.• Utilize data-driven insights by analyzing key performance metrics and collecting benchmark information to guide clients in achieving and surpassing objectives.• Collaborate with executives to conduct weekly performance evaluations, identify growth opportunities, and strategize impactful enhancements for the business.• Amplify monthly recurring revenue by carefully evaluating return on investment and proactively identifying lucrative cross-sell opportunities.• Empower clients through tailored comprehensive training on cutting-edge technical products through virtual and in-person sessions.• Guarantee successful outcomes and seamless integration through careful elucidation for facility and technical teams during product implementation projects and on-site visits.

Orlando, Florida, United States

• Developed monthly forecasts, long-term plans, and annual operating plans for Disney Vacation Club.• Analyzed key performance indicators to drive client business decisions based on business trends.• Collaborated with clients to minimize operating expenses and streamline monetary outlay schedules.

Lake Buena Vista, Florida, United States

As a Guest Experience Manager at Walt Disney Parks and Resorts, I lead my team to deliver an exceptional experience for those visiting Disney's Animal Kingdom Theme Park. My responsibilities include balancing Guest satisfaction, employee experience, and park operations. Key Accomplishments:• Leader for a team of 250 employees and coordinators providing feedback, mentorship, and support in line with park Cast Development goals.• Developed over 50 training and operating guidelines to reflect area best practices as new processes are introduced.• Launched and developed new park initiatives such as Disney Genie, Genie+, and Lightning Lane products in my area in conjunction with Industrial Engineering and Imagineering.• Raised attraction throughput by 6% by developing relationships with other areas, parks, and resorts.• Increased safety audit scores by 4% by resetting area audit expectations.• Maintained over 30 area devices to strategically implement operations updates and upgrades (LTE, improved Wi-Fi infrastructure) enabling Cast to provide more efficient help to Guests.

Lake Buena Vista, Florida, United States

As an Operations Coordinator at Pandora - The World of Avatar, I assisted in leading my team to bring an immersive new theme park experience to Disney Park Guests. My responsibilities included developing my team of Cast Members and ensuring we provide an unprecedented theme park adventure to our Guests.Key Accomplishments:• Researched and analyzed the impact of Guest-related downtimes in order to shift 10% of attraction FastPass+ inventory to shoulder hours reducing peak wait times by 13%.• As part of the attraction opening team, I created solutions, policies, and documented procedures for maintaining Guest satisfaction and throughput at 2 unique, cutting-edge attractions.• Led up to 300 employees in creating the best possible Guest experience while balancing Cast Member satisfaction, operational needs, and safety. • Promoted Inclusion upon area integration- redistributed Cast Member assignments and revised area communication to smoothly integrate teams and create an inclusive culture.

Lake Buena Vista, Florida, United States

• Inspiring both new and current employees to uphold the Disney Four Keys.• Responsible for teaching new attractions cast members in everyday operation of attraction and acclimating cast members to new area/ park.• Continuously analyzing training processes and operating guides to ensure most effective and efficient training procedures.

Lake Buena Vista, Florida, United States

Master Of Science - Ms, Finance, General

Master’S Degree, Hospitality And Tourism Management

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General

Activities and Societies: National Society of Leadership and Success Beta Theta Pi - Founding Father Delta Mu DeltaMinor in Sales