Patrick Gorham, Icap Email & Phone Number

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.
• 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.

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.
• 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