Adjunct ProfessorRosen College of Hospitality ManagementSpring 2017-2022:HFT 3770 - Cruise Line Operations and Management

• Identify and document current and future state requirements for data management, security, reporting, visualization, and governance.• Manage internal and external client, partner, and contractor collaboration across multiple sites within organization.• Develop strong partnerships with client and project teams to drive efficiency and optimization.• Lead planning, design, and delivery sessions using Agile and waterfall project methodologies, executive presentations and report outs. • Consult with new and existing clients for future projects, focusing on integration within programs and portfolios.

• Identify current state needs and manage requirements documentation for future state solution for time and attendance system.• Recruit, develop, and lead team of testing specialists.• Ensure client satisfaction by providing exceptional client service and following up as required, establishing and reporting on key project KPIs for executive report out.

• Maintain a large data warehouse with multiple data sources providing data for reporting. • Create and maintain SQL code for ETL for data into multiple data warehouses (including managing data structures and relationships).• Create, design, and maintain reports in various formats (Business Objects, SSRS, SSIS, Tableau).• Manage large scale projects for the Data and Reporting Team.• Provide support to the Business Analysis and Support teams (troubleshooting, project management, etc.).• Provide consulting support to new and existing clients for future projects, project management assistance during the project.• Ensure client satisfaction by providing exceptional client service and following up as required.

• Work closely with both the Workbrain and CDS System Administrators on incidents, work items and direct inquiries.• Oversee the Workbrain Access Request process, validating, recording and granting system access requests following SOX protocol and keeping the Workbrain Access System databases and spreadsheets updated.• Process Workbrain Access Request Audit each month.• Manage the Segment WB System Admin inbox, updating the Workbrain system and replying to questions.• Track daily interface times and manage the CMI Off-line Clocks for both Disneyland and Walt Disney World.• Assist and support central call center for three labor systems; CDS, GEMS, and The HUB applications.• Attend, support and participate in technical, partner, and team meetings weekly.• Assist with various project initiatives supporting the Systems Sustainment team.

• Support the Labor Administration and Time Team as the first line of response for any Workbrain, SAP, or system tool issues.• Research and escalate any systems issues to the appropriate team(s) using HP Service Manager.• Provide assistance to end-users on Workbrain and SAP functionality and procedures.• Design, test, and implement audits using SQL Server Management Studio, Microsoft Visual Studio, and SQL Server Reporting Services.• Follow the established procedures for technology development including the drafting of business and technical requirements, necessary process and code review sessions, testing processes, and training sessions prior to implementation.• Respond to technology errors submitted to our team from any audits, server jobs, or user errors that may occur. Determine the cause and fix for the error and implement. Provide feedback to the team with the solution for future error handling.• Continuously improve daily processes by looking for areas of improvement, suggesting modifications and updates, and implementing new technology.• Maintain documentation on all team processes and audits ensuring the information is accurate, up to date, and user friendly.• Research and escalate any systems issues to the appropriate team(s) using HP Service Manager.• Build relationships with partnering teams including the Labor Administration and Time Team, Scheduling Team, Workload and Staffing Team, Deployment Team, Payroll Team, Global HR Operations Team, Leaves Administration Team, and Systems Administration Team.• Build internal relationships within the team by partnering on various projects and processes to build upon strengths of various team members.• Manage multiple simultaneous deadlines, meetings, and collaborative sessions.• Assist Systems Administration Team with various testing efforts including defect testing and new Calc Group testing.

• Support the DCL Port team in the coordination and completion of labor scheduling, vacation monitoring and workload analysis.• Monitor and process Labor Service Center requests for Port Representatives and Coordinators.• Support Port Cast Members with any issues, problems, questions, or concerns they may have.• Partner with DCL Shoreside Training to schedule any OJT, Compliance, or Regulatory training needs.• Monitor CDS for day-of operational issues, ensuring all deployment tasks are completed efficiently.• Provide troubleshooting and technical assistance with CDS for DCL Port and Resorts Cast Members.• Maintain CDS setup for DCL Port and Resort proficiencies, positions, tasks, business areas, and deployment groups.• Communicate new GEMS and CDS updates to DCL Port, Resorts, and Labor teams.• Complete Workbrain payroll audit and SAP Date Monitoring for DCL Port, Resorts, and Contact Center Cast Members. • Provide support to the DCL Labor Team, DCL Labor Manager, DCL Labor Analyst, and DCL Port Managers regarding various subjects including multiple reports, projects, and initiatives.• Provide support to the DCL Port Team monitoring cast attendance and productivity.

• Prepare schedules for shipboard departments on various levels.• Monitor compliance with International Labor Organization standards and DCL’s Project On Board.• Educate Leaders and Crew on DCL’s Project On Board.• Assist shipboard leaders with various labor needs and initiatives.• Lead the shipboard FLEX team, providing leadership support, guidance, coaching, and feedback.• Opening Team of Disney Dream and Disney Fantasy.

• Monitor Avaya and RTA systems to ensure all agents are utilizing correct codes and optimizing productivity on phones.• Ensure appropriate service levels are met by analyzing phone volume forecasts and adjusting staffing accordingly, including adjusting breaks, approving and denying early releases, shift extensions, and approved time off.• Support agents with any issues, problems, questions, or concerns they may have.• Provide support to the DCL Labor Team, DCL Labor Managers, DCL Labor Analyst, and DCL Reservations Managers regarding various subjects including multiple reports, projects, and initiatives.• Provide support to the DCL Ground Services Team monitoring cast attendance and productivity, including DCL Resorts and DCL Port Operations.

• Assist with day of Deployment initiatives, partnering with location leaders to deploy Cast Members based on shifting business needs. • Foster a positive team environment by using effective communication including all communications tools necessary.• Partner with all peers, leaders, Cast, and support areas within and across property in order to create and encourage teamwork.• Act as a call center agent taking phone calls from across property and from cast members regarding various subjects.• Serve as a point of contact for all CDS related questions, escalating concerns to leaders and system administrators as necessary.• Provide troubleshooting and technical assistance with CDS for WDW Cast and Leaders.• Assisted and lead multiple CDS rollouts including setup, design, and implementation for various table service restaurant locations.

• Encourage and support safety, courtesy, show, and efficiency in all aspects of the role.• Model the Disney Service Basics and inspire our company heritage and traditions in training.• Greet and welcome new cast members, introduce them to their role, and train them to perform their role according to the Operating Guide.• Implement the training and maintenance of the attraction environment by following the Operating Guide.• Inspire a creative and positive work environment.• Provide superior Guest service and create a cohesive work environment with fellow Cast Members, Coordinators and Guest Service Managers.• Create Magical Moments