Santiago Hernandez Ron Email & Phone Number

Disney's Animal Kingdom - Walt Disney World, FL

Epcot, Walt Disney World, FL

• Oversaw a large cross-functional daily operation of more than 40,000 Guests at Epcot©.
• Maintained the integrity of the park by performing quality control walks of the property and assisting and collaborating with hundreds of Cast Members to ensure 100% Guest Excellence.
• Responded to all major Guests and employee situations ensuring emergency response procedures.
• Partnered with Epcot Operating Participants and third-party vendors to ensure these groups are operating within company standards.
• Led and directed multiple managers from different lines of businesses across property to ensure a seamless park operation.

World Nature, Epcot - Walt Disney World, FL

• Directed the operation of four hundred unionized employees, Trainers, and Assistant Supervisors.
• Collaborated with different LOB, Industrial Engineering, and Technology teams to ideate creative solutions and implement/sustain strategies and projects in the area.
• Managed more than 6 different ride system Attractions, including world-renowned Attractions in fast-paced environments such as Frozen Ever After and Soarin’ Around the World.

Epcot - Walt Disney World, FL

• Ensuring the success and smooth Operation of the highly renowned Epcot International Food and Wine Festival.
• Guaranteed a smooth park operation throughout the day in the busiest time of the year.
• Maintained the integrity of the park by performing quality control walks of the property and assisting and collaborating with hundreds of Cast Members to 100% Guest excellence.

World Showcase East, Epcot - Walt Disney World, FL

• Developed operational strategies and reopened Epcot© following business safety and brand strategies after the 2019 pandemic.
• Utilized a data-driven approach to identify service improvement opportunities to achieve 100% Guest Excellence satisfaction metrics.
• Led multiple technology upgrades and app rollouts to maximize revenue in the Attractions line of business by training and fostering efficiency key components.
• Adeptly resolving highly challenging guest situations with professionalism and poise.

Epcot - Walt Disney World, FL

• Led the Custodial Operation team at Epcot©
• Improved the area cleanliness scores to 6.7% per quarter.
• Advocated the Toy Story Land Opening as a Disney Media Representative for the opening of Toy Story Land enhancing brand visibility.
• Reduced the OSHA injuries to a record low, with an improvement of 14.64% from the previous year, as a Safety Liaison.
• Cultivated a highly diverse multilingual Team through engaging development activities and periodic check-ins.

Disney's Hollywood Studios - Walt Disney World, FL

• Coordinating the Entertainment Operations for Disney's Hollywood Studios.
• Collaborated with program managers to sustain standards for safety, courtesy, and efficiency in the execution of wide-ranging shows, with a focus on sustaining a curated guest experience.
• Upheld standard operating procedures, embodying the Disney brand while handling audience control and conflict resolution matters.
• Being handpicked to serve as team lead for the newly opened The Mystic Arts of Dr. Strange show, ensuring smooth behind-the-scenes operations.

Miami, Florida, United States

• Managed and executed large-scale events with budget up to 500,000 figures consistently meeting financial goals and delivering exceptional quality.
• Steered the planning and development of shows and events by scheduling the talent and rehearsals.
• Facilitated meetings with the cast and crew while addressing actions and plans for upcoming events.
• Communicated daily with Cast, Crew, and Guests in a high-stress environment with tight deadlines.
• Supervised the execution of the plan to meet excellent quality standards for our customer.
• Researched to find the best location and contacted suppliers of lighting and sound equipment.

Caracas, Venezuela

8th grade Music Teacher

Caracas, Federal District, Venezuela

• Lead production of 30 musicians and dancersWinner of 43 awards. 14 first places in different venues
• Created schedules for rehearsals, including implementing ideas for the improvement of the shows.
• Worked in fast-paced Music Festivals with more than 15 groups a day.
• Provided administrative support throughout the production life cycle.

Google Professional Certification, Project Management Certification

Master'S Of Arts, Entertainment Business

Bachelors Of Science, Business/Managerial Economics