Shane Carnahan Email & Phone Number

Winter Garden, Fl, Us

Winter Garden, Fl, Us

Orlando, Florida Area

• Manage all of the Walt Disney World Resorts hotel billing operations and Guest satisfaction for post visit Guests.• Mentor Cast Members on best practices, emerging trends, process improvements, and overcoming obstacles.• Founding member of Diversity and Inclusion Action Committee and point of contact for Guest facing D&I messaging.• Supported departmental rollout and transition for systems such as Guest Service Suite (GSS), Zendesk, and SnAPP.• Planned and led numerous call campaigns and projects providing partners with support and resources to recover unforeseen operational changes and the resulting impacted Guests.• Spearheaded an initiative to identify learning and training opportunities to improve the overall Guest experience, labor efficiency and overall productivity while implementing specific coding enhancements for the Guest management system.

• Support operation integration of MyMagic+ and enhancements for the Next Generation Experience (NGE) project while handling confidential and time sensitive information.• Build relationships and provide communication concerning new initiatives to multiple key players and Lines of Businesses. • Participate in data collection, interpreting, organizing results and tracking trends to report to Senior Leadership.• Act as a liaison between I.T. and front line Cast Members to identify technology impairments for MyMagic+ and escalate them to our System Analysts.• Establish validation procedures to confirm NGE components for immersive experiences at Magic Kingdom Park are properly functioning with minimal downtimes.

Magic Kingdom Park

• Model, actively teach, engage and reinforce the behavior associated with Four Keys/Basics with Cast Member.• Monitor and oversee operational staffing and communicating with Leadership, Cast Members and Key Partners. • Respond to all Guest situations, including physical or verbal disputes, emergency medical calls and lost children to provide appropriate support.• Introduce and develop a working knowledge of several company programs including; Automated Ticketing (ATS), Ala Carte, FASTPASS, OpSheet 2.0, Maximo, Knowledge and Lilo.• Restructured the on boarding and training process of Coordinators for all three main complexes.

Orlando, Florida Area

Operational Coordinator, Trainer and Facilitaor• Deliver an “End-to-End Service Experience” that will define a new level of competitive differentiation based on individualized, continuous, and proactive Guest Service.• Extend creative and high impact considerations to our Guests while being fiscally responsible in utilizing compensation.• Focus on continuous improvement by surfacing to leaders best practices, emerging trends, process improvements, and obstacles and questioning out of date practices.

Athens, Ohio

• Direct building operations ensuring the seamless and precise daily functions and special events while running within a two million dollar annual operating budget.• Responsible for coordination of three departments covering over 180,000 square feet of operating space with specific focus on building security and automation, property damage mitigation, loss prevention and implementation of new staff safety initiatives.

Bachelor Of Arts (B.A.), Sociology

Bachelor Of Arts (B.A.), Sociology - Criminology

Sociology Criminology and Psychology