Please reach out to william@spiritofadventuretravel.com if you are looking to book a trip or would like more information. Demonstrated expertise in Disney destinations, with in-depth knowledge of theme parks, resorts, and cruise lines.Proven ability to plan and organize all aspects of travel itineraries, including transportation, accommodations, dining reservations, and park schedules.Skilled in customizing vacation packages to meet the unique preferences and interests of clients, while ensuring a stress-free and enjoyable experience.Proficient in leveraging exclusive discounts, promotions, and insider tips to help clients save money and maximize their enjoyment of Disney attractions and entertainment.Strong communication and interpersonal skills, with a passion for providing exceptional customer service and building long-term client relationships.Detail-oriented and thorough, with a track record of ensuring that all travel plans and logistics are executed flawlessly.Dedicated to staying up-to-date with the latest developments in Disney travel, including new attractions, promotions, and policies.

Develop and continually enhance e-learning modules, training materials, and resources, ensuring they align with adult learning theory and instructional design best practices.Utilize Learning Management System (LMS) to deliver and track training content, enabling a seamless learning experience for new hires.Conduct training needs assessments to identify gaps in knowledge and skills, leading to targeted training solutions.Implement a blended learning approach, combining online and in-person training to accommodate diverse learning styles and preferences.Create interactive and engaging training exercises and simulations to reinforce learning objectives and improve retention rates.Employ evaluation and assessment techniques, such as surveys and quizzes, to measure the effectiveness of training programs and make data-driven improvements.Collaborate with subject matter experts to ensure the accuracy and relevance of training content and materials.Stay current with industry trends and emerging technologies in instructional design and training to continuously enhance the training program

Led and motivated a diverse team of CX Associates, fostering a culture of continuous improvement through guidance, coaching, and consistent feedback.Demonstrated exceptional problem-solving skills by managing nightly "Customer Experience closures," overseeing order outreach, and collaborating with the Operations team to resolve any shipment issues promptly and effectively.Collaborated with Team Leads from multiple offices to drive cross-functional consistency in meeting department Key Performance Indicators (KPIs) related to service levels and quality. Conducted end-of-shift recaps to ensure alignment with organizational goals.Spearheaded the establishment of a customer-centric culture within the team, acting as the primary point of escalation for customer issues. Ensured strict compliance with company policies and regulations while maintaining a high standard of customer service.

Logged store orders in an excel workbook to track EDI transmissions and ticketing requirements - including Shopbop, Zappos & Anthropologie.Created UPCs for tracking and reporting purposes across 50 fashion lines.Managed Intertrade and OpenText catalog. Updated and tracked county of origin inappropriate vendor portals.Assisted general manager and systems analyst with special projects as needed.Updated and maintained product content on B2B and B2C websites.Organize and manage photography for the website, line sheet, and catalog.Account Manager - Golden Goose Deluxe Brand 07/18 - 08/19Acted as a liaison between brand, buyers, and retail customers in every aspect of the business.Responsible for supervision of all aspects of the U.S. wholesale distribution including order processing, compiling orders for production shipping, shipment notification, EDI transmittals, and managing all customer order inquiries and complaints throughout the delivery process.Maintained high standards for Golden Goose Deluxe Brand and worked in tandem with the accounting team, both in the US and Italy.

Managed a team of 26 specialists across 90 hours of business operations to handle user, pharmacy, and provider escalations. Revitalized full-scale onboarding documents with the company and product updates to promote a more well-rounded first experience. Acted as the liaison between the Customer Experience Specialists, Leads, and Management team. Fielded questions by Customer Experience Specialists and use my deep expertise in the business, platforms, and industry to help resolve inquiries. Analyzed the Cx Specialists' performance by reviewing calls, emails, live chat conversations, and metrics. Worked closely with the Cx Leads to compile performance feedback for the Cx Specialists and conduct specialists' 2:1 meetings with either a Cx Lead or Cx Management present. Compiled a weekly report for Cx Management which will include details on the Cx Team's performance, escalations, culture, and summary of 2:1 meetings from the week. Provided support to a variety of sources, from doctors to pharmacies to patients in multiple channels. Provided direct customer feedback to engineering teams to improve the product and work side-by-side to resolve issues. Managed and onboarded specialists during the shift and provide ongoing training. Adhered strictly to HIPAA Guidelines for confidentiality standards. Lead CX Specialist | January 2017 - July 2017CX Specialist | September 2016 - January 2017

Supported Production Manager with all administrative tasks related to shipments, receipt, and handling of products, and production facility purchasing activities.Maintained relationships with purveyors of all fresh produce and other key ingredients for the production facility.Monitored daily deliveries for accuracy.Ensured adherence to company policies, safety standards, and manufacturing practices, including ongoing maintenance of facility certifications (i.e. Organic, Kosher, etc.).Maintained and resolved client issues and inquiries.Supported Client Services department with entering and processing orders, running and managing daily, weekly and monthly reports.Performed other duties and special projects as needed.

Managed the Dumbo Heights office of 1500 members from paperwork, occupancy, and event attendance, to member services and conflict resolution.Handled all membership inquiries via phone and email, scheduled and hosted tours, and manage all aspects of new member sign-ups.Planned and executed WeWork events (workshops, office hours, happy hours, and parties) by working with our sponsors and outside vendors. Created and sent weekly newsletter comprised of community updates, events, and member news/press.Helped manage building operations for people: supply ordering and management, budget, cleaning service management, and vendor relations.Utilized SalesForce to confirm, add leads, and follow-up with building tours as well as update reservable notes.Conducted daily tours and completed tour follow-up forms, along with updating the Sales Pipeline in Google Docs. Input daily sales projections using Chartio.Assisted the Community Manager with pending paperwork and open opportunities.Assisted with all inbound and outbound tickets in Zendesk.

Responsible for managing technical service-related operations, including mechanical and electrical. Responsible for designing and implementing improved processes or operational policies. Worked with Operations team to ensure that physical inventory levels are monitored and replenished as needed.Ensured that Jira tickets are updated with proper information for the tech team.Updated and maintained all support information for team members, third-party tech teams, and customers. Built and empowered better logistics handling to ensure more prompt deliveries.Responsible for pre-sales and customer support via email, web chat, and phone.Responsible for helping potential customers make their buying decision and assisting existing customers who may have questions about their purchase. Assisted customers with troubleshooting hardware and software problems.Streamlined contact between the support team and retail locations to enhance overall customer experience. Maintained shift to ensure customers are contacted within specific windows to ensure long-lasting relationships. Coordinated and delegated work to employees to ensure equality and support to customers.Helped to maintain boutique support via email, chat, and phoneOversaw the work of the Customer Experience team to ensure that all jobs are completed properly. Fluent in Zendesk, CMS, CRM, Jira, Shopify, and Shippo applications.Customer Experience, Team Leader February 2015 - July 2015Customer Experience Specialist October 2014 - February 2015

Monitored and managed over 25 customer accountsProvided technical information on parts for dealersProcessed return authorizations for parts via email, fax, and phoneWorked with Production Manager to edit current part information through all outletsCompleted daily tasks using AS400 softwareHelped to create a QR Code to improve the presence of the companies products and servicesHelped to update and improve the social media presence of the companyCreated and generated flyers and other marketing materials for current and future customersContacted customer's on various technical questions with partsMarketing Assitant July 2013 - April 2014Order Processor March 2012 - July 2013

Provided excellent customer assistance in busy fast food restaurant.Trained both new and current employees on all areas of the business.Balanced both cash drawers and safe at beginning and end of shift.Completed daily, weekly, and monthly inventory with other members of management. Monitored labor hours, cash flow and waste operations.BSM and ASM Certified