Manager Customer Service
Resume:
Terry E. Thomas
Orlando, FL ***06
******@***.***
Profile
Highly motivated and enthusiastic Training and Development Manager with Masters Degree and extensive experience in presentations, public speaking and organizational development. Superior verbal and written communication skills; able to effectively engage with diverse audiences.
Areas of Excellence:
Program Design
Quality
Innovation
Financial Expertise
Word, Excel, PowerPoint, SAP, LMS, Workbrain
Cultural training experience/expertise
Employment Experience
Lake Highland Preparatory School (2014-2017)
Performing Arts faculty, middle and high school
Checkers Drive-In Restaurants (2015 P/T)
Created, organized, and storyboard crew and manager training programs, including objectives and competencies
Dunkinbrands, Inc. (Dunkin Donuts/Baskin-Robbins Restaurants) (2011-2014)
Franchisee Global Learning Manager (2012-2014)
Maintained class schedule and sole manager of training facility, facilitating Company History, Guest Service Standards, Product Build, Equipment Usage and Maintenance for new franchisees
Area Learning Manager, Florida (2011-2012)
Created Restaurant Manager Training, facilitated area meetings, implemented new Learning Programs, participated in new store openings, performed operations reviews
Walt Disney World Resort 1989-2009
World-renown leader in quality, excellence and customer service
Area Training Manager, Operations Learning/Development, Disney University (2008-2009)
Implemented New Guest Service Standards “The Basics”, and trained over 55,000 Cast
to perform high quality Guest experiences
Global Facilitation Manager, Operations Learning and Development (2007-2008)
Trained, coaching, scheduled, and provided feedback for 112 facilitators
Global Training Manager, Operations Learning and Development (2005-2007)
Led team for system-wide Orientation Programs, including facilitation, delivery, and content
Performance/Theming Coach, Disney’s Animal Kingdom (1999-2005)
Provided feedback and coaching through training and observation for park-wide operations,
including Attractions, Merchandise, and Food and Beverage
Entertainment Business Coordinator (1996-1999)
Budgeted and maintained Special Projects Budgets under $25K, and ongoing project reporting
Business Coordinator, MGM Studios (1990-1996)
Created and maintained park-wide budget of $25M
American School of Kuwait 1983-1986
Performing Arts Coordinator
Hamilton Southeastern High School 1983-1986
Band Director
Affiliations and Commendations
Member, American Society for Training & Development
Contributed $4,000 to The Orlando Chorale through participation in Disney Voluntears Program.
Member of 2009 Heritage and Leadership Training Team (48 selected throughout company).
Produced savings of $150K in labor dollars through restructuring of scheduling procedures.
Led company-wide initiative outlining employee use of Disney heritage examples with visitors.
Original recipient of Partners in Excellence award (top 5% of labor force), WDW
Developed and implemented Cultural training programs for employees from Africa and Asia
Received cash bonuses for outstanding work in budget development
Educational Background
Bachelor’s and Master’s Degree in Music Education, Indiana State University
Special Interest and Abilities
Weight training, travel, house renovation, music and theater
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