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Customer Service Manager

Location:
Garden Grove, California, United States
Posted:
October 06, 2016

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TERRY L. PRINCE **** Lenore Avenue

Garden Grove, CA 92845

T: 714-***-****

E: acwx25@r.postjobfree.com

SPECIALIZATION STATEMENT

Client service professional specializing in entertainment industry management, marketing and customer service.

EXPERIENCE

AIReS Relocation – Huntington Beach, CA

RELOCATION SPECIALIST MAY 2015 to JUNE 2016

Coordination of the household goods movement, storage and customs clearance of transferee’s shipments. Coordination of Orientation, home finding and settling-in services for transferee’s in their new home location. Coordination of Language, Cultural training and Immigration Services. Coordination of Temporary Housing, Travel Assistance and auto/furniture rental and lease assistance. Provide Expense Management as well to transferee’s in new home location

The Disneyland Resort Anaheim, CA

GUEST EXPERIENCE SERVICES/GUEST COMMUNICATIONS JANUARY 2011 TO MAY 2015

Serve as a liaison between upper-level management and executives. Create appropriate customer service solutions when addressing escalated guest concerns regarding the Theme Parks, Downtown Disney and the three Resort Hotels. Cultivate partnerships between multiple lines of businesses to strengthen inter-department relations.

GUEST RELATIONS LEAD, TRAINER, & VIP HOST OCTOBER 2005 TO DECEMBER 2010

Responsible for supervising and managing 150+ employees on a daily basis. Serve as a liaison between upper-level management and hourly employees. Create appropriate customer service solutions when addressing escalated guest concerns. Support fellow employees in a supervisory capacity while resolving, complex and often sensitive guest concerns. Cultivate partnerships between multiple lines of businesses to strengthen inter-department relations. Ensure proper employee staffing for the successful operation of each location. Train new and tenured employees in select department locations. Ensure employee quality through observation and performance evaluations. Official VIP Host and media spokesperson for the Disneyland Resort and the Walt Disney Company. Instrumental in the development and training for seasonal tours that revolutionized guest attendance and rejuvenated the Disneyland Guided Tours revenue. Instrumental in the revamping and rewriting of the famous holiday “Disney’s Happiest Haunts” Tour for the Halloween Time Season at the Disneyland Resort.

RESERVATION SALES AGENT APRIL 2003 TO MARCH 2004

Increased incoming revenue by expounding a wealth of Resort knowledge to potential guests that showcased the benefits of vacationing at a world-renown tourist destination. Answered a high volume of inbound phone calls pertaining to Resort reservations. Assisted in planning and processing guest vacation requests.

ATTRACTIONS LEAD, TRAINER & CAST MEMBER DECEMBER 2000 to JUNE 2002

Supervised and managed 150+ employees in a high profile area of Disney’s California Adventure theme park. Resolved guest concerns quickly and efficiently in a supervisory capacity. Trained recently hired employees through a combination of on-the-job training and policy orientation. Developed a new Cast Member operations manual (SOP) detailing emergency procedures and standard operating policies.

FOOD SERVICE, CULINARY LEAD & TRAINING DECEMBER 1986 to MAY 1993

Responsible for supervising and supporting over 150+ employees in a broad food and beverage complex servicing a substantial portion of Disneyland park. Ensured employee compliance to both State and Federal Board of Health regulations. Provided on-the-job training for newly-hired employees, department transfers and upper-level management in park-wide food service departments. Evaluated employee performance and provided insightful feedback that contributed to the individual success of each trainee. Created a new employee operations manual (SOP) detailing emergency procedures and standard operating policies.

Shea Properties Seaside at Laguna Heights – Laguna Hills, CA

LEASING CONSULTING JUNE 2002 to NOVEMBER 2002

Greeted and welcomed potential residents by evaluating resident living needs, conducting tours and showcasing the property benefits. Conduct resident move-in administrative procedures including lease signings and renewals. Implement a resident retention plan in order to maintain and promote the goals of both the individual property and the Shea Business Properties company. Execute a Professional Development Plan (PDP) in efforts to increase professional development within the company.

Lions Gate Entertainment – Los Angeles, CA

MANAGER OF EXHIBITOR RELATIONS MARCH 2000 TO OCTOBER 2000

Responsible for all promotional and marketing materials for Lions Gate films including distribution in both the national international arena. Developed, negotiated, and managed extensive radio, television, cable, print, internet and national sponsorship promotions. Attended monthly manager meetings across the country to promote all current and upcoming films from Lions Gate Entertainment and local theatre managers and staff. Formulated and reported weekly trailer placement and tracking for sales force and upper management. Implemented film premieres in Los Angeles, New York and 12 Western states.

Sony Cinema Products Corporation – Culver City, CA

MARKETING SERVICES MANAGER, THE AMERICAS & PAN PACIFIC AUGUST 1996 TO MARCH 2000

Supervised trade-show marketing activities and logistics in both domestic and international sales markets. Regulated and built SDDS Worldwide Theatre Install Database, including mass marketing updates in US and European locations. Graphic designer for the divisional output for all trade magazines, monthly advertising, tradeshows and special events. Webmaster for SDDS website including design, layout and updates.

SKILLS

Strong management experience, including direct employee supervision, inventory and purchasing administration, and quality control supervision. Proven superior customer service, communication and interpersonal expertise. Ability to handle multiple tasks. Detail oriented, highly organized, excellent typing skills with strong Macintosh and PC computer experience. Proficient in Java script and HTML programming.



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