Customer Service

Caroline Carroll

Winter Garden, FL ***** cell: 407-***-**** email: *********@*******.***

Groups Phone Specialist

Walt Disney World Orlando May 2022 – Present

Subject matter expert for Disney products, resorts and theme parks

Work closely with guests as they navigate the “My Disney Experience” application and website

Responsible for providing white glove services and solutions, attentively monitoring all incoming requests, managing questions, mitigating risks, and addressing schedule conflicts

Assisted with the Central Florida Sales Summer Blitz in generating ticket sales for a special promotional offer

Point of contact for Guests looking to book and host an event with Disney

Assist with the coordination of on-site events ranging from family reunions, corporate conferences, Disney's Fairy Tale Weddings, youth programs and sports events held at the ESPN Wide World of Sports Complex

Vocational Rehabilitation Counselor

Service Source division of Vocational Rehabilitation July 2017 – May 2022

Managed a caseload of 150+ participants, providing each with career guidance and counseling

Maintained state compliance and adhered to all vocational rehabilitation policies and regulations

Exceeded numerical fiscal year goal in February 2022, fiscal year ended in July 2022

Promoted to Intake Specialist and Vocational Rehabilitation Counselor within a year

Handle confidential, sensitive information

Guest Services Coordinator Jun 2016 – Mar 2018

Universal Studios Orlando

Responsible for addressing guest inquiries, providing solutions and handling escalations

Assisted with ticket sales across the three theme parks including special events

Responsible for a $1000 bank for cash handling transactions

Assisted with special events such as New Years Eve on the red VIP carpet

Awarded Star of the month Dec 2016 and Bravo Award winner February 2017

Employment Manager

Hyatt Hotels and Resorts Bethesda Dec 1992 – Mar 1999

Years of increasing responsibility and numerous promotions, overseeing various functions within Guest Services, Front Office and Human Resources

Developed full lifecycle recruiting and retention strategies, employee engagement initiatives, and hosted hiring events

Partnered with hiring leaders on staffing needs, understanding business objectives, crafting job descriptions and filling roles

Coached managers on bias interruption, hiring and interview best practices across all levels

Awarded Manager of the Fourth Quarter in 1997

My Multilingual skills enhanced communication with diverse team members

Resolved multiple guest concerns effectively

Skills: MS Office, LinkedIn, Travel & Tourism Platforms, HRIS systems

Languages: Fluent in Spanish, French and English, conversational Italian

Education: Columbia Southern University BA, Psychology GPA 3.94

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