Disney World Customer Service Leader (Spanish)

Patricia Nievas

**** ****** **** **** ****** Haven, FL 33880 M: 863-***-**** ***********@*****.***

Objective

To obtain a rewarding position where I can utilize my strong Leadership, Customer Service skills and operational background to add value to your team.

Summary:

Experienced: Customer Service professional with years of experience in providing customer service and adept at handling various calls, while consistently resolving customer issues in a short time span.

Collected data regarding Walt Disney World Resort occupancy levels on a daily basis and ensured accurate data is received and documented.

Skilled in documentation and preparing detailed reports for the management team.

Highlights:

Customer Service skills and operational skills

Proficiency in Spanish

Communication skills

Computer literacy

Customer service orientation

Problem-solving

Attention to detail

Adaptability

Filing and Faxing

Documentation

Cash handling

Professional Experience

Coordinator Customer Service Guest Service Manager Cast Service Representative

Walt Disney World May 1999 - Mar 2020

Coordinator Disney Planning Center Mar 2017 – Mar 2020

Open new location; customer service; solve issues; inbound calls; faxing and filing; documentation; trainer; continually exceed sales goal; maintained stable work environment with rotating staff.

Guest Service Manager Disney Hollywood Studios Jun 2006 - Mar 2017

Safety advocate Labor Liaison.

Coach and develop a diverse team of Cast selling Disney ticket media.

Track Cast performance and provide training and development as necessary.

Partner with various marketing, training and sustainment teams to bring to life promotions such as the “Give a day get a Disney day” and the “Free on your birthday” promotions.

Insure my team members are up-to-date on our “Sales through Service Guidelines” and are effectively achieving or exceeding their goals.

Partner with leaders in all four WDW theme parks to share best practices and deliver strong sales results.

Foster an ecofriendly environment and engage Cast and Guests to participate in our wildlife conservation programs.

Sales Coordinator Disney Planning Center Jun 2005 - Jun 2006

Assist Guests staying outside of the Walt Disney World Resort hotel with planning their itineraries and answer various questions.

Provide personalized vacation itineraries while increasing multi-day ticket sales.

Arrange dining, recreation and entertainment plans by partnering with various partners across our property.

Think through Guest challenges and provide immediate service recovery with little or no supervision.

Additional accomplishments in this role:

Created a transactional tracking sheet and process flow for numerous resorts to ensure accuracy and ease of navigation when handling their clients.

Partnered with Summer Bay Resort’s activity department to implement Disney themed scavenger hunt and teen night for their Guests. This aided in the increase of their guest volume and overall participation in their guest programs.

Cast Service Representative Walt Disney World May 2004 – Jun 2005

Ensured over 1300 Transportation Cast records were kept current and accurate.

Assisted cast seeking shifts via the Overtime Hotline.

Monitored radios and assisted Cast and leaders with an assortment of needs.

Managed heavy inbound and outbound phone calls.

Front Desk Walt Disney World Disney Contemporary resort Oct 2003 –Feb 2004

Ensured all guests had a seamless resort check-in experience.

Assured all NPI rules were observed and executed while handling our Guests information.

Assisted with back office functions using the AS400 system.

Enhanced the Guest experience by making recommendations for priority seating and dinner shows and made priority seating for them.

Partnered with housekeeping and the concierge teams to resolve Guest concerns.

Night Auditor Walt Disney World Disney Contemporary resort May 1999 – Oct 2003

Collected data regarding Walt Disney World Resort occupancy levels on a daily basis.

Ensured accurate data is received and documented.

Sent detailed reports via email to management team.

Ensured changes are effectively communicated to our entire team in a timely manner.

Assisted with checking Guests in and out during third shift.

Ensured all Guest queries and needs were resolved during third shift.

Managed and handled cash.

Education

1990-1992 Barry University, Fl Major: Office Automation

1982-1984 Broward Community College Fl Major: General Studies

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