Regional Operations Manager

• Nov 2022 - Present

I’m this role, my goal is to not only create efficiencies in the operations of multiples restaurants, enhance the customer service skill of our teams, but to also find efficiencies in our franchise as a whole. Consistency is key to the success of our demographics.

Team Lead

• Aug 2022 - Nov 2022

Ordained Minister

• Dec 2018 - Present

Assistant Manager, Talent Development, Operations

• Apr 2017 - Nov 2022

In this role I support all Training initiatives for my client groups which includes Universal Orlando Resort Parking & Transportation and Entrance Operations. Working with such a diverse group of TM’s enhances my abilities to adjust and grow as an HR Training Professional.

COVID Response Team Specialist (Special Assignment)

• Jan 2021 - Jul 2021

Talent Development - Service Coach

• Aug 2016 - Apr 2017

Quality Assurance Supervisor

• Feb 2013 - Aug 2016

I have supervised the Quality Assurance program at the Orlando Contact Center since February 2013. My team is responsible for monitoring our Floor Agents, New Hire training class and our Guest Correspondence team. Our goal is to ensure the best customer service possible by following our Guest Service Basics culture.Part of my direct responsibilities include but are not limited to the following:*Scoring agent calls*Provide feedback on the monitoring forms*Create and maintain new and existing Quality Monitoring Guides and Forms*Enter the agent scores in our Metrics Database*Conduct weekly Calibration Sessions with our Floor Operation Supervisors*Conduct the Quality training for our New Hire classes each month*Present our monthly numbers/averages to our Leadership Team*Create and maintain my teams work scheduleI have also worked the following within the company:*Floor Operations Supervisor - SEA Orlando Contact Center (1.5 years)*Merchandise Assistant Supervisor - SeaWorld Orlando, Aquatica Orlando, Discovery Cove Orlando and the Orlando International Airport SW Gift Shops (2 years)*Guest Service Assistant Supervisor - Busch Gardens and Adventure Island Tampa (6 months) Show less

Supervisor of Operations, Orlando Contact Center

• Jun 2012 - Feb 2013

Assistant Supervisor, Merchandise

• Jan 2010 - Jun 2012

Assistant Supervisor, Guest Relations

• Aug 2009 - Jan 2010

Guest Relations Host

• Jul 2009 - Aug 2009

Cashier Manager & Retail Manager

• Jan 2007 - Sep 2008

I was responsible for the daily operation of 3 admission gates along with 2 merchandise shops. Our team was of approximately 50 team members that were crossed trained in both areas providing us greater coverage. This park was a seasonal park due to being located in Western New York. We had about 100 days out of the year to impress our guests and to produce memorable memories for them and their families.Part of my direct responsibilities include but are not limited to the following:*Make weekly schedules for the team members*Maintain the admission gates and made sure the flow of traffic was smooth*Delegate tasks to the team members to ensure that our team worked together *Ran and distributed daily reports to the park owners*Was responsible for the cash control in the department*Conduct training for New Hires in both areas*Responsible for inventory control in both shops*Made weekly orders for the shops*Was responsible for the hiring and termination of team members*Conducted Park Orientations and also Department Orientations*Went to local areas to recruit at the beginning of the season*Worked closely with the owners to make sure the summer season went well*Communicated with other department to assist with short staffing as needed Show less

Stock Leader

• Jan 2005 - Jan 2007

Cashier

• Jan 2004 - Jan 2005

Catering

• Jul 2003 - Jan 2004

Busser

• Jan 2001 - Jul 2003