Experience

Macro Integration Services, Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Project Coordinator

  • Apr 2022 - Present



Portfolio Recovery Associates, LLC

• United States
• Financial Services
• 300 - 400 Employee

• Operations Support Associate

  • Sep 2019 - Apr 2022



AAA Carolinas

• United States
• Consumer Services
• 400 - 500 Employee

• Travel Agent

  • Jan 2019 - Aug 2019



Pepper Moon Catering

• United States
• Hospitality
• 1 - 100 Employee

• Sales Marketing Manager

  • Nov 2017 - Mar 2018

  Develop and execute marketing and advertising strategies to drive new business, including partnering in the development of creative print, radio, and social media content. Execute business development plan to increase corporate delivery in the Greensboro and High Point markets. Sell and service inbound event inquiries for corporate, social and community events throughout the Piedmont Triad marketplace. Develop and execute marketing and advertising strategies to drive new business, including partnering in the development of creative print, radio, and social media content. Execute business development plan to increase corporate delivery in the Greensboro and High Point markets. Sell and service inbound event inquiries for corporate, social and community events throughout the Piedmont Triad marketplace.



The Painted Plate

• Greensboro/Winston-Salem, North Carolina Area

• Event Manager

  • Aug 2017 - Nov 2017

  Event Manager and Server for one of the Premier Catering Companies in the North Carolina Triad Area. Responsible for the execution of both offsite and premium events at the Elm Street Center that include, food service, bar service, equipment rentals and set-up, and room set-ups. Partner with Event Sales and Third Party Companies to exceed guest expectations consistently, while managing teams of between 3 and 15 team members onsite. Event Manager and Server for one of the Premier Catering Companies in the North Carolina Triad Area. Responsible for the execution of both offsite and premium events at the Elm Street Center that include, food service, bar service, equipment rentals and set-up, and room set-ups. Partner with Event Sales and Third Party Companies to exceed guest expectations consistently, while managing teams of between 3 and 15 team members onsite.



Grandover Resort & Spa, a Wyndham Grand Hotel

• United States
• Hospitality
• 1 - 100 Employee

• Director of Catering and Conference Services

  • Nov 2016 - Aug 2017

  Lead a team of Convention Service Managers to provide World Class Experiences to both our new and repeat clientele that encourages them to refer our property and services to friends, family and industry colleagues. Support and grow our market share in intimate and custom weddings as both a local favorite and destination wedding venue. Provide consistent leadership that focuses on development of existing talent that promotes personal and professional growth within and outside of the Koury portfolio of resorts and businesses. Ensure that proactive communication between departments is a priority and foster an environment of open feedback and dialog between departments to encourage stronger relationships and overall growth. Show less



Disney Experiences

• Entertainment Providers
• 700 & Above Employee

• Consumer Insight, Measurements & Analytics Coding Manager

  • Jan 2013 - Oct 2016

  Lead a team of 10 team members responsible for reviewing open ended Guest verbatim data and applying numeric codes based on the themes and sentiment of each response. The team reviews over 1 million responses annually, at a rate of approximately 120 responses per coding hour, with an average of 85% of their work time engaged in the coding tool.Responsible for providing growth and development opportunities to team members including, product knowledge, research recaps, role specific recognition, and role shadows.Ensure a high quality final product is delivered to partners through the development of detailed quality review procedures and fostering an environment of open communication and proactive feedback between peers. Show less

• Consumer Insights, Measurements & Analytics Field Research Manager

  • Apr 2011 - Jan 2013

  Leading a team of 30 Cast daily working between 4 theme parks and 22 resort properties responsible for intercepting and collecting over 2500 in person surveys daily.Maintain and update reporting to ensure that departmental methodologies and quality standards for data collection are being followed by the Cast.Complete regular field evaluations of Cast to provide feedback on interception techniques and ensure departmental procedures are being followed for data collection.Responsible for planning and executing quarterly meetings to celebrate the Cast accomplishments and to provide deep dive reviews of completed research to assist the Cast in recognizing the value of the work they assisted in completing.Regularly be a resource for Cast to assist them in their professional development including connecting them with meet and greet or shadow opportunities across the various lines of business throughout Walt Disney Parks and Resorts. Show less



Walt Disney World

• United States
• Entertainment Providers
• 700 & Above Employee

• Event Sales Manager

  • Nov 2005 - Apr 2011

  Evaluate requests and secure appropriate function space for 2000+ internal meetings and events annually; balancing company fiscal goals with client's needs and expectations.Support all levels of Disney Cast from diverse lines of business to exceed their expectations, while understanding the uniqueness of each request and respecting the confidential nature of each event agenda.Develop and nurture relationships with internal clients to build trust and confidence in our processes, opening opportunities for future partnering and event planning.Provide metrics to partners. Extract internal event data from several different sources, analyze, and regularly report out on trends, volume and distribution to assist leadership evaluate labor needs and space utilization.Coordinate the planning and execution of Cast recognition events, community outreach, team building opportunities, and new hire orientations. Show less

• Catering and Convention Services Manager

  • Mar 2004 - Nov 2005

  Work with 350+ individual clients annually representing youth, leisure, and sports markets to execute contract details, to ensure a seamless guest experience from pre-arrival to departure including the development and planning of one of a kind event experiences.Build strong relationships through partnering and networking with events and operational cast from across the Walt Disney Company to create and plan memorable events for our clients that exceed their expectations while being conscientious of the client's overall budget.Provide exemplary and professional guest service through face to face, phone, or email interactions with clients and operational partners.Coach and mentor new salaried and hourly team members including assisting with technical training, problem solving, networking, and conflict resolution, while providing positive and developmental feedback throughout the learning process.Research the Latin American travel market to better understand client needs and to uncover and develop new revenue streams. Show less

• Catering and Convention Services Support

  • Oct 2000 - Mar 2004

  Develop and execute internal meetings and events by creating detailed banquet event orders and communicating to operational and event partners through multiple mediums, special client needs in an attempt to provide exceptional guest service and exceed the client's expectations.Assist Convention Services Managers in the creation of detailed event concepts and proposals to assist client visualize and better understand the specifics of the array of Disney product offerings.Monitor client contracts for critical dates within the agreement, while extracting booking details from various systems and proactively communicating with clients to resolve any room block, deposit or booking challenges prior to any contract deadlines.Partner with Convention Services Managers and clients to provide a seamless guest booking experience from signed contract to group arrival.Provide support to Convention Services Manager as required completing assigned tasks from multiple leaders and clients in a timely and efficient manner. Show less

• Graveyard Duty Manager

  • Sep 1998 - Oct 2000

  Collect financial and occupancy data from multiple systems. Analyze and report out nightly to resort leadership while also utilizing the data to predict upcoming trends to coordinate proposed rehabs, adjust available rooms for sale, maximize room revenue potential, minimize labor costs, etc.Provide quick and efficient check-ins at the resort front desk for both vacationing and business travelers, providing individualized service and assisting each guest with any additional arrangements they may require during their resort stay in an attempt to exceed each guest's expectations. Resolve guest issues by partnering with leaders throughout the resort in an attempt to recover the guest's overall resort experience Show less

• Restaurant Guest Services Manager

  • Mar 1995 - Sep 1998

  Manage large numbers of cast in various locations simultaneously ensuring that superior guest service is provided without sacrificing business efficiencies or service standards.Mentor frontline cast through one on ones and daily interaction to identify strengths, talents, education, personal dreams and goals, and together develop individual growth plans for each cast assisting them to reach personal or professional goals.Coach cast from all diversity groups with positive and developmental feedback as required based on actionable behaviors, providing specific examples to each cast, while also understanding and working within established union contracts and Florida labor laws.Work with third party vendors in multiple locations to capture daily revenue receipts, ensure Disney service and sanitation guidelines are met and all employees adhere to the Disney look standards.Work with team members to identify additional revenue streams for each venue, and utilizing guest and cast feedback to evaluate the success of each endeavor and develop a strategy for implementation if successful.Manage special projects as identified by leadership including planning Cast recognition events, team building opportunities, updating training and SOG materials, reporting reconciliation, planning and execution of special guest and Disney created events, etc. Show less