Experience

Imprint Events Group

• United States
• Events Services
• 1 - 100 Employee

• Event Producer

  • Jan 2023 - Present



Experience Rafa LLC

• United States
• Professional Training and Coaching

• Culture & Customer Experience Consultant

  • Nov 2020 - Present

  Work with leaders in developing their own service framework to aid in harmonizing an onsite and remote engaging workforce with a service-oriented mindset while identifying training and development needs for all levels within the organization. Identify key areas and develop metrics with collected data from surveys and other sources to form strategies initiatives to elevate the end-to-end customer journey. Design workshops with a hands-on approach to prepare team members with an energized service mindset for a high level of engagement. Guide the team to look for opportunities to exceed customer expectations and recover a service moment when needed. Show less



PHH Mortgage

• United States
• Financial Services
• 700 & Above Employee

• Manager, Team Member Experience

  • Sep 2020 - Oct 2022

  Responsible for a variety of activities to create, promote and foster a work culture of accountability, recognition, and reward. Played an instrumental role in harmonizing an onsite and remote workforce to create an engaging work experience, while identifying training and development needs for all levels within the organization. Led efforts in revamping employee onboarding to a more robust, inclusive, engaging, and informative program that involved representation from different business units and management. Created and executed a communication strategy for Direct Lending in partnership with the leadership team. Stood up the LGBTQ+ Employee Resource Group to include all global staff. Provided education, support and a safe and inclusive workspace for all team members including India and the Philippines, through engaging webinars and forums. Show less



(USTA) United States Tennis Association

• United States
• Spectator Sports
• 700 & Above Employee

• Manager of Guest Experience

  • Jul 2016 - Jun 2020

  Partnered with the Disney Institute to create a service framework which became a blueprint for our service culture that began to cascade into other sections within the organization. Manage and cultivate the Customer Experience for the USTA National Campus in Orlando. Establish metrics to evaluate the guest experience and share the feedback with department heads to influence operational changes to improve the overall experience. Lead efforts with the NY National Tennis Center in adopting our new service culture. Launch a communication strategy with marketing to enhance touchpoints and utilize its digital assets for internal and external communications. Created a recognition team to keep employees energized and engaged with their customers. Collaborate with Section and District Executive Directors to lead staff training, with interactive customer service training workshops. Assist with the player experience at the US Open. Conduct needs analysis of all aspects of the entire player experience, from transportation, locker rooms, physio, concierge and player dining. Make recommendations and implement operational changes to ensure smooth transitions. Facilitate customer service training for all supporting areas. Developed and organized the National Campus Ambassador (volunteer) program. Work closely with Events staff, Player Development, and Collegiate on proper assignment of ambassadors to engage and energize the spectators for all major events for ex; College MatchDay, NCAAs and World Team Tennis. Show less



Caribe Royale Orlando

• United States
• Hospitality
• 200 - 300 Employee

• Training Manager

  • Jan 2008 - Jun 2016

  Managed the development and implementation of training programs for all employees pertaining to their various roles in the organization.Conducted the best new hire orientation in Central Florida and supported a seamless on-boarding by maintaining contact through their 90 day mentoring period.Partnered with senior leaders to consistently bring creativity and innovation to drive customer service scores. Implemented a successful customer service training program resulting in increasing our TripAdvisor ranking from 125 to 71 out of 363 hotels in 6 months.Worked with colleagues to ensure communication of development and maintenance of programs guidelines as well as deployment and effectiveness of training process, program and projects.Recruited, managed, and developed a core of qualified mentors within each department committed to delivering training that supports organizational goals and reinforces high service standards. Advised and provided information to staff members regarding programs, policies and procedures related to various training and development issues and concerns.Evaluated emerging trends in training techniques and tools to incorporate new information into modifications and or design new materials.Primary contributor on the safety committee in OSHA compliance with regulatory training. Author and publish quarterly newsletters and coordinate employee events. Show less

• Convention Services Coordinator

  • Oct 2006 - Mar 2008

  Interact directly with group contacts and convention services managers, ensuring adherence to customer service, guest satisfaction, a positive attitude and maintaining a strong work ethic.Assist convention services managers in all areas of convention planning by implementing introduction letters and assembling meeting planner kits. Generate convention resumes, banquet event orders and program outlines per the client specifications and requirements by using Delphi. Create diagrams and suggest layouts to clients with the use of Meeting Matrix software. Verify rooming lists and room pickup per contract. Complete VIP/Amenities per client’s request. Correspond with all departments regarding all functions. Show less

• Recruiting Coordinator

  • Jan 2005 - Oct 2006

  Filled open positions with talented and qualified candidates that fit the company culture.Recruit, interview and track all potential employees for all positions and levels within a 1383 room resort. Communicate with all department managers to develop recruitment strategies. Assist in the overall operations of the Human Resources Department. Maintained accurate confidential employee records. Provided support in the areas of Payroll, Benefits, Employee Relations and Retainment.



American Red Cross

• United States
• Non-profit Organizations
• 700 & Above Employee

• Instructor

  • 2008 - Jun 2016

  Certify in CPR/AED and First Aid Certify in CPR/AED and First Aid



National Restaurant Association

• United States
• Restaurants
• 400 - 500 Employee

• ServSafe Food Safety Instructor/Proctor

  • Feb 2008 - May 2016



Authorized eTIPS Reseller

• United States
• Education Administration Programs
• 1 - 100 Employee

• TiPS Certified Instructor

  • Feb 2008 - May 2016



Orange County Property Appraiser, Florida

• United States
• Government Administration
• 1 - 100 Employee

• Customer Service Specialist

  • Dec 2002 - Dec 2004

  Provide information of tax assessments for real property. Conveyed accurate legal descriptions of all parcels and warranty deed interpretations while adhering to established office policies and requirements set forth in existing Florida Statutes. • Selected to contribute to departmental cross training, job sharing, and job duty reorganization efforts. • Worked with leaders to launch the senior tax exemption program. • Assist with community outreach initiatives Provide information of tax assessments for real property. Conveyed accurate legal descriptions of all parcels and warranty deed interpretations while adhering to established office policies and requirements set forth in existing Florida Statutes. • Selected to contribute to departmental cross training, job sharing, and job duty reorganization efforts. • Worked with leaders to launch the senior tax exemption program. • Assist with community outreach initiatives



Hyatt Hotels Corporation

• United States
• Hospitality
• 700 & Above Employee

• Guest Relations / Front Office / Group Reservations

  • Jun 1996 - Jun 2000



Walt Disney World

• United States
• Entertainment Providers
• 700 & Above Employee

• Cast Member/Performer

  • Sep 1989 - Dec 1993