Qualified Customer Service Professional with 23+ years experience in fast -paced customer service, guest relations and retail environments. Personable and professional under pressure.
Exceptional telephone etiquette
Advanced word processing
Fluent in German
Official Notary of the Public
Guest Relations training
Excellent planner and coordinator
Reliable and punctual
Cash handling experience
Exceptional communication skills
Strong work ethic
Accurate and detail oriented
Adaptability and responsiveness
Courteous and helpful
Received 5 “exceeds expectations” ratings on performance reviews in the past year.
Moved from hourly to salaried position within the last year to train and lead others.
Walt Disney Parks and Resorts U.S., Inc.Lake Buena Vista, FloridaImmigration Compliance Specialist10/2015 to Current
Program Administrator for all Q-1 (Cultural Exchange Visitor) related programs at Walt Disney World.
Program Administrator for P-1 and P-3 visa (Entertainers, Athletes, Culturally Unique Artisans), TN (NAFTA Agreement) and O-1 (Individuals with outstanding abilities) for Walt Disney World.
Lead and guide two coordinators to successfully process Q-1 petitions, extensions, substitutions and replacements.
Trip Partner for Recruiting Trips for the Q-1 and J-1 SWT programs at Walt Disney World.
Walt Disney Parks and Resorts U.S., IncLake Buena Vista, FloridaImmigration Coordinator and Executive Assistant01/2012 to 10/2015
In charge of processing of all Walt Disney World Q-1 Visa Petitions including extensions, substitutions and replacements for our Cultural Representative Program.
Partnering with Procurement Allies and Embassies around the world to ensure smooth on-boarding of 1700+ new international cast members every year.
Petitioning for P-1, P-3 and TN visa holders to ensure new or continued employment.
Supporting the Director of Immigration Compliance by maintaining Outlook calendar, setting up meetings and answering his phone.
Walt Disney World® ResortLake Buena Vista, FloridaImmigration Representative01/2011 to 01/2012
Partnering with internal clients to ensure visa compliance for their cast members.
Petitioning for O-1, H-1B, P-3 and TN visa holders to ensure new or continued employment.
Researched statutes, decisions, legal articles and codes.
Investigated facts and law of cases, using pertinent sources to determine causes of action and to prepare cases.
Contacted clients to schedule appointments and discuss the progress of cases.
Acted as first point of contact for all clients.
Conducted blue-sky research.
Walt Disney Parks and Resorts U.S., Inc.Lake Buena Vista, FloridaImmigration Compliance Coordinator09/2008 to 12/2010
Processing of Visa Petitions for all future International Walt Disney World Resort, Disneyland Resort and Disney Cruise Line Cast Members on time limited work contracts.
Researched statutes, decisions, legal articles and codes.
Walt Disney World/Affinity/ Disney Cruise LineKissimmee, FloridaProduct Development Coordinator10/2006 to 09/2008
Merchandise Sample Coordination - provide filter process for vendor samples for approval - art work to Disney Design Group, trim approval to Product Development.
Product Integrity/ Testing - follow-up with all appropriate parties to ensure that all merchandise conforms to Federal and Disney Safety Guidelines.
Contract and Policy Compliance - Maintain the Integrity of Company by ensuring Social Compliance, Labor Standards, Licenses, Trademark and Copyright laws are met by vendors and products.
Communication - Liaison between vendors and product developer - ensure that purchase orders are received and filled on time.
Coordinate new vendor set-up information with Product Developer, Contract and Policy Compliance, Accounts Payable, Merchandise Inventory Control and Purchase Order Management.
Monitor the purchase order website daily and communicate with Product Developer, Specialist and Planner to complete requests.
WDW/Epcot College & International ProgramsLake Buena Vista, FloridaCoordinator09/2001 to 10/2006
Coordination of arrival process for Cultural Representatives (approx.
1000 each year) and International College Program participants (approx.
1500 each season - Summer/Winter) including booking flights, transportation, work contracts, Immigration and Social Security processing.
Partnering with International Recruitment, Immigration Compliance, Disney Housing, Price Management and Park/ Resort management to streamline the arrival experience for new cast members.
Planning and coordination of events, school visits and presentations involving International Cast Members sharing their culture.
Coordination and hosting of Leadership/ Training Coordinator International Program Overviews.
Established the reporting system for Epcot College & International Programs including the CIPO Library Utilization Report, Weekly Activity Report as well as the Quarterly Activity Report to be presented to Executives.
In assistance with Immigration Compliance updated and improved the Travel Tracking Process for International Cast Members on time limited work visa status (Q-1, J-1, H2B, etc.).
Walt Disney Parks and Resorts U.S., Inc.Lake Buena Vista, FloridaVIP Tour Coordinator04/2000 to 09/2001
Organized and coordinated working and vacation itineraries for Day Guests and Celebrities visiting the Walt Disney World Resort.
Processed all VIP Tour and Event billing, constantly communicated with Catering, Transportation, Guest Relations, Resort/ Concierge, Attractions, Food & Beverage, Merchandise and Spa Operations all over property to create a seamless VIP Tour experience for our Guests.
Supported events and conventions with VIP Tour Guides, Transportation etc.
Walt Disney Parks and Resorts U.S., IncLake Buena Vista, FloridaGuest Relations Hostess/ VIP Tour Guide02/1998 to 04/2000
Member of the Opening Team of Disney's Animal Kingdom.
Assisted with every aspect of Guest Service including ticketing, dining, Lost & Found, park tours, Hospital/ First Aid transportation to general WDW information for our Guests.
Successfully completed the VIP Tour Guide Interview and 2 week Training period to be able to host Guests on Walt Disney World Property, Disney Cruise Line as well as the Central Florida area.
Implemented a Guest Service Recovery system to assist with immediate recovery of situations.
Received the "Partners in Excellence" Award in 1999 during my time at Guest Relations.
Walt Disney Parks and Resorts U.S., IncLake Buena Vista, FloridaMerchandise Hostess/ Germany Pavilion11/1993 to 02/1998
Generated sale reviews and assisted management with sales reports.
1996 - Accepted to and accomplished the "Crossroads to Leadership" Program Disney Trainer, Guest merchandise request line trained, doll maker in the Toyshop 2 month Cross-U as Control Stocker in the Germany/ Italy/ Village Traders business unit.
Assisted Guest Artists during Disneyana and Teddy Bear & Doll Conventions.
Alfred Teves GmbH (now Continental)Frankfurt, Germany, HessenPrototype Development Coordinator07/1992 to 09/1993
Prototype Production - Supervised every aspect of the prototype ABS/ Anti-Skid brake system production.
Changed/ created part drawings for brake prototype parts.
Bachelor of Science:Mechanical Engineering/ DraftingHeinrich-Kleyer Business Academy, Frankfurt, GermanyMechanical Engineering/ Drafting Mechanical Engineering ½ Year Education with Internship in the Drafting Department at Alfred Teves GmbH (now
Continental Teves AG&Co.) Coursework in Math, Physics and Chemistry Coursework in Drafting, Computer-Aided Design (CAD) and Computer-Aided Manufacturing (CAM)
Cash register and cash handling, Customer Service Experience, Communication skills, German, Inventory Control, Invoice processing, Order Management, Product Development, Recruitment, Trainer
Volunteer at Pet Alliance of Greater Orlando
Previous Merchandise/ Customer Service experience at
Ross - Dress for Less (Seasonal Part-time - Cashier/ Fitting room)
Domino's Pizza (Part-time Pizza Delivery Driver)
Gap (Seasonal Part-time - Cashier/ Fitting room)
Bealls Florida (Part-time - Cashier, Junior Department Associate)