Highly enthusiastic customer service professional with 3 years client interface experience; results-driven Lead Supervisor with proven ability to establish rapport with clients and team members, Lead Supervisor with extensive knowledge of the tourism and theme park industries; energetic, outgoing and driven to reach company goals.
Strong organizational skills
Active listening skills
Seasoned in conflict resolution
Sharp problem solver
Energetic work attitude
Adaptive team player
Researched, calmed and rapidly resolved client conflicts to prevent loss of key guests.
Trained team members assigned to location while performing necessary responsibilities.
Communicated status of location, concerns and other necessary information to supervisors regularly.
Communicated to Team Members regarding training, personal achievement, policy/procedure changes, and documentation, especially that unique to the location.
Park Operations Lead Supervisor02/2014 to CurrentSeaWorld Parks and EntertainmentBusch GardensWilliamsburg, VA
In addition to those responsibilities required in the Ride Attendant position, the Lead Supervisors primary responsibilities include directing personnel at the location including training, scheduling of breaks and rotations, and ensure all park and departmental policies are enforced.
Also responsible for daily monitoring of crew to ensure that all department and park policies are being met, ensure team members are trained according to department and park guidelines and are following all safety procedures and Standard Operating Procedures, promote guest friendliness within the entire crew, handle guest complaints as they arise, ensure location is clean as well as ride units, rotate crew members using rotation and ensure that everyone receives proper breaks in a timely manner, complete all daily and nightly paperwork, ensure that team members are following correct Kronos procedures, communicate with Assistant Business Unit supervisors, informing them of all concerns and location status and handle documentation as needed.
Successfully resolved situations within the crew as problems arose regarding personal achievement, guest complaints, and overall work performance.
Ride Attendant03/2013 to 02/2014SeaWorld Parks and Entertainment
Busch GardensWilliamsburg, VA
Primary responsibilities include safely operating the rides, always remaining attentive and prepared for emergency situations which might arise; maintaining a friendly, courteous attitude toward guests and give assistance whenever possible; enforce all safety, park and department policies at all times and consistently demonstrate excellent guest interaction and "hospitality" skills at all times; at different times, will assist in evacuation of ride, which may require climbing; assist guests on/off rides; physically pulling up on safety restraints to ensure they are locked properly; give a safety spiel before and after each cycle or during each cycle if a situation dictates.
AMC Passenger Service Agent Federal Contractor08/2011 to 12/2012
Burns & Roe.
The passenger service agent (PSA) works at the airport or terminal and responds to passengers needing special assistance.
The PSA acts as a ground host or hostess and is highly visible and helpful to the public.
PSAs provide assistance and related customer services at the ticket counter, gate and baggage areas of the Air Mobility Command.
Duties include servicing customers by performing meet and greets, check-in, aircraft boarding, deplaning and public announcements; handling unruly, upset or angry passengers; providing reports as required by AMC instruction.
Must also be able to distinguish between different types of government travel orders, determine appropriate travel types, and accurately charge and procure money and make change if necessary.
Bachelor of Science: Parks, Recreation and Tourism Studies Tourism Management2016Old Dominion UniversityVAGPA: GPA: 4.0Concentration in Tourism Management Member of The National Society for Leadership and Success
ScienceThomas Nelson Community CollegeHampton, VAGPA: GPA: 4.0
Public HealthAmerican Military UniversityCharles Town, WV
High School Diploma6 2010W.T. Sampson High SchoolFPO, AE, 09593GPA: GPA: 3.43
CPR and First Aid certified. Extensive Customer Service Experience. Training of Trainee (TOT) Certified. Member of the International Association of Amusement Parks & Attractions.
CPR/First Aid, Customer Service Experience, Instruction/training, Kronos, materials, personnel, policies, procedures, project coordination, reporting, safety, scheduling, Supervisor, telephone, transportation, careful and active listener, professional and friendly, strong public speaker, Multi-tasking, coordination, prioritization, communication