Planning Analyst – Disney Reservation Center 2011

• Implement short-term forecast using marketing efforts, long-term forecast; strategic and tactical assumptions that best align with trends and market behavior.
• Create and implement models for departments relying on volume related material as well as non-volume related data, requiring analysis of workload, headcount, and productivity, along with participation in the AOP, 5YP, and monthly goal setting sessions; utilizing tools such as Aspect eWFM and SAS/EG.
• Participate in staffing and marketing meetings to best utilize the resources and tools available to assist in partnerships with the Labor team to best manage staffing levels, based on seasonality, distribution changes, call trends, historical guest behavior, and future marketing tactics.
• Shared direction and training of 4 hourly employees on the small, highly functioning team.

Labor Manager – Disney Reservation Center 2008 – 2011

• Effectively manage labor for Consumer Travel Industry Sales (CTIS), Disneyland Paris and Live Chat/eCommerce, while partnering to manage backstage labor for niche groups; such as Disney Planning Center and Group Reservations. –Approximately 1800 Cast Members overall.
• Direct and develop team of 8 Cast Members (Statistical Associates, Statistical Specialists, and Labor/Deployment Coordinators) in Operating Labor Management/Scheduling and Deployment.
• Driving process improvements, which have increased processes in SharePoint, Excel, and PDF format to reduce waste and access better report-out and record keeping.
• Improved processes incorporating increased technology and eliminating paper work on items such as, internal transfers within communities (departments), utilizing the Disney Hub to post results for shift bids and tenure rankings. These improvements also helped mitigate paper usage, as the team saved $2,500 on average annually reducing paper on shift bids and tenure rankings.
• Continually analyze data to recommend potential process improvements and Call Center staffing efficiencies. Analyze team efficiencies to determine work that can be eliminated to streamline processes and increase financial savings.
• Coach direct team as well as mentoring several Cast Members on the sales floor for guidance, clarity in policy and potential solutions to concerns around personal and scheduling needs.
• Partner with Forecasting colleagues to plan and implement shift bids, internal transfers, and realignments to effectively manage staffing levels, while also managing occupancy and handling percentages within four site locations (Orlando, Tampa, Paris, France, and Anaheim, CA), and outsourced teams as well.
• Leverage Forecasting and Deployment teams to discuss weekly staffing needs and adjust schedules as needed with effective and strategic communication.
• Authorizer of WorkBrain (payroll system) for all hourly employees of the Disney Reservation Center, along with partner and niche business associates.
• Facilitation of eWFM training to contact center sales agents as well as support staff.
• SAP SuperUser

Statistical Specialist-Labor – Disney Reservation Center

2007 – 2008

• Proactively run reports, and utilize SAP along with eWFM (Aspect) and CMS to efficiently perform duties related to Cast Members in Call Center.
• Bid processing, from scenario to implementation.
• Process long- and short-term staffing adjustments; perform various analyses as required, and also work very closely with Cast Services, Deployment and Forecasting on all staffing needs.
• Shift bid and analytics presentations to Senior and Executive Leadership.
• Effectual decision making and problem solving skills.

Secretary I – Disney Reservation Center 2005 –2007

• Provide administrative support to Senior Leaders (Executives) and others within the DRC System Integration & Performance Measurement team and Planning and Support team; including Reporting & Operations, Internal Controls, Quality Monitoring, Telecom, Facilities, Cast Services and Special Projects.
• Member of the DRC Guest/Cast Continuous Improvement Project team with NICE Perform training, evaluating calls, and providing surveys.
• Maintain Outlook calendars for several Leaders, as well as set up conference rooms for meetings (including set up of A/V, video conferencing, NetMeeting, and WebEx).
• Create visually complex PowerPoint Presentation decks as needed for Leaders.
• Utilize SAP to prepare and execute monthly Expense Reports for Leaders, as well as perform standard clerical functions such as: copying, filing, faxing, Excel Spreadsheets, Microsoft Word letters and documents, and compiling agendas for team meetings.
• Exercise ability to work independently as well as team with others on projects, always keeping a high level of confidentiality.
• Coordinate weekly ACE meetings for Leaders and Executives of DRC and other locations.

Customer Service Representative – Disney’s Magical Express 2005 – 2005

• Worked at the Orlando International Airport assisting Guests in the welcome center traveling to Disney property.
• Assisted training managers in scheduling all pre-DME training needed for Cast Members, developing SOG, and facilitation.
• Developed training manuals with assistance of coordinators.

• Train and update staff of three customer service representatives partnering with customers and large accounts (Marriott, GE, Lockheed Martin, and Harris Corporation) to ensure appropriate skill level and understanding is implemented in relocations.
• Coach in HR capacity to ensure employees are aware of policy and company’s position.
• Negotiation of rates (linehaul, pack/unpack, storage, local/intrastate moves, and third party –appliance/fine art/beds/tv, and crating) as well as consulting fees.
• Developed and maintained customer service checklist for representatives in several agency locations to utilize for consistent relocations.
• Payroll clerk, processing payables and receivables, drivers checks, hourly employee pay, and participating in annual operating budgets with executives.
• Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
• Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
• Handled all incoming business and client requests for information through proper delegation.
• Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.