ALISA OLSON
Davenport
Summary
Customer service professional with over 10 years of experience in retail and hospitality. Expertise in identifying customer needs and delivering tailored solutions that enhance satisfaction. Committed to contributing to a company that values employee development and fosters a positive work environment.
Overview
12
12
years of professional experience
Work History
Support Express FNOL Associate II
Allstate Insurance
Northbrook
02.2024 - 06.2025
- Collaborated with colleagues and supervisors to improve customer satisfaction and claim resolution.
- Utilized communication and conflict resolution skills to make independent decisions on liability and coverage while providing excellent customer service.
- Effectively managed incoming calls and correspondence to ensure accuracy and efficiency.
- Demonstrated knowledge of insurance policies and procedures, ensuring compliance and adherence to industry regulations.
Customer Care Analyst I
Mutual of Omaha
Omaha
04.2023 - 11.2023
- Assisted Mutual of Omaha policyholders and stakeholders to resolve customer questions and concerns in a timely and professional manner.
- Coordinated with multiple departments to process transactions and offering compliant, clear resolutions to enhance customer experience.
- Supported customer retention and identified business growth opportunities while building strong relationships with internal and external parties.
Services and Solutions Specialist
The Walt Disney Company
Orlando
09.2019 - 04.2023
- Company Overview: Disney Reservation Center
- Assisted floor agents and front desks with booking, modifying reservations, and addressing policy questions.
- Worked with diverse guests and cast members to resolve concerns using various systems, ensuring positive experiences.
- Maintained strong phone etiquette and written communication to generate excitement about Walt Disney World.
Ticket Specialist
The Walt Disney Company
Orlando
11.2016 - 09.2019
- Company Overview: Disney Reservation Center
- Resolved guest and cast ticketing challenges using multiple systems, ensuring positive outcomes through discovery and collaboration.
- Maintained extensive knowledge of Walt Disney World offers to maximize guest value.
- Partnered with various departments to address concerns and assisted in training new and cross-functional Cast Members.
Concierge Hostess/Trainer/Itinerary Planner
Disney's Grand Floridian Resort & Spa
Orlando
01.2013 - 11.2016
- Provided personalized concierge services at a flagship resort, including pre-arrival itinerary planning and booking experiences for guests.
- Collaborated with various teams to exceed guest expectations.
- Mentored all Cast Members in the Front Desk and Concierge roles.
- Selected for a special assignment with Industrial Engineering to support the rollout of My Magic Plus, troubleshooting and optimizing guest experiences.
Education
Candidate for Degree of - Hospitality
Strayer University
Washington, DCCandidate for Degree of - Communications
Boise State University
Boise, IDSkills
- Eagerness to learn
- Point of sale expertise
- Attention to detail
- Team collaboration
- Effective communication
- Problem solving
- Interpersonal skills
- Customer relationship management
Affiliations
- Love music and the arts
- Passion for lighthouses and their historical value
- Very huge fan of anything Disney related
- Animal lover, especially dogs
- Always seek to learn new things to broaden my knowledge
Accomplishments
- Completed two Disney College Programs; hired as a full time Cast Member after completion of the second program in August of 2013
- Excelled at training new hires in the Concierge role at Disney's Grand Floridian Resort & Spa and in Ticketing Guest Services at the Disney Reservation Center
- Made the Dean's List at Strayer University and maintained a 3.8 to 4.0 GPA during my attendance; online courses
Memberships/Interests
- Disney College Program Alumni
- Travel
- Would love to move back home to be with my family while working remotely or able to transfer my position to an office setting for the company I am working for
References
References available upon request.
Timeline
Support Express FNOL Associate II
Allstate Insurance
02.2024 - 06.2025
Customer Care Analyst I
Mutual of Omaha
04.2023 - 11.2023
Services and Solutions Specialist
The Walt Disney Company
09.2019 - 04.2023
Ticket Specialist
The Walt Disney Company
11.2016 - 09.2019
Concierge Hostess/Trainer/Itinerary Planner
Disney's Grand Floridian Resort & Spa
01.2013 - 11.2016
Candidate for Degree of - Hospitality
Strayer University
Candidate for Degree of - Communications
Boise State University
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