Catina Mcgowan
MEMPHIS,TN
Summary
Detail-oriented Guest Services Associate with 25 plus years of experience. Poised and patient successful working closely with broad range of different personalities. Pleasant and compassionate individual offering exemplary guest service and support.
Overview
18
18
years of professional experience
Work History
Guest Service Representative
Walt Disney World Company
07.2018 - 03.2024
- Answer inbound calls, chats and email assisting Guests, providing impeccable Guest service
- Support Retail Guests who need assistance, partnering with internal Cast as needed for full resolution
- Provide support for operational efficiencies as needed including assigned escalated Guest opportunities
- Contact Guests via outbound calls
- Identify and resolve opportunities that impact Guests' in finding solutions that best meet their needs while leveraging all available resources
- Channel escalated opportunities to appropriate supervisors/managers to expedite resolution
- Take a proactive role in maintaining Disney brand standards in Guest Service
- Assist Supervisors, Trainers and Managers with Guest Services projects as assigned
- Assist with Cast support/training, including assigned escalated Guest opportunities
- Uphold all company policies as outlined in the Standard Operating Procedures, Employee Policy Manual and Code of Business Conduct
Food Stand Attendant
Southland Gaming And Racing
01.2012 - 07.2016
- Maintained a clean and safe work environment, ensuring adherence to food safety regulations and best practices.
- Contributed to positive team dynamic by supporting coworkers in completing tasks during high-volume periods.
- Assisted in inventory management, monitoring stock levels, and placing orders as needed to prevent shortages or overages.
- Trained new employees on company policies, menu items, sanitation procedures, and customer service standards.
- Demonstrated strong multitasking abilities by taking orders, preparing food, and interacting with customers simultaneously.
Guest Service Representative
Dodge Chicken Store
11.2005 - 12.2011
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
Education
High School Diploma -
Fairley High School
Memphis, TN06.1992
Skills
- Detail Oriented
- Issue Resolution
- Documentation and Reporting
- Teamwork and collaboration
- Problem-solving abilities
- Attention to detail
- Customer service orientation
- Time management
Accomplishments
I have been award cast member of the month several times. I have held seasonal lead roles during peak for the last 3 years.
Timeline
Guest Service Representative
Walt Disney World Company
07.2018 - 03.2024
Food Stand Attendant
Southland Gaming And Racing
01.2012 - 07.2016
Guest Service Representative
Dodge Chicken Store
11.2005 - 12.2011
High School Diploma -
Fairley High School
Similar Profiles
Timothy SaddlerTimothy Saddler
Custodial Worker at Walt Disney World CompanyCustodial Worker at Walt Disney World Company
Nancy GordoNancy Gordo
QSR Cast Member at Walt Disney World CompanyQSR Cast Member at Walt Disney World Company
Jordan BassJordan Bass
Attractions Cast Member at Walt Disney World CompanyAttractions Cast Member at Walt Disney World Company