Elizabeth A Rauen
Orlando
Overview
13
13
years of professional experience
Work History
Member Services Manager - TA
Disney Vacation Club Member Services
05.2022 - Current
- Mentored and motivated Cast in regards to AHT and PCS while adjusting to a new booking system.
- Listened to live and recorded calls, offering insight to staff members to promote effective interactions and customer service skills.
- Oversaw team of 15 - 20 Vacation Advisors, providing support and insight to deliver high level of service.
- Served as MOD multiple times a week in a high volume inbound call center
Advisor Care Captain
Disney Vacation Club Member Services
11.2020 - 05.2022
- Streamlined operational efficiencies by driving call campaigns whilst simultaneously juggling daily productivity
- Tabulated reports for both opening and closing of Operation to report out to Executives on a daily basis
- Collaborated with fellow Captains on daily challenges, questions, and direction regarding escalated and one-off situations
Advisor Care Specialist
Disney Vacation Club Member Services
07.2019 - 11.2020
- Provided support and guidance to both VA1 and VA2 roles whilst upholding Disney's 5 Keys
- Consistently recommended to handle Priority Escalations
Specialist Reservation Agent
Disney Reservation Center
11.2018 - 07.2019
- Consistently recognized for Conversion Statistics
- Recommended for Leadership experience program
Vacation Advisor I
Disney Vacation Club Member Services
04.2017 - 11.2018
- Served as part of Member Lounge Team
- Assisted with Surprise & Delight delivery to resorts - Keyholder for Company storage unit
- Side-by-Side trainer
Associate Reservation Agent
Disney Reservation Center
04.2015 - 04.2017
- Answered general inquiries pertaining to travel at the Walt Disney World Resort and Disney Springs Resort Area Hotels.
- Worked in Disneyland Paris department specializing in guests traveling internationally from the United Kingdom.
- Among top booking agents for Guest Experience and Revenue for six straight quarters.
- Improved customer service ratings holding 97-100% experience ratings every month.
Second Assistant Manager
Yankee Candle Company, Crystal Mall
Waterford, CT
09.2014 - 01.2015
- Introduced daily sales competitions to boost revenue.
- Monitored daily financial metrics in accordance with sales projections and labor costs.
Events Director
Seaport Campground
Mystic, CT
06.2012 - 11.2012
- Worked to improve the events program
- Expanded programs available to include an adult audience.
- Utilized problem solving skills in order to deal with guest and wildlife situations unique to an RV park
Front Desk Agent
Mohegan Sun Casino
Uncasville, CT
02.2012 - 07.2012
- Made walk-up reservations, checked guests and VIPs in and out of upscale casino resort hotel using either traditional payment or casino points & chips.
- Performed bookkeeping activities, such as balancing accounts and conducting nightly audits.
Assistant Manager
Ben & Jerry's Scoop Shop
Saratoga Springs, NY
02.2011 - 09.2011
- Consistently maintained high levels of cleanliness, organization, storage below freezing, and sanitation to ensure quality.
- Facilitated New Hire Training to staff as well as continuous development and coaching.
- Supported catering team
- Monitored inventory including ingredients and ready to use items
Education
Johnson & Wales University
BA. Degree - Business Management
University of Phoenix
Skills
- Exceptional Multi-Tasker
- Conflict and Escalation Resolution
- Cast Motivation and Training
- Mediation and Advocacy Talent
- Team Collaboration
Accomplishments
- Quick Mastery of Leadership Role
- Strengthener of relationships by being a unifier of personalities across multiple Roles
- Successfully drove supervisor callback campaigns whilst working remotely
- Go-To for High Sensitivity Cases & Captain Callbacks completing 127 between 12/2020 - 5/2022
Timeline
Member Services Manager - TA
Disney Vacation Club Member Services
05.2022 - Current
Advisor Care Captain
Disney Vacation Club Member Services
11.2020 - 05.2022
Advisor Care Specialist
Disney Vacation Club Member Services
07.2019 - 11.2020
Specialist Reservation Agent
Disney Reservation Center
11.2018 - 07.2019
Vacation Advisor I
Disney Vacation Club Member Services
04.2017 - 11.2018
Associate Reservation Agent
Disney Reservation Center
04.2015 - 04.2017
Second Assistant Manager
Yankee Candle Company, Crystal Mall
09.2014 - 01.2015
Events Director
Seaport Campground
06.2012 - 11.2012
Front Desk Agent
Mohegan Sun Casino
02.2012 - 07.2012
Assistant Manager
Ben & Jerry's Scoop Shop
02.2011 - 09.2011
Johnson & Wales University
BA. Degree - Business Management
University of Phoenix
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