Elizabeth G. Duran
Summary
Experienced with team leadership and operational management. Utilizes strong organizational skills to optimize workflow and improve team efficiency. Track record of fostering collaborative work environment to achieve collective goals.
Overview
23
23
years of professional experience
Work History
Supervisor, Entertainment Scheduling
Universal Orlando
11.2024 - Current
- Oversees daily operations of the scheduling team, ensuring timely and accurate completion of tasks.
- Applies strong leadership talents and problem-solving skills to maintain team efficiency between the scheduling team and the assigned venues.
- Improves Team Member satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions, including supporting current TSAT initiatives and programs in place to keep the workplace fun.
- Increases team productivity by implementing efficient workflows, guidance on projects, and setting clear expectations for Team Members.
- Enhances communication within the team by holding regular meetings and encouraging open dialogue among all Team Members.
- Conducts Quarterly and Yearly performance evaluations for Team Members, identifying areas of improvement and guiding professional development plans.
- Works collaboratively with the Scheduling Team, HR Team, Show Direction, Venue Leadership, and Park Entertainment Leadership to achieve organizational goals, fostering teamwork between Epic Universe and North Campus.
Sr. Scheduling Specialist, Events
Universal Orlando
03.2024 - 11.2024
- Identified Team Member availability, DOH, and special casting to fully staff all talent and support for events.
- Built shifts in UKG and added all pertinent information, including Cost Centers, Business Structure, and Accurate Shift Times.
- Communicated with Events Team, Scheduling Team, and Venues to prevent scheduling Turnaround.
- Established How-To Guide for Event Scheduling.
- Improved scheduling efficiency by streamlining processes and implementing new tools.
- Reduced overtime costs through effective workload distribution and proactive schedule adjustments.
Keyholder
Rothy's
11.2023 - 03.2024
- Counted out cash drawers and balanced totals.
- Completed store opening and closing procedures.
- Kept store clean and organized to provide shoppers with pleasant experience.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
Scheduling Liaison Manager
Disney's Hollywood Studios
05.2021 - 10.2023
- Develop creative Cast utilization strategies and identifying opportunities for efficiency
- Create and maintain schedules for offerings at Disney's Hollywood Studios
- Coordinate bid preparation, bid execution, and bid implementation twice yearly
- Manage workload, position standards, and labor budget for all Entertainment Offerings at Disney's Hollywood Studios
- Partner with Disney Live Entertainment Integrated Strategy and Communications Team
- Facilitated meetings and conferences between various parties, enabling better collaboration and efficient decision-making.
Entertainment Guest Experience Manager
Disney's Hollywood Studios
11.2017 - 10.2023
- Inspire, recognize, monitor performance, coach, and develop front-line Cast Members from various cultures, backgrounds, and styles
- Foster, Build, and maintain relationships to best communicate and interact with Guests, front-line Cast Members, partners, vendors, and Leaders
- Manage the coordination and delivery of daily live entertainment offerings including Characters, Live Show, Parades, Atmosphere, and Special Events
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles
- Achieve 100% Guest excellence by implementing the Disney Five Keys
Guest Relations Professional Intern
Disney's Hollywood Studios
06.2017 - 11.2017
- Assisted Guests with all concerns including ticketing, lost and found, resort issues, and park downtimes
- Empowered to make Magic for Guests and solve any and all issues to ensure a magical vacation
- Answered questions and addressed, resolved, or escalated issues to satisfy Guests needs
- Sold tickets for different activities, dinners and special events
Food & Beverage Guest Experience Manager Intern
Old Key West Resort
06.2016 - 01.2017
- Participated in Introduction to Operations Leadership classes while learning operations at resort
- Managed daily operations at Full-Service Restaurant, Quick-Service Restaurant, and Bar
- Completed and passed Introductory Sommelier Course
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
Other Positions Held
Walt Disney World Resort
09.2002 - 11.2017
- Food and Beverage Server
- Front Desk/Concierge
- Entertainment Captain
- Character Performer
Customer Service Representative
Southwest Airlines
05.2011 - 09.2011
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Flight Attendant
JetBlue
01.2008 - 08.2008
- Ensured safety and comfort of customers onboard aircraft
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance
- Resolved passenger conflicts and medical emergencies during flights
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations
Education
Bachelor of Science - Event Management
University of Central Florida
Orlando, FL12.2016
Skills
- Building partnerships
- Guest Experience
- Company Policy Compliance
- Incident Management
- Verbal and Written Communication
- Operational Improvements
- Improvement Recommendations
- High-Pressure Environments
- Leadership
- Operational Efficiency
- Policy and Procedure Implementation
- Complex Problem-solving
Timeline
Supervisor, Entertainment Scheduling
Universal Orlando
11.2024 - Current
Sr. Scheduling Specialist, Events
Universal Orlando
03.2024 - 11.2024
Keyholder
Rothy's
11.2023 - 03.2024
Scheduling Liaison Manager
Disney's Hollywood Studios
05.2021 - 10.2023
Entertainment Guest Experience Manager
Disney's Hollywood Studios
11.2017 - 10.2023
Guest Relations Professional Intern
Disney's Hollywood Studios
06.2017 - 11.2017
Food & Beverage Guest Experience Manager Intern
Old Key West Resort
06.2016 - 01.2017
Customer Service Representative
Southwest Airlines
05.2011 - 09.2011
Flight Attendant
JetBlue
01.2008 - 08.2008
Other Positions Held
Walt Disney World Resort
09.2002 - 11.2017
Bachelor of Science - Event Management
University of Central Florida
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