Gerna Demosthene
Ocoee
Summary
Dynamic professional with over six years of diverse experience in the theme park, administration, and customer service sectors, specializing in training development, team collaboration, and operational efficiency. Proven ability to cultivate a positive work environment while ensuring strict adherence to safety standards. Strong problem-solving and communication skills enhance team performance. Committed to delivering exceptional guest experiences and dedicated to ongoing enhancement of training methodologies and customer service practices. A results-oriented mindset drives a passion for continuous improvement and excellence in all aspects of operations.
Overview
6
6
years of professional experience
Work History
Attractions Trainer
Universal Orlando Resort
05.2022 - 04.2025
- Trained new hires/ transfers on safety protocols, enforcing the SOP and GOP, enhancing team efficiency
- Developed and implemented training programs, ensuring compliance with safety regulations and operational standards.
- Works closely with team to maintain a clean, safe environment, constantly monitoring surroundings for potential hazards.
- Provided continuous support and guidance to team members, fostering a positive work environment and improving team morale.
- Ensures the proper use of safety practices and procedures while operating the attraction in addition to opening and closing procedures
- In a friendly and professional manner, engage, and ask questions to guests for ride requirements and special access needs
- Loads and unloads ride vehicles, checks ride restraints and lap bars, provides safety instructions, operates control consoles, dispatches vehicles and observes ride monitors to ensure the safe operation of the attraction
- Safely evacuates the ride in accordance to operating procedures
- Welcomes and engages guests by delivering themed narrations or story lines and providing attraction information
- Explained ways to recognize potential safety issues during ride.
- Conducted pre-opening and closing tasks and inspections.
- Cross trained staff on duties for multiple positions.
- Provided coaching and mentoring to employees.
- Communicated ride safety instructions clearly to visitors.
- Taught employees to identify and resolve load balancing issues on rides.
OPS EMPLOYMENT SECURITY REPRESENTATIVE II
Florida Commerce
03.2025 - 10.2025
- Answers inquiries from claimants, employers, CareerSource Florida, governmental agencies, and other interested parties concerning the RA program
- Analyzes requests for reconsideration from initial determinations received from claimants and employers or the Office of RA Appeals and the Reemployment Assistance Appeals Commission
- Ensures that the workload is coordinated in such a manner as to maximize the issuance of first payments when potential issues are detected on initial or additional claims
- Identifies potential issues that can affect an individual's entitlement to benefits.
- Gathers facts from claimants, employers, and other pertinent or interested parties relating to potential issues and the chargeability of employer accounts for benefit payments on claims. This may be accomplished telephonically, through written correspondence, or through electronic means via the Internet
Food and Beverage Ambassador
SeaWorld Parks & Entertainment
07.2021 - 06.2022
- Greet and welcome guests
- Provide information to guests on food & beverage products being offered Make recommendations to fit each guest's needs
- Support dietary restrictions, allergies and special needs
- Take orders in a prompt manner and ensure execution of delivery
- Maintain a clean working environment Operate cash register
- Maintained clean and organized restaurant to comply with hygiene and health regulations.
- Opened, poured and served hot and cold beverages to customers to complement food and dining experience.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Operated dishwashers and other kitchen equipment according to safety guidelines.
- Processed payments for orders and provided customers with change.
- Monitored dining room inventory and replenished as necessary.
- Collaborated with other dining room and bar staff to facilitate efficient service.
- Monitored food and beverage supplies, assisting with restocking when needed.
- Answered customer questions about food and beverage items and assisted with menu selections.
Sales Associate
Old Navy
11.2019 - 06.2021
- Engage with customers to ensure a positive shopping experience
- Provide customer service, promoting brand loyalty
- Use retail technology such as cash registers and price guns
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Engaged with customers to effectively build rapport and lasting relationships.
- Solved customer challenges by offering relevant products and services.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Managed returns, exchanges and refunds in accordance with store policy.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Used in-store system to locate inventory and place special orders for customers.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
Education
Associates degree - Clinical Research
Florida State College At Jacksonville
Jacksonville, FloridaHigh School Diploma - undefined
Ocoee High School
Ocoee, FL05.2021
Skills
- Communication
- Customer Service
- Organizational Skills
- Time Management
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Microsoft PowerPoint
- Safety Management
- Guest Engagement
- Operational Efficiency
- Training Development
- Problem Solving
- Conflict Resolution
- Team Collaboration
- Training Evaluation
- Cash Handling
- Active listening
- Data organization
- Decision-making
- Adaptability
- Attention to detail
LANGUAGES
English
Native
Timeline
OPS EMPLOYMENT SECURITY REPRESENTATIVE II
Florida Commerce
03.2025 - 10.2025
Attractions Trainer
Universal Orlando Resort
05.2022 - 04.2025
Food and Beverage Ambassador
SeaWorld Parks & Entertainment
07.2021 - 06.2022
Sales Associate
Old Navy
11.2019 - 06.2021
High School Diploma - undefined
Ocoee High School
Associates degree - Clinical Research
Florida State College At Jacksonville