KALA DUNCAN
Davenport
Summary
High- energy, knowledgeable Disney Vacation Club Sales Associate experienced in hospitality, sales, theme park and office settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at working under pressure and adapting to new situations, meeting performance sales objectives and helping team members.
Overview
15
15
years of professional experience
Work History
Disney Vacation Club Associate
Disney Vacation Club
06.2024 - Current
- Boosted membership sales through effective communication of club benefits and personalized recommendations.
- Continuously met or exceeded personal performance targets, earning recognition as a top-performing Disney Vacation Club Timeshare Sales Representative within the organization.
- Collaborated with team members to develop innovative sales strategies, streamlining the sales process and boosting overall performance.
- Increased guest satisfaction by providing personalized counselor sales approach and addressing their unique travel needs.
- Fostered a positive work environment among colleagues by sharing best practices, offering support, and contributing to a high-performance team culture.
- Exceeded monthly sales quotas consistently by employing persuasive communication techniques combined with an extensive knowledge of property offerings.
- Generated quality referrals or sales leads using systems such as MERLIN
Ticketing Guest Services/ Internet Help Desk
Disney Central Walt Disney World Resort
02.2022 - Current
- Maintained Guest Satisfaction with forward-thinking strategies focused on addressing Guest needs and resolving concerns in a timely manner that exceed Guests expectations
- Maintained an updated knowledge of company policies and promotions to accurately respond to Guest requests requests for products, services and company information
- Solved Guest challenges by offering relevant products and services in all areas of Walt Disney World resort and the surrounding area
- Respond to 5 or more simultaneous Walt Disney World Guests conversations to assist with vacation planning, Disability Access Service planning, dining reservation, theme park reservations and more with usage of My Disney Experience, Guest Service Suite, Snapp /Horizon, V.I.N.C.E.N.T, AVAYA and A La Carte
- Took dining and ticket sales over phone and through email, recording guest information in computer systems such as GALAXY and NexTable and verifying details for accuracy
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills
- Answered product and sales questions, suggesting other offerings to attract potential guests
- Responded proactively and positively to rapid change
- Delivered exceptional guest service to every guest by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Front Desk Concierge
Disney's Art Of Animation Resort Walt Disney World Resort
10.2021 - 02.2022
- Greeted Guests upon arrival, used programs such as: Launch, Hotel Experience, LILO and Guest Service Suite to process reservations, check-ins and check-outsoffered assistance and answered questions to build rapport and retention
- Acquired in-depth knowledge of surrounding area and all Walt Disney World Resorts to offer guests information about dining options, entertainment and shopping activities
- Cross trained as Resort runner that retrieved mail, delivered packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup, transmittal or delivering various items to and from other Walt Disney World Resorts
- Partnered daily with Housekeeping, Food & Beverage and Engineering departments using, Alacarte and HOTSOS to not only ensure room satisfaction for guests upon arrival, but to also leverage assistance with Guest needs and concerns
Security Officer
SeaWorld Parks and Resort
07.2021 - 11.2021
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
Attractions Operator
Walt Disney World Resort
06.2021 - 10.2021
- Demonstrated exceptional Guest services based on the Five Keys of the Walt Disney company: Safety, Courtesy, Show, Efficiency and
- Inclusion
- Engaged safety devices to monitor attraction during operation to reduce safety risks and assist in ride evacuations
- Operated rides and attractions according to written guidelines to reduce injuries and to insure proper ride maintenance is maintained
- Cross trained as Parade Access Control and ensured guest safety during fireworks, other nighttime performances and Disney media events
- Assisted Guests with disabilities in using Disney's Disability Access Service and help transfer Guests in and out of attractions when necessary
Guest Services Specialist
Universal Orlando Resort
03.2021 - 06.2021
- Assisted guests with inquiries or concerns, resolving issues quickly to ensure satisfaction.
- Exhibited exceptional knowledge of products and services, addressing guest questions confidently and effectively.
- Maintained strict adherence to cash handling procedures, resulting in zero discrepancies during audits and spot checks.
- Handled high volume transactions with accuracy, minimizing discrepancies and ensuring balanced registers at the end of each shift.
- Stayed up-to-date on current promotions, special events, and new product offerings to inform guests accurately and enthusiastically.
- Worked flexible schedule and extra shifts to meet business needs.
- Addressed customer needs and made product recommendations to increase sales.
- Addressed guest complaints professionally and empathetically, negotiating solutions that protected both company interests and guest satisfaction.
Childcare Provider Army Family Care Center, Fort
08.2014 - 01.2020
- Lewis, WA Fort Bragg, Facilitated relationships with children and parents by developing caring and structured home environments
- Organized and executed activities, schedules, developed and reinforced daily routines, and taught children good hygiene habits
- Provided continuous supervision to children during indoor and outdoor activities, created and maintained safe learning and playing environments
- Observed and documented children's behavior and progress and provided updates to parents
Assistant Resuraunt Manager
Hwy 55 Burgers Shakes & Fries
04.2010 - 07.2014
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies, developed strategy to increase sales and drive profits
- Made hiring recommendations and performed interviews to increase company's productivity and profitability with quality employees
- Created employee scheduling to maintain organization and prevent short staffing
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints and partner with local law enforcement
- Oversaw daily monitoring and patrolled buildings, theme park & water park grounds and animal enclosures during operational hours and over night
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors
- Monitored central alarm systems for fire, intrusion and duress alarms
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of the theme park
Apple Technical Support Representative
11.2012 - 12.2013
- Apple | Raleigh North Carolina, Handled 30+ customer interactions per day, giving detailed, personalized, friendly and polite service to ensure customer retention and satisfaction
- Performed troubleshooting to identify issues with all Apple technologies, repaired and/ or replaced items within responsibility, appropriately escalated issues to their respective support teams and / or vendors
- Memorized all company products and services to be able to answer all customer questions quickly, efficiently and make relevant upsells
- Received source data such as customer names, addresses, phone numbers, credit card information and enter data into carious customer service software
Education
High School Diploma - undefined
West Johnston High School
Benson, North CarolinaSkills
- Skills Coordinating/ Multi-tasking
- Time Conflict Resolution
- Communicates Effectively
- Public Speaking
- Sound Judgement and Decision Making
- Exceptional Customer Service
- Hospitality Expertise
- Reliable
- Staff Management
- Microsoft Office Knowledge
- Fast Learner
- Typing speed of 80 WPM
- Collaborative Problem Solving
Accomplishments
- Accomplishments
- Successfully organized and coordinated restaurant fundraiser in 2010 to help assist Make a Wish foundation build an accessible park
- Volunteered with Special Olympics and coached multiple recreational activities from 2008-2012
- Completed Disney's College of Knowledge in 2020
- Became a member of Disney Central Cast Advisory Council in 2023
- Certifications: Licensed Security Officer - Class D
Timeline
Disney Vacation Club Associate
Disney Vacation Club
06.2024 - Current
Ticketing Guest Services/ Internet Help Desk
Disney Central Walt Disney World Resort
02.2022 - Current
Front Desk Concierge
Disney's Art Of Animation Resort Walt Disney World Resort
10.2021 - 02.2022
Security Officer
SeaWorld Parks and Resort
07.2021 - 11.2021
Attractions Operator
Walt Disney World Resort
06.2021 - 10.2021
Guest Services Specialist
Universal Orlando Resort
03.2021 - 06.2021
Childcare Provider Army Family Care Center, Fort
08.2014 - 01.2020
Apple Technical Support Representative
11.2012 - 12.2013
Assistant Resuraunt Manager
Hwy 55 Burgers Shakes & Fries
04.2010 - 07.2014
High School Diploma - undefined
West Johnston High School
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