Kelly Chance
Davenport
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Ticketing Help Desk
Walt Disney World Company
Orlando
12.2024 - Current
- Addressing issues with online reservations, mobile apps, and ticket purchase processes.
- Handling inquiries from guests and employees via phone.
- Providing support for various technologies, including iPads and mobile phones, to assist guests with their Disney experience
- Working with different ticketing systems and databases to manage and modify tickets.
- Excellent communication, problem-solving, and interpersonal skills are essential for interacting with guests and colleagues
- Adhering to Disney's guest service standards and protocols to ensure a positive experience for all
Disability Access Service, Video Chat Spe, DC
Walt Disney World Company
Orlando
04.2024 - 12.2024
- Worked with cross-functional teams to achieve goals.
- Provided support and guidance to colleagues to maintain a collaborative
- Proactively and efficiently answer Guest accessibility-related questions for our Guests with disabilities to resolve Guest needs, provide information, and handle situations related to Accessibility Services
- Communicate efficiently thru video/phone calls and able to balance multiple chat interactions while being actively engaged in video calls
- Using symptomatic challenges to settle level of support needed of various disabilities (e.g. hearing, mobility, visual, cognitive)
- Ability to assess situational examples to gain understanding of Guest challenges
- Offer a single point of contact to assist Guests with disabilities for pre, during and post visit conversations
- Facilitate accessibility conversations about all services to settle which service best aligns with specific challenges the Guest experiences
- Proficient in recommending accessibility services and resources available for Guests to improve support
- Ability to make confident decisions while understanding when to raise concern to Coordinator/ Working Lead/Salaried Leader
- Able to maintain integrity in intensified interactions
- Able to seek consult in difficult conversations
- Provide general Resort information and Itinerary planning support based on accessibility needs
- Provide alternative options and solutions to Guests who may not qualify for the Disability Access Service and efficiently handling Guests concerns as needed
Attractions Cast Member
Walt Disney World Resort
Orlando
09.2022 - 04.2024
- The Walt Disney Company - Lake Buena Vista, FL● Ensuring safety of guests while loading and exiting the Festival of the Lion King theater● Monitor for any show concerns that might affect the guests or entertainers during the performance● Maintaining exceptional show quality and theming throughout the attraction● Expertly handle and resolve issues presented at touch points in front of the theater.
Housekeeper
WALT DISNEY WORLD RESORTS IN ORLANDO
Orlando
09.2021 - 09.2022
- Cleaned 22 hotel rooms per day, including check-outs
- Performed rotational deep cleanings as needed throughout the property
- Provided special touches for guests, such as towel animals
- Strong time management skills and proven history of workplace punctuality
- Attention to detail and meticulous use of proper safety procedures
- Experience with a variety of cleaning products and tools
- Good interpersonal and communication skills
- Self-directed and motivated
Manager/Supervisor
Caring Hearts Cleaning Service
Dover
06.2019 - 07.2021
- Assist with new employee onboarding and training program
- Coaching and developing employees
- Establishment of cleaning standards and procedures for workers and ensure adherence to these standards and procedures
- Organizing team roles and evaluating employee performance
- Performing employee reviews and assessments
- Scheduling and assigning specific duties/roles to cleaners and also ensuring that they are carried out expertly
- Inspection of cleaning equipment on a regular basis so as to know when they are worn-out and also request for replacement
- Controlling and monitoring the usage of cleaning materials so as to avoid or minimize waste and/or misuse
- Providing any form of required assistance to cleaners while they carry out their duties
- Efficiently maintained associate work schedule on a daily basis.
- Estimated cleaning cost for residential and commercial properties.
- Managed daily bookkeeping and deposits of checks cash.
- Supervised 20 plus employees daily
- Marketing to community
- Documenting operational tasks and reporting to upper-level management
- Making operational and process decisions
Real Estate Agent
English Realty
Wilmington
09.2019 - 06.2020
- Wrote effective listings detailing property features, resulting in 90% increase in showings
- Advised buyers through steps of purchasing new house in Delaware
- Negotiated final sales prices with home sellers
- Negotiated contracts on behalf of clients
- Acted as liaison between buyers and sellers to ensure positive experiences for both parties
- Conducted property assessments and Property tours
Poker Dealer
Dover Downs Gaming & Entertainment Inc.
Dover
09.2017 - 06.2019
- Dispensed and balanced betting currency at close of shift and throughout games to secure accurate receipt, accounting, and distribution of player and house funds
- Used strong understanding of poker rules and regulations to deal cards accordingly while encouraging fast-paced and congenial gaming among patrons
- Inspected equipment and card decks prior to dealing and monitored individual players to verify adherence to rules and fair gameplay
- Promoted dialogue between players to support positive customer experience and engaged individuals or groups in game-related conversations to verify understanding of rules and player expectations
- Maintained fast game pace by handling chips, cards, money and gaming equipment efficiently
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation
Education
Elementary Education -
Wilmington University
01.2015
GED -
Polytech Adult Education
Woodside, DE02.2001
Some College (No Degree) - Elementary Education And Behavioral Science
Wilmington University
New Castle, DESkills
- Comparative market analysis
- Multi-tasking
- Exceptional attention to detail
- Time management
- Excellent communication
- Negotiating
- Computer literate
- Creative problem solving
- Organizing
- Delegating
- Strong organizational skills
- Active Listening: Paying close attention to customers' needs and concerns, understanding their perspective, and responding appropriately
- Empathy: Understanding and sharing the feelings of customers, especially when they are frustrated or facing challenges
- Clear Communication: Explaining information concisely and accurately, both verbally and in writing
- Problem-Solving: Identifying customer issues and finding effective solutions
Certification
Real Estate License
Timeline
Ticketing Help Desk
Walt Disney World Company
12.2024 - Current
Disability Access Service, Video Chat Spe, DC
Walt Disney World Company
04.2024 - 12.2024
Attractions Cast Member
Walt Disney World Resort
09.2022 - 04.2024
Housekeeper
WALT DISNEY WORLD RESORTS IN ORLANDO
09.2021 - 09.2022
Real Estate Agent
English Realty
09.2019 - 06.2020
Manager/Supervisor
Caring Hearts Cleaning Service
06.2019 - 07.2021
Poker Dealer
Dover Downs Gaming & Entertainment Inc.
09.2017 - 06.2019
Elementary Education -
Wilmington University
GED -
Polytech Adult Education
Some College (No Degree) - Elementary Education And Behavioral Science
Wilmington University