Kristen Pollard Kumpf
La Mirada,CA
Summary
Knowledgeable and dedicated guest service professional with extensive experience within varied Walt Disney Company lines of business. Solid team player with an outgoing and positive demeanor, and proven skills in establishing rapport with both Guests and Cast members. Highly motivated to maintain Guest satisfaction and contribute to company success. Enthusiastic personality with a flexible, hands-on, creative style. Ready to apply over 10 years of leadership experience with new responsibilities as a Stage Manager/Entertainment Manager with Disneyland Resort Park Operations.
Overview
17
17
years of professional experience
Work History
QSR Food & Beverage Lead
Disneyland Park
11.2022 - Current
- Professionally resolve guest complaints, create service solutions, and effect long-term policy changes, when needed
- Leading Cast through two-location merge, which included changing operating procedures and implementing new policies
- Collaborate with the kitchen Cast to ensure timely delivery of food items; keep carts stocked and clean for optimal guest experience
- Maintain clean and organized workspaces, simultaneously adhering to health and safety standards on six carts.
- Demonstrate Disney Service culture that prioritizes Guest Experience, and model, train, and coach these expectations to Cast for delivery of exceptional service standards within the Disneyland Resort.
Student Supervisor Lead and PE Teacher
Heights Christian Schools
05.2019 - Current
- Mentor and train new student supervisors, sharing best practices, and providing guidance for success.
- Establish clear expectations for the behavior of over 70 students within supervised spaces leading to increased in quality interactions among peers
- Facilitate a positive learning environment by proactively addressing conflicts, fostering open communication, and building strong relationships with students while promoting trust and open dialogue about their needs and concerns while teaching.
- Organize athletic events and school initiatives to promote community within our student body.
Guest Service Team Lead and Cash Office
Target
04.2017 - 10.2018
- Enhanced guest satisfaction by efficiently managing front desk operations and promptly resolving challenging guest and team member complaints with empathy and professionalism, turning potentially negative experiences into opportunities for relationship-building
- Assigned daily scheduling, job tasks, and workloads to 20 team members
- Created and enforced new procedures, resulting in improved guest service and problem-resolution
- Created a new Standard Operating Procedure manual to improve cash office handling accuracy which served as a training guide and troubleshooting template for future team members
- Managed daily preparation of bank deposits while maintaining accurate records of all transactions for auditing purposes; ensured proper accounting practices were followed for secure fund transfers; enhanced cash handling accuracy by conducting daily cash office audits and reconciliations; kept a balanced safe, preparing tills and register bags for next sales date.
Guest Service Coordinator
Disney Store
10.2009 - 11.2012
- .Provided expert guidance on company policies and procedures, ensuring proper adherence among all guest service representatives
- Prioritized and responded to guest needs through prompt problem-solving and independent decision-making to handle escalated customer issues with empathy and patience; worked closely with management and other partners to reach satisfactory resolutions
- Maintained and managed inventory, guest files, and databases in Microsoft Office
- Developed and implemented detailed guest service protocols, resulting in improved resolution rates and guest feedback for the D23 Expo.
- Managed and trained a team of 20 salaried Cast members at the D23 Guest Relations Expo Booth.
Attractions Hostess, GSO Lead and Guest Interaction Trainer
Disneyland Park
09.2007 - 01.2012
- Enhanced guest experience by providing exceptional guest service and maintaining a positive attitude
- Collaborated with 60 fellow Cast members and a team of 8 Leads to ensure seamless teamwork and coordinated efforts for optimal guest satisfaction while in the area for shows.
- Facilitated accessibility for guests with disabilities through proper assistance procedures according to Disney policies
- Promoted adherence to safety guidelines amongst guests by consistently enforcing rules during Parades and Fantasmic! shows
- Handled guest concerns and complaints with professionalism, empathy, and effective problem-solving skills.
Education
Bachelor of Science in Business Administration - Sports Management
Southern New Hampshire University
Hooksett, NH09.2024
Associate of The Arts - Social Behavior And Human Expression
Fullerton College
Fullerton, CA06.2022
Skills
- Valet Services
- Banking
- Vacation Planning
- Theater
- Coaching
Timeline
QSR Food & Beverage Lead
Disneyland Park
11.2022 - Current
Student Supervisor Lead and PE Teacher
Heights Christian Schools
05.2019 - Current
Guest Service Team Lead and Cash Office
Target
04.2017 - 10.2018
Guest Service Coordinator
Disney Store
10.2009 - 11.2012
Attractions Hostess, GSO Lead and Guest Interaction Trainer
Disneyland Park
09.2007 - 01.2012
Bachelor of Science in Business Administration - Sports Management
Southern New Hampshire University
Associate of The Arts - Social Behavior And Human Expression
Fullerton College
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