Lisa M. Clarke
Lakeland,FL
Summary
Strategic and execution-focused business leader with 10+ years of experience delivering complex initiatives within large, customer-facing organizations. Known for translating strategy into action, aligning cross-functional teams, and driving operational excellence, engagement, and revenue-supporting outcomes in fast-paced, matrixed environments.
Overview
26
26
years of professional experience
Work History
Member Experience Events & Benefits Manager
Disney Vacation Club
06.2024 - Current
- Operating as the primary Disney Vacation Club onsite decision-maker at Membership Magic Experiences. This includes managing Guest / Member critical issues and serving as the de facto point of contact/leader for participating Disney Vacation Club cross-utilization teams, such as Member Services and Disney Vacation Club Sales.
- Actively support multiple aspects of Signature Membership Magic Experiences, including Moonlight Magic, Member Cruise, and other Seasonal Neighborhood Gatherings throughout the year. Signature Experiences serve thousands of Members each, while Seasonal Neighborhood Gatherings serve hundreds of Members each.
- Create and host new Seasonal Neighborhood Gatherings, including research, building pro-forma, enlisting operational partners, problem-solving, and scheduling event support labor from internal Disney Vacation Club partners. Examples of gatherings created and hosted.
- Manage the development and delivery of multiple event registration builds annually, including recommending and confirming audience, partnering with Member Services, Analytics, and Disney Vacation Club Internet Data Exchange (IDX) Teams, as well as determining build platform, rules, and process. As a result, Members can successfully register for multiple experiences over the course of a year with little to no challenges.
- Partner with dining tech teams and food and beverage partners to deliver registration for weekly Member Experiences by providing input, update requests, and testing. Members are eligible to book weekly experiences on the property using their discount benefits and gain access to exclusive events, such as bowling at Splitsville.
- Administer current benefits and contract new benefits and offers with operating participants and internal, O&O partners, including Disney Springs partners such as Kendra Scott and Everglazed Donuts.
- Partnering with Marketing and Digital teams to input, schedule, and confirm benefit website updates. Members are encouraged to visit the website for information related to all Signature Membership Magic Experiences and Seasonal Neighborhood Gatherings. By having correct information available for Members to review and use when planning their vacation, they can register for events promptly.
- Prepare executive summaries as well as reporting and analysis of current Membership Magic programming and efforts to determine the success and/or opportunities of the program. After each experience hosted, we were required to provide an executive recap of the event's success along with the number of Members in attendance.
- Build strong partnerships with key areas throughout the organization, including but not limited to Marketing, Member Services, Sales, Finance, Compliance, IDX, Theme Park Special Events, Resort Recreation, Theme Park, and Resort Operations. Due to our events being held at various venues across the property, relationships with the teams responsible for these areas are necessary to Verify that we are being good partners.
Traditions Assistant
Disney Vacation Club
10.2018 - Current
- Facilitator of The Disney Traditions Program, which introduces new Cast Members, Crew Members, and Imagineers to the culture and heritage of our company. Since it is the beginning of their Disney career, we teach Cast, Crew, and Imagineers about the impact they have on creating happiness and how The Five Keys guide us in determining the best actions and behaviors to perform in our roles. Through the program, we encourage our new Cast Members to develop a sense of pride and ownership in their work and to recognize their responsibility to create magical Disney memories for our Guests every day.
Member Services Manager
Disney Vacation Club
08.2021 - 06.2024
- Lead a team of Vacation Advisors that assist Disney Vacation Club Members with planning vacations and managing their memberships. Develop each agent by coaching them on efficiency metrics and Guest satisfaction scores in an effort to help them improve their performance. Analyze team performance through business reports and the Disney Performance Tracker to identify areas for overall improvement. Compare metrics weekly and monthly, as well as against other teams, to Verify they align with desired business results, including increased average speed of answer and reduced average handle time.
- Lead a specialty team of advisors responsible for technology improvements for our Members, including the implementation of Magic Mobile, accessing the Disney Vacation Club Member website, updating passwords, and using the My Disney Experience website for enhancing vacation experiences.
- Lead a specialty team of advisors that offer a concierge-style service for select Member
Sales & Service Leader
Disney Reservation Center
11.2015 - 08.2021
- Lead a team of sales agents that were part of both the Personal Vacation Advisor (PVA) and Travel Trade communities with care, compassion, and concern; this includes developing individual agents as we all transitioned to the Work at Home program, which included virtual communication. Developed agents by coaching them on dashboard metrics, including sales, and reviewed calls with the agents to determine key areas for focus to improve their performance. Utilize strong written and verbal communication to present Community Insight Reports to Executive Leadership, which compared community performance and current trends month to month and year over year. Analyze team performance through business unit reports and Disney Performance Tracker to define areas of focus for overall improvement; compared metrics weekly and monthly as well as against other teams to Verify they align with desired business results, including increased component sales.
- Led a team of sales agents in an non-incented role as part of the shopDisney partnership at the end of 2020; focused on providing premier Guest service to customers who needed assistance placing orders, modifying orders and replacing lost or damaged items; customers were assisted both verbally over the phone and in writing through emails; assisted shopDisney trainers in teaching the cast new programs specific to shopDisney)Coached agents on increasing efficiency and enhancing customer care.
- Partnered with my peers to lead a team of agents assisting with Disney+ since the inception of the service in Fall 2019 through special projects including the Mulan movie premier and Mandalorian release in Fall 2020; assisted agents in their roles of answering calls and taking chats to help our guests sign up for new services, manage their current accounts and troubleshoot any service streaming challenges; learned new programs used for Disney+; prepared and delivered daily Status Updates that included current trends, call volume, labor and any system challenges.
Reservation Sales Agent
Disney Reservation Center
05.2014 - 11.2015
- Create vacation planning experiences using sales techniques; develop trust with guests by building rapport over telephone conversations; actively listen to Guest requests and ask questions to discover information; able to explain products to overcome objections; analyze complex guests requirements to provide optimal solution; exceeding expectations by matching Guest needs and suggesting additional products; nurture relationships with members of various teams to provide the best Guest experience.
Publix Super Markets, Inc.
Lakeland, FL
03.2000 - 09.2013
- Maintained and abstracted important lease information and placed it into a corporate database for use in managing deadlines and payments, as well as important dates such as renewals of leases.
- Served as the corporate review authority related to documents required for the establishment of rental or leasing activities. Collaborated with our landlords and management companies to determine what expenses were paid in advance and what fees were being budgeted for the following year. Through careful review and auditing of lease language and actual bills, we discovered savings on expenses that benefited our stores and the company, including unapproved items.
- Audited every area maintenance expense for leased locations through annual reconciliations and budget reviews; looked for ways to lower the costs shared in the shopping center and expenses that constitute savings within the company. As a result, the company's monthly and annual expenditures were reduced, resulting in lower costs at the store level, which in turn improved their profit and loss statements. This, in turn, increased the associate's quarterly bonus, which was paid based on the savings.
- Led a team of associates involved in the management of multiple retail shopping centers for a regional leader; able to develop strong relationships with vendors, managers, and customers to maintain safety and first-class appearance.
- Managed the relationship between the Real Estate Department Team and all corporate customers, both internal and external. Used excellent verbal and written communication to develop trust and request information related to maintenance projects, shopping center expenses, and other negotiations while ensuring projects were completed.
- Routinely led the discussions of improvements for shopping centers, including remodels and lease extensions; able to secure additional length of time on an existing lease for an operating location, which included significant improvements like façade upgrades, parking lot overlays, and other considerable shopping center expenses with no additional tenant contributions.
- Negotiated improvements for shopping centers with landlords, management companies, developers, government agencies and other various vendors; able to work with local government agencies to improve traffic signals and patterns on main roads, as well as audit primary utility accounts with city governments that resulted in significant savings for the company which was passed through to store level profit and loss statements and increased their quarterly bonus.
Education
Bachelor of Science - Business Administration
The University of Central Florida
01.1999
Associate of Arts - Business Administration
Polk Community College
01.1997
Skills
Business Operations Program Leadership Cross-Functional Execution Revenue & Growth Support Strategic Planning Process Improvement Contract & Vendor Management Stakeholder Leadership Customer Experience Risk & Compliance
Timeline
Member Experience Events & Benefits Manager
Disney Vacation Club
06.2024 - Current
Member Services Manager
Disney Vacation Club
08.2021 - 06.2024
Traditions Assistant
Disney Vacation Club
10.2018 - Current
Sales & Service Leader
Disney Reservation Center
11.2015 - 08.2021
Reservation Sales Agent
Disney Reservation Center
05.2014 - 11.2015
Publix Super Markets, Inc.
03.2000 - 09.2013
Associate of Arts - Business Administration
Polk Community College
Bachelor of Science - Business Administration
The University of Central Florida
Additional Work Experience
Clarke's Custom Air, Inc. - working in a family-owned business supporting scheduling of customers for air conditioning and heating work, as well as working on Accounting practices for the office.
Sam's Club - supported the front-end operations as a retail manager who worked with Store Associates on scheduling and Club Member Services.
Summit Consulting, Inc. - assisted the Underwriting Department in writing and renewing workers' compensation policies for companies using three major insurance companies.
Holland & Knight - supported a senior partner and secretary as a student legal secretary while completing high school.