Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
References
Timeline
Generic
Lori  Mirabella

Lori Mirabella

Port Saint Lucie,FL

Summary

I am a very passionate person who loves helping others and likes to have fun in whatever I do. I get excited and enjoy getting up each day knowing that I could help someone with their needs. It brings great reward knowing that a person can walk away (or) end a call and say, how helpful I was to them.

I have been married for 33 years to a loving husband and have two beautiful kids (29 year son and 26 year daughter) who I love so very much. Not only am I passionate about my family, but my work family, too. I care about the business needs and you can count on me as I am reliable and flexible wherever needed.

Overview

35
35
years of professional experience

Work History

Guest Service Associate

Disney
Memphis, TN
03.2024 - Current
  • Ensured that all guest inquiries were answered promptly and accurately.
  • Resolved any customer complaints or issues professionally and efficiently.
  • Collaborated with other departments to provide an excellent guest experience.
  • Upheld company policies and procedures while ensuring compliance with safety regulations.
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills. Supervisor or presidential calls when needed.
  • My role is within Disney Consumer Products for Disney Store, DisneyStore.com, Park Merchandise, and SDP (Park and Disney Cruiseline magic bands).
  • Safety of each and every product within Disney.
  • Fluently working on systems such as Zendesk, Sterling, Salesforce, CSG (D23), PBS (verifying credit card information), Primary Colors (D23), and APP (refunds that include Disney Parks, DisneyStore.com, and magic bands using the RRN number from each receipt).
  • I am fluent in searching for guest receipts in systems such as Appetize.
  • Guest Relations in D23, our Ultimate Fan Club. Helping with D23 memberships and events. Tracking membership kits and gifts. Replacing lost ones, if needed.
  • Helping and guiding our BPO partners, Transcom. This would be for Disneystore.com, Disney Parks, and/or magic bands.
  • Efficient in working with the partners from our warehouse for DisneyStore.com.
  • Efficient in reaching out to our Parks team for replacements or refunds of ship-to-home packages.
  • Tracking shipments to home packages for our guests from both Disneyland and Disney World.
  • I am very excited for the experience of working in the Presidential team and under the direction of the team of supervisors.

Guest Service Representative

Disney
Memphis, TN
09.2016 - 03.2024
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Greeted and assisted guests with variety of inquiries, promoting high standard of service.
  • Identified issues and established facts to produce practical decisions and solutions for guests.
  • Trained to help guest within the ShopDisney.com merchandising.
  • Trained to assist guest with their park merchandise.
  • Trained to assist guest with My Disney Experience park reservation magic bands orders.
  • Within ShopDisney (Disney Store), placing, cancelling and/or making changes to guest orders.
  • Within all (Merchandise Guest Service, Disney store and My Disney Experience) Tracking an order.
  • Making decisions to replace items for lost, defective or damaged items
  • Having interaction with our guest through phone (incoming and outgoing), 3 chats at a time and also emails from guest (incoming and out going).
  • Celebrating with guest and applying pixie dust where is it needed.
  • Disney trained to assist our guest the right way.
  • Trained in systems - Mulan, Zendesk, Sterling and Sales Force.
  • Had the great opportunity of working on 2 seasonal projects within my Disney career (Movies Anywhere and D23).
  • Working for Disney, I had the greatest opportunity of being able to go into each park (Magic Kingdom, Epcot, Animal Kingdom and Hollywood Studios). Along with that, walking through or staying at most resorts within the Walt Disney World area including, Disney's Vero Beach Resort and Disney's Hilton Head Island resort. Every time I used our benefits, I was not only having fun, but educating myself more and more so I can assist our guest.

Dance Director/Lead Teacher

City of Port St Lucie
Jupiter, FL
08.2018 - 03.2020
  • Developed and implemented age-appropriate lesson plans for dance classes.
  • Taught kids from 1st grade-8th grade.
  • Organized and managed rehearsals to ensure adequate preparation for performances.
  • Instructed students in proper technique, terminology and performance of various styles of dance such as jazz, hip hop and modern.
  • Assessed student progress through observation and feedback during class sessions.
  • Motivated students to practice regularly and strive for improvement.
  • Monitored student attendance records and maintained accurate class rosters.
  • Maintained equipment inventory including music systems, costumes, props and other items necessary for the class activities.
  • Planned special events featuring student performances such as parades, shows within the Jupiter county and year end performance (party).
  • Created an environment conducive to learning by providing positive reinforcement to students.
  • Provided individual attention when needed to help students with specific skill development issues.
  • Managed student behavior in classroom by establishing and enforcing rules and procedures.
  • Built positive relationships with students, parents, colleagues and administrators.
  • Monitored student performance and offered feedback to support goal achievement.
  • Selected age-appropriate music and maintained up-to-date knowledge of students' favorite music to incorporate into lessons.
  • Kept classrooms tidy and clean for group and one-on-one instruction.
  • Maintained attendance, fees and rehearsal schedules for classes.
  • Interacted effectively by phone, group text and in person with students, parents and staff members.

Dance Teacher

Club Pure after school
Port St Lucie , FL
08.2014 - 05.2017
  • Developed and implemented age-appropriate lesson plans for dance classes.
  • Instructed students in proper technique, terminology and performance of various styles of dance such as jazz and hip hop.
  • Motivated students to practice regularly and strive for improvement.
  • Monitored student attendance records and maintained accurate class rosters.
  • Created an environment conducive to learning by providing positive reinforcement to students.
  • Planned choreography for group performances and recitals.
  • Prepared and delivered carefully-crafted lessons to introduce students to proper dance techniques and positions while building jazz knowledge.
  • Kept classrooms tidy and clean for group and one-on-one instruction.
  • Encouraged students to explore individual learning opportunities to expand knowledge of subject areas.

Customer Service Representative

QVC
Port St Lucie, FL
10.1999 - 04.2016
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, cancelling, returns, exchanges and tracking packages.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • The last 3 seasons prior to QVC shutting down, I had the seasonal role as an assistance trainer in the training department.
  • As an assistance trainer, walked around the classroom assisting new hired employees with any questions, passing out papers, grading papers, filled in wherever I was needed to assist the trainer.

Dance Director/Teacher

City of Port St Lucie
Port St Lucie , FL
09.1999 - 05.2007
  • Organized and supervised rehearsals for dance performances.
  • Teaching kids 1st grade thru 12th grade.
  • Developed, implemented and evaluated programs to teach and promote the art of dance.
  • Created choreography for various dance shows and competitions.
  • Coordinated auditions for dancers, instructors and other personnel.
  • Maintained accurate records of class attendance, tuition payments, student evaluations and instructor performance reviews.
  • Provided guidance to dancers on artistic development goals while helping them understand their potential as performers.
  • Worked with children of different ages and molded teaching methods to align with age and skill level.
  • Used excellent verbal skills to engage parents in conversation and effectively determine needs and requirements.
  • Facilitated parent meetings
  • Measuring each student for costumes
  • Placing orders for costumes, warm-ups and dance shoes
  • Calling and organizing dance shows and competitions such as State and National competitions located at UCF college.
  • One of the greatest moments was having the students danced in the Superbowl 1/2 time show and at Miami Heat game.

Bank Teller/Customer Service Representative

SunTrust Banks Inc
Boca Raton, FL
06.1990 - 07.1997
  • Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
  • Maintained confidentiality of bank records, transactions and customer information.
  • Assisted customers with opening new accounts, ordering checks, and setting up online banking services.
  • Cross-sold bank products such as savings accounts and credit cards to existing clients.
  • Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
  • Identified suspicious activity on account holders' accounts and reported any discrepancies to the supervisor immediately.
  • Performed cash handling duties including counting currency, coins and checks.
  • Balanced teller drawers regularly throughout the day according to established procedures.
  • Balanced ATM machines.
  • Participated in weekly training sessions to stay abreast of changes in banking regulations.
  • Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
  • Welcomed customers and offered pleasant service during entire transaction.
  • Explained bank services, financial products and applicable fees to customers.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Opened new checking, savings and lines of credit for customer accounts.
  • Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
  • Counted drawers and reconciled remaining cash to accost for deposits and dispersals.

Education

High School Diploma -

Atlantic High School
Delray Beach, FL
06-1990

Some College (No Degree) - Consumer Banking

Palm Beach Junior College

Skills

  • Customer Service
  • Event Planning
  • Guest Relations
  • Flexible Schedule
  • Cash Handling Experience
  • Guest Services

Affiliations

  • During my time Directing/ teaching dance, I have won MANY 1st place awards with my students at State and National competitions. The trophy's were too many to keep all these years in my garage, we had to get rid of them, but kept the front plates.
  • I now do country line dancing, walking 2-3 miles every few days, yoga and spending time with family.

Accomplishments

  • During my time with Disney, my greatest reward was winning the contest for most kudos from our guest. I had won a little Mickey figurine, which sits on my desk.
  • Our guest would leave kudos such as," Lori was awesome and was easy to talk to", "Lori was a 5 star rep", "AMAZING customer service", "Disney needs more people like Lori and should be proud"...etc. etc.

References

References available upon request.

Timeline

Guest Service Associate

Disney
03.2024 - Current

Dance Director/Lead Teacher

City of Port St Lucie
08.2018 - 03.2020

Guest Service Representative

Disney
09.2016 - 03.2024

Dance Teacher

Club Pure after school
08.2014 - 05.2017

Customer Service Representative

QVC
10.1999 - 04.2016

Dance Director/Teacher

City of Port St Lucie
09.1999 - 05.2007

Bank Teller/Customer Service Representative

SunTrust Banks Inc
06.1990 - 07.1997

High School Diploma -

Atlantic High School

Some College (No Degree) - Consumer Banking

Palm Beach Junior College
Lori Mirabella