MELISSA FERMAN
Los Angeles,California
Summary
Theme park professional with extensive guest-facing experience, adept at managing crowds and ensuring safety for up to 1,000 visitors daily. Bilingual in English and Spanish, with strong problem-solving skills and a commitment to enhancing visitor satisfaction through personalized interactions and rapid issue resolution.
Overview
8
8
years of professional experience
Work History
Production Assistant
Universal Studios Hollywood
Los Angeles, USA
08.2024 - Current
- Greet and assist up to 1,000 guests daily, ensuring smooth guest flow and positive experience.
- De-escalate guest incidents and resolve issues promptly to maintain a safe, welcoming environment.
- Escort performers safely between venues while enforcing safety protocols and time schedules.
- Monitor audience entry and adjust standby positions to prevent congestion, improving guest circulation and show continuity.
Guest Ambassador
Universal Studios Hollywood
Los Angeles, USA
06.2022 - Current
- Fostered guest loyalty through tailored interactions and genuine enthusiasm.
- Resolved guest complaints to ensure positive experiences.
- Conducted routine safety inspections of queues and public areas to identify hazards and coordinate fixes.
Super Nintendo World Games Operator Team Member
Universal Studios Hollywood
Los Angeles, USA
11.2022 - 08.2024
- Operated attraction systems and executed rapid troubleshooting, maintaining seamless guest service and minimizing operational interruptions.
- Oversaw operations in high-traffic environments, ensuring safety and efficiency while upholding safety policies.
Ride Operator
Universal Studios Hollywood
Los Angeles, USA
06.2019 - 11.2022
- Instructed guests on ride safety and procedures, enhancing compliance and boosting guest confidence during boarding.
- Operated amusement rides safely, conducting pre-ride inspections and enforcing safety protocols to ensure guest safety.
- Maintained cleanliness of ride area and organized equipment, facilitating quick turnover and consistent ride availability.
Sales Associate
Burlington
01.2022 - 04.2022
- Operated the point-of-sale system to process transactions accurately and handle customer payments.
- Stocked shelves and organized merchandise to enhance product availability and uphold visual standards.
- Maintained clean and safe sales and backroom areas to elevate customer experience and streamline store operations.
- Unpacked and processed incoming shipments in the stockroom to ensure timely placement of new inventory.
Bakery and Front End Cashier Assistant
Costco Wholesale
10.2018 - 01.2019
- Packaged bakery products to ensure accuracy and meet daily targets.
- Maintained cleanliness of bakery area to ensure food-safety compliance and efficient workflow.
- Provided product items and numbers to customers and cashiers to expedite checkout and minimize errors.
- Stocked shelves and rotated inventory to enhance product availability and reduce waste.
Education
Associates of Arts - Multimedia Video Production
Los Angeles Mission College
Sylmar, CA01-2028
Commercial Photography Certificate -
Los Angeles Mission College
Sylmar, CA01-2027
Bachelor of Science - Hospitality Tourism Management
CSUN
Northridge, CA01-2017
Skills
- Guest Engagement
- Customer Service
- Crisis Management
- De-escalation skills
- Crowd Control
- Guest safety instructions
- Digital Literacy
- Microsoft Suite
- Visual Communication
- Adobe Creative Cloud
- Social Media Platforms
- Problem Solving
- Spanish
Timeline
Production Assistant
Universal Studios Hollywood
08.2024 - Current
Super Nintendo World Games Operator Team Member
Universal Studios Hollywood
11.2022 - 08.2024
Guest Ambassador
Universal Studios Hollywood
06.2022 - Current
Sales Associate
Burlington
01.2022 - 04.2022
Ride Operator
Universal Studios Hollywood
06.2019 - 11.2022
Bakery and Front End Cashier Assistant
Costco Wholesale
10.2018 - 01.2019
Associates of Arts - Multimedia Video Production
Los Angeles Mission College
Commercial Photography Certificate -
Los Angeles Mission College
Bachelor of Science - Hospitality Tourism Management
CSUN