MICHAEL SOLARES
Placentia,Ca
Summary
An assistant manager and operations trainer with 10 years of experience in customer service. With a background in education and human resources, developed training tools and techniques to help employees provide excellent customer service while upholding other values like safety and efficiency. A passionate team leader who understands an organization's success starts with the training of its employees.
Overview
10
10
years of professional experience
Work History
Attractions Working Lead (Assistant Manager)
Disneyland Resort
11.2017 - 11.2023
- Frontline manager of complex operations consisting of 50 employees at a time
- Used coaching and one on one check-ins to create an environment which promoted the development and growth of employees
- Assisted with customer concerns in a way that created a positive outcome while considering company values
- Developed strategies to increase efficiency in operations to maximize both customer satisfaction and company profit
- Collaborated with other lines of business to create service solutions and customer recovery.
Attractions Trainer (Operations Trainer)
Disneyland Resort
02.2016 - 11.2023
- Conducted performance assessments of trainees to monitor their progress and provided feedback to supervisors
- Edited and updated the operating guides in a variety of locations across the Disneyland Resort to maintain alignment with State and Federal Guidelines
- Managed a diverse team of over 10 trainers and monitored their progress using mentoring, coaching, and recognition
- Developed new training tools and techniques to help employees better understand complex operations
- Trained over 100 employees, including new hires and cross trainees, in a variety of environments including classroom, one on one, and on the job.
Education
Bachelor of Arts - History
01.2014
Skills
- Time Management
- Leadership
- Conflict Resolution
- Collaboration
- Customer service
- Mentoring
- Training & Development
- Assistant Manager Experience
Timeline
Attractions Working Lead (Assistant Manager) - Disneyland Resort
11.2017 - 11.2023
Attractions Trainer (Operations Trainer) - Disneyland Resort
02.2016 - 11.2023
California State University - Fullerton - Bachelor of Arts, History
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