Molly J. Joyner
Orlando
Summary
An innovative and strategic manager, leader, trainer, communicator and coach with a proven track record of success by providing development, leading change, managing multiple priorities and deadlines, delivering bottom line results, and providing world-class Guest experiences. Strengths include: Communication – Create dynamic, interesting & effective communication to all levels of an organization Development – Curate and deliver individualized leadership coaching and development Experience – Dynamic leader, trainer and talent recruiter with ability to adapt quickly to business changes Leadership – Ability to build enduring trust amongst teams by personalizing interactions Operational Creativity – Ability to develop highly effective teams that provide Disney level service Analytical Skills – Ability to creatively solve complex problems, enhancing efficiency and profitability
Overview
20
20
years of professional experience
Work History
Manager, eCommerce Sales & Solutions
Walt Disney Travel Company
09.2024 - Current
- Led team of 8-10 salaried Leaders across multiple eCommerce lines of business, including Internet Help Desk, Sales Chat and Spanish Internet Help Desk, developing coaching skills, monitoring performance, driving key sales metrics and managing operational needs of Disney Central
- Partnered with internal and external teams to streamline Guest experience on Disneyworld.com, and the MyDisneyExperience app, resulting in higher chat conversion and Guest satisfaction
- Expanded the Spanish Chat line of business including longer operating hours, ability to transfer chats from English to Spanish speaking Cast Members and streamlined experience of Spanish speaking Guests to our website and app, resulting in more in-language support, higher conversion and higher sales volume
- Partnered with HRBP representative to decide on appropriate Cast Member disciplinary action, and worked with Leaders to deliver coaching, performance management, suspension and termination
Manager, Sales & Service
Walt Disney Travel Company
12.2022 - 09.2024
- Participated in multiple Temporary Assignments at business’s request, for pre-determined amounts of time, demonstrating an ability to drive the business forward during times of Leadership changes
- Led team of 8-10 salaried Leaders across multiple sales lines of business, including Consumer Direct Sales, Travel Trade business to business sales, Walt Disney Travel Company International, Latin America Consumer Direct and Multi-Language Spanish sales; developing coaching skills, monitoring performance, driving key sales metrics and managing operational needs of Disney Central
- Focused on sales communication strategy, tailoring messages for salaried Cast base of 120+, hourly Cast base of 1,500 and demonstrated ability to communicate effectively to all levels of the organization
- Worked directly with executive leadership on key performance metrics to drive the success of the operation, increasing sales metrics, driving recognition programs and coaching Leaders
Manager, Project Development
Walt Disney Travel Company
11.2021 - 12.2022
- Led several projects and priorities simultaneously, taking Executive and Senior Leader direction, gathering key stakeholders and business owners and moving projects through to completion, ensuring successful project launches of eCTIS, Star Gala, 2020 Rally, Executive Town Hall and several topics given to Front Line Leaders to enhance the Guest and Agent experience
- Developed and launched the GADGET call disposition tool, working with each individual business unit within Disney Central to tailor the form to each area, ensuring each area captures the needed information, allowing Disney Central to better understand Guest call patterns and call drivers
- This resulted in several business decisions and changes, improving the Guest and Customer experience
- Wrote and delivered Executive level communication for several key projects, ensuring the voice of Disney Central is captured and delivered to the organization
Sales Effectiveness Leader
Walt Disney Travel Company
02.2017 - 11.2021
- Expanded scope of the SEL role to include all operating areas within Disney Central, creating a holistic Leadership strategy and providing development and training to 100+ Salaried Leaders of varying tenure
- Facilitated new Leader training with a focus on Disney Leadership strategy, coaching styles, agent development and system processes, resulting in stronger leadership team and higher overall performance
- Designed and delivered monthly promotions for the organization, coordinating with stakeholders and tracking KPIs to enhance the business in individual business units
- Wrote, developed and implemented several sales classes and team meeting topics including reducing Average Handle Time, Guest Satisfaction, increasing Sales of KPIs tailoring messages to individual areas
Human Resources Recruiter
DriveTime Automotive Group
12.2015 - 02.2017
- Consistently exceeded monthly hiring goal, earning highest payout for incentive-based hiring, for both high volume training classes and specialized roles while cultivating relationships with hiring managers
- Trained, onboarded and coached new recruiters, reviewing applicant tracking systems, best practices, call flow and most productive questions to ask candidates, which decreased overall company turnover
Centurion Dedicated Travel Team Leader
American Express Travel and Lifestyle Services
08.2015 - 12.2015
- Coached tenured agents through business changes, resulting in excellent card holder experiences
- Developed strategy for and implemented integration of three main areas of card holder needs into one dedicated department, allowing affluent card holders to achieve one call resolution
Sales Leader
Walt Disney Travel Company
11.2009 - 06.2014
- Managed and led a team of 20-25 reservation sales agents, teaching system processes, company policies and developing sales skills to offer world class Disney service while maximizing sales opportunities
- Created specialized training syllabus for newly hired agents, prioritizing topics to learn, resulting in higher retention of new hire agents and more well-rounded agents upon graduation from the Academy
- Taught consultative sales, questioning strategy, upselling opportunities and how to identify guests needs, balancing time and sales goals, which led to top sales amongst nine competing teams
Reservation Sales Agent
Disney Reservation Center
08.2004 - 11.2009
- Consistently achieved 130% or more of sales goals in high volume environment, focusing on features and benefits, upselling opportunities, creating Disney loyal guests and providing exceptional service
Education
Bachelor of Arts - Journalism – Advertising Concentration, English Minor
University of Maine
05.2004
Skills
- Communication
- Development
- Experience
- Leadership
- Operational Creativity
- Analytical Skills
Timeline
Manager, eCommerce Sales & Solutions
Walt Disney Travel Company
09.2024 - Current
Manager, Sales & Service
Walt Disney Travel Company
12.2022 - 09.2024
Manager, Project Development
Walt Disney Travel Company
11.2021 - 12.2022
Sales Effectiveness Leader
Walt Disney Travel Company
02.2017 - 11.2021
Human Resources Recruiter
DriveTime Automotive Group
12.2015 - 02.2017
Centurion Dedicated Travel Team Leader
American Express Travel and Lifestyle Services
08.2015 - 12.2015
Sales Leader
Walt Disney Travel Company
11.2009 - 06.2014
Reservation Sales Agent
Disney Reservation Center
08.2004 - 11.2009
Bachelor of Arts - Journalism – Advertising Concentration, English Minor
University of Maine
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