Monica-Lynn Orrico
Woodstock,GA
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Guest Services Representative
ShopDisney
10.2021 - Current
- Self-starter and maintained consistent work during shift hours
- Answer inbound calls, chats and email assisting Guests, providing impeccable Guest Service
- Support Retail Guests who need assistance, partnering with internal Cast as needed for full resolution
- Provide support for operational efficiencies as needed including assigned escalated Guest opportunities
- Contact Guests via outbound calls and emails
- Identify and resolve opportunities and finding the resolutions that best meet Guest's needs while using all all available resources
- Used resources and support during escalated opportunities and worked with appropriate supervisors/managers to expedite resolution to Guest satisfaction
- Take a proactive role in maintaining excellent Disney brand standards in Guest Service
- Uphold all company policies as outlined in the Standard Operating Procedures, Employee Policy Manual and Code of Business Conduct
- Enhanced guest satisfaction by providing exceptional customer service
- Assisted Guest's with opportunities with merchandise purchases from shopDisney and within the Parks and Resorts
Cast Member
Disney Store
10.2019 - 05.2021
- Enhanced guest experience by providing exceptional customer service and maintaining a positive attitude.
- Assisted in creating memorable experiences for guests through interactive entertainment and engaging activities.
- Collaborated with fellow cast members to ensure seamless operations and consistent guest satisfaction.
- Contributed to the success of special events by executing assigned tasks efficiently and professionally.
- Maintained cleanliness and organization throughout various areas, contributing to an enjoyable atmosphere for guests.
- Handled cash and credit card transactions effectively, ensuring accuracy and adhering to company policies for financial security.
- Resolved guest concerns in a timely manner, demonstrating commitment to excellent customer service.
- Supported team members during peak times by taking on additional roles when needed, fostering a cooperative work environment.
- Implemented problem-solving skills when addressing unexpected challenges or changes within the workplace setting.
- Managed inventory accurately, reducing shrinkage rates while maintaining adequate stock levels for guest convenience.
- Adhered strictly to company guidelines for appearance standards and conduct while representing the brand both on-stage and offstage.
Travel Planner
Self-Employed - DreamFinder Travel
10.2012 - 04.2019
- Certified in Disney and Disney Cruise Line Travel
- Certified in Universal Orlando Travel Planning
- Specialized in Disney Resort Packages and Land & Sea Packages with Disney Cruise Line
- Enhanced client satisfaction by creating tailored travel itineraries for various destinations.
- Conducted thorough research on destinations and travel services to provide accurate information to clients.
- Monitored industry trends and attended trade shows to stay informed about new products and services available to customers.
- Resolved customer complaints promptly, maintaining a high level of customer satisfaction throughout the process.
- Maintained detailed records of client preferences and special requests in order to personalize future travel plans effectively.
- Streamlined booking processes for improved efficiency and reduced errors in reservations.
- Collaborated with suppliers to negotiate competitive rates, resulting in cost savings for clients.
- Developed strong relationships with clients, ensuring repeat business and positive word-of-mouth referrals.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Followed up with customers to increase customer service with travel plans.
- Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
- Collaborated with colleagues to create and promote special travel packages.
- Updated and maintained customer databases to increase customer retention.
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Created promotional materials to increase visibility and attract larger market share.
- Administered customer surveys to measure satisfaction with services and better understand desires and expectations.
- Implemented automated office systems, optimizing client, and data communications as well as records management.
Education
Associate of Applied Science - Accounting And Business Management
Berkeley College
White Plains, NY03.1990
Skills
- Issue Resolution
- Flexible Schedule
- Complaint Handling
- Computer Skills
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
- Active listening
- Time management
- Conflict resolution
- Organizational skills
- Excellent communication
- Empathy and understanding
- Telephone etiquette
- Positive attitude
Timeline
Guest Services Representative
ShopDisney
10.2021 - Current
Cast Member
Disney Store
10.2019 - 05.2021
Travel Planner
Self-Employed - DreamFinder Travel
10.2012 - 04.2019
Associate of Applied Science - Accounting And Business Management
Berkeley College
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