Norma Aftis-Diaz
Kissimmee,FL
Summary
- Time management with ability to manage multiple priorities, meet time bound goals and handle emergency situations, e.g. Control of the call in order to keep the conversation on topic, comply with the department goals in terms of the length of a call, and be prompt to assist when, a necessary communication is imperative in order to keep the momentum between the New Member and the newly acquired membership.
- Comfortable supporting and partnering with multiple teams, both salaried and hourly cast at all levels.
- Exhibited ability to work in multiple computer systems, while also being able to identify and resolve issues.
- Organizational skills with attention to detail, e.g. By maintaining record of calls taken and the status of the contract at the time of the call. Accurately prioritize the order in which tasks need to be completed, checking the schedules daily to stay on top of trainings or meetings required by the department.
- Communicate information written and verbally.
- Guest service skills (in person, over the phone and email), e.g. More than 25 years of experience between working with the Disney reservation Center as an, on the phone travel advisor, worked with the Welcome Home Breakfast Team welcoming and assisting New Members, assist with other support teams like Online communications in answering Spanish incoming emails
- Fluent in English and Spanish.
Overview
20
20
years of professional experience
Work History
DVC Member Services Advisor
Walt Disney World/Disney Vacation Club
10.2022 - Current
- Helped large volume of Members every day with positive attitude and focus on Member satisfaction.
- Respond to Member calls in order to answer questions and or concerns about the DVC product and services, including but not limited to, general Membership questions, reservations and general technical support.
- Handle Member challenges with prompt, courteous service to uphold professional reputation.
- Learned and maintained in-depth understanding of the DVC product and services information, to offer knowledgeable and educated responses to diverse Member's questions and situations.
- Uphold company PII guidelines.
DVC Member Education Advisor
Walt Disney World Resort/Disney Vacation Club
08.2014 - 10.2022
- Assist Members as their first point of contact with Member Services and create an environment of trust and familiarity between the Members and Member Services.
- Providing detail information to Members on the basics of the Membership, in order to set up them up for success.
- Uphold company PII guidelines.
- Assist with training for new Member Orientation Advisors.
- Partnering with other Support teams, to ensure the completion of goals within business goals.
- Keep record of inbound and outbound calls with the purpose of maintain an outstanding level of service and identify any areas of opportunity.
DVC Member Services Advisor
Walt Disney World/ Disney Vacation Club
11.2006 - 08.2014
- Helped large volume of Members every day with positive attitude and focus on Member satisfaction.
- Respond to Member calls in order to answer questions and or concerns about the DVC product and services, including but not limited to, general Membership questions, reservations and general technical support.
- Handle Member challenges with prompt, courteous service to uphold professional reputation.
- Learned and maintained in-depth understanding of the DVC product and service information to offer knowledgeable and educated responses to diverse Member's questions and situations.
- Uphold company PII guidelines.
ETR Associate
Walt Disney World Company
04.2005 - 11.2006
- Streamlined workflow processes by working collaboratively with fellow Cast Members, resulting in increased efficiency and productivity.
- Performed routine data entry and document management like: Enter and record time worked, vacation time and benefits for Cast Member.
- Responded to in-person and telephone requests from Cast Members.
- Willingness to work flexible hours to meet seasonal and business needs.
Education
Associate Degree in Communications - Public Communication
Universidad De Puerto Rico
San Juan, PR05.1992
Skills
Team Work
Fluent in Spanish
Ability to work independently as well as in a group
Vast experience in Customer Service
Languages
Spanish
Full Professional
English
Professional Working
Timeline
DVC Member Services Advisor
Walt Disney World/Disney Vacation Club
10.2022 - Current
DVC Member Education Advisor
Walt Disney World Resort/Disney Vacation Club
08.2014 - 10.2022
DVC Member Services Advisor
Walt Disney World/ Disney Vacation Club
11.2006 - 08.2014
ETR Associate
Walt Disney World Company
04.2005 - 11.2006
Associate Degree in Communications - Public Communication
Universidad De Puerto Rico
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