SAMANTHA SULLIVAN
Kissimmee,FL
Overview
12
12
years of professional experience
Work History
Digital Guest Communications Coordinator
Universal Orlando Resort
Orlando, Florida
04.2021 - Current
- Monitors social media channels and responds to direct messages and posts on Facebook and Twitter in a fast-paced environment
- Responds to reviews on Google, Yelp, TripAdvisor, App Stores, etc., and provides quality, personalized responses tailored to each Guest
- Resolves Guests' concerns to ensure an overall excellent experience and provides recovery as needed to ensure Guest satisfaction
- Handles sensitive situations in a timely manner through conflict resolution and negotiation strategies
- Thoroughly and accurately documents Guest feedback to analyze as well as creates reports based upon these trends to share with leadership
- Creates personalized WOW moments for Guests by partnering with leaders across resort operations to provide an unforgettable Guest experience
- Trains Coordinators and members of Management on the Digital Guest Communications role and provides assistance to new Team Members after they are trained by being readily available to answer questions and provide support
Digital Guest Communication Senior Coordinator
Universal Orlando Resort
Orlando, FL
01.2023 - 03.2023
- Performed audits of social media posts and responses on Facebook, Twitter, and review platforms to ensure response quality and brand voice in both public and private messages
- Provided real-time feedback to coordinators based on quality audits and real-time social media monitoring
- Trained coordinators and incoming members of Management on the Digital Guest Communications role, as well as delivered specialized training when needed
- Sought out opportunities to provide recognition, both on an individual level and on a team level
- Assisted with daily administrative tasks, such as ensuring park hours are properly listed across all online platforms
- Escalated sensitive tweets and posts, messages, and Guest situations to the appropriate partners across the resort in a timely manner
- Utilized Guest feedback in order to create reports based on trends to be shared with leadership
- Provided support to Digital Communications Coordinators by answering questions, providing feedback, and responding to real-time Guests as needed
Guest Services Coordinator
Universal Orlando Resort
Orlando, FL
11.2017 - 04.2021
- Utilized creative problem-solving, personal interactions, and negotiation skills to resolve Guest situations
- Observed and documented Guest experiences throughout the park to make recommendations about how to further improve these experiences as a Guest Services Ambassador
- Answered Guest questions through an in-depth knowledge of Universal Orlando Resort and its supporting products
- Asked exploratory questions to document Guest concerns as well as investigate an array of issues and determined appropriate compensation
- Trained and cross-trained incoming Team Members on the Guest Services role and provided follow-up support as needed
VIP Tour Guide
Universal Orlando Resort
Orlando, FL
09.2017 - 11.2019
- Led tours through Universal Studios Florida, Islands of Adventure, and marquee events
- Created itineraries based on Guests' needs and wants
- Retained extensive knowledge of the Universal Orlando Resort and the company's history
- Provided excellent Guest Service through personalized interaction with all Guests
- Adapted quickly to last-minute changes to continually ensure a positive Guest experience
- Wrote daily tour summaries
Attractions Attendant (MEN IN BLACK: Alien Attack)
Universal Orlando Resort
Orlando, FL
06.2016 - 09.2017
- Operated sophisticated ride system and ensured the safety of our Guests, while maintaining impeccable levels of Guest service
- Utilized Guest Service recovery tools, such as accommodations and SAPs, to provide the best vacation experience possible.
- Worked in a fast-paced environment, relying on quick problem-solving skills to resolve Guest situations
Social Media Intern
University of Minnesota Women's Center
Minneapolis, MN
09.2014 - 08.2015
- Researched current events and information for blog posts, using trusted and reliable sources for reputability
- Wrote and edited bi-weekly posts
- Communicated with senior staff regarding potential topics, edits, and deadlines
Co-Director of Communications
PRSSA
Minneapolis, MN
09.2013 - 12.2013
- Developed weekly social media content calendar and executed posts on Twitter, Facebook, and Instagram
- Wrote and edited weekly blog posts that communicated chapter and industry news
- Collaborated with other committees to create consistent brand messaging
Brand Ambassador
The Minnesota Daily
Minneapolis, MN
09.2013 - 12.2013
- Identified high-traffic areas to promote the brand based on demographic interest
- Created brand awareness to build repeat readership through engaging in on-campus events
- Shared stories and events via Twitter and Facebook
- Created comparative analysis of college newspaper sites and presented it to the head of marketing
- Among the top 3 ambassadors in in-person event engagement
Education
BACHELOR'S DEGREE - COMMUNICATIONS AND STRATEGIC COMMUNICATIONS
University of Minnesota Twin Cities
Minneapolis05.2015
Skills
- Microsoft Office proficiency
- Sprinklr
Accomplishments
Awarded the Gold Hashtag Award for Guest Services - Social Media in Quarter 4 of 2021, Quarter 3 of 2022, and Quarter 1 of 2024
Timeline
Digital Guest Communication Senior Coordinator
Universal Orlando Resort
01.2023 - 03.2023
Digital Guest Communications Coordinator
Universal Orlando Resort
04.2021 - Current
Guest Services Coordinator
Universal Orlando Resort
11.2017 - 04.2021
VIP Tour Guide
Universal Orlando Resort
09.2017 - 11.2019
Attractions Attendant (MEN IN BLACK: Alien Attack)
Universal Orlando Resort
06.2016 - 09.2017
Social Media Intern
University of Minnesota Women's Center
09.2014 - 08.2015
Co-Director of Communications
PRSSA
09.2013 - 12.2013
Brand Ambassador
The Minnesota Daily
09.2013 - 12.2013
BACHELOR'S DEGREE - COMMUNICATIONS AND STRATEGIC COMMUNICATIONS
University of Minnesota Twin Cities