Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Secondary Address
Certifications Courses
Timeline
Generic
Shanice Smith

Shanice Smith

Chaguanas

Summary

Dynamic Service Excellence Training Manager at Disney Cruise Line, adept at developing impactful training programs that enhance customer satisfaction. Proven leadership in employee engagement and performance evaluation, driving continuous improvement. Skilled in conflict resolution and motivational speaking, fostering a collaborative environment that empowers teams to excel.

Overview

10
10
years of professional experience

Work History

Service Excellence Training Manager

Disney Cruise Line
Orlando
04.2024 - Current
  • Led the development of training programs, improving customer satisfaction.
  • Managed training calendar for entire fiscal year, including setting course plans, training spaces and department rotations.
  • Identified areas of improvement in existing training methods and procedures.
  • Advised management on best practices related to employee education initiatives.
  • Presented training information via role playing, simulations and team exercises.
  • Evaluated effectiveness of training by using feedback surveys, focus groups and other relative means.
  • Facilitated workshops for groups or individuals on topics related to professional development.
  • Designed training schedules for new and existing employees.
  • Completed day-to-day duties accurately and efficiently.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Implemented coaching strategies to increase employee engagement.
  • Established service standards leading to recognition as a top training.
  • Managed training team to deliver workshops enhancing service skills and communication.
  • Create and conduct Food Allergy Procedure Classes.
  • Create and conduct Responsible Vendor Classes.
  • Conducted regular audits on service standards and product quality.
  • Trained New hires, employees, and procedures and processes in the United States Public Health.
  • Maintained up-to-date records of employee training activities within the organization's database system.
  • Coordinated with managers to identify skill or knowledge gaps and implement training needs.
  • Researched emerging trends in corporate learning solutions.

Fine Dining Hostess (REMY)

Disney Cruise Line
Orlando
11.2018 - 04.2024
  • Managed guest reservations and seating arrangements in a high-end dining environment.
  • Provided exceptional customer service and addressed any guest concerns promptly.
  • Coordinated with servers and kitchen staff to ensure smooth flow of service.
  • Demonstrated professionalism and poise in a fast-paced, upscale dining setting.
  • Constructed table and floor plan for service staff.
  • Answered Emails and phone calls.
  • Made General supply Orders.
  • Printed menus and invitations and Thank you Notes.
  • Filled Reports and Collected service scores.

Front Desk Clerk

Caribbean Eye Institute
Valpark
04.2019 - 07.2020
  • Efficiently scheduled appointments, communicated with patients, and maintained patient records.
  • Assisted in verifying insurance coverage, processing payments, and explaining financial responsibilities.
  • Skilled in operating office equipment, managing paperwork, and ensuring a welcoming reception area.
  • Collaborated with healthcare staff to prioritize patient needs and maintain a high level of customer service.
  • Answered telephones and greeted visitors to assist, answer questions, and direct.
  • Received incoming calls and coordinated with staff to fulfill customer requests.
  • Wrote and maintained incident reports, daily activity logs, and other documents as requested by management.
  • Welcomed patrons to the front desk and engaged in friendly conversations while conducting the check-in process.

Dining Room Waiter

Disney Cruise Line
Orlando
01.2016 - 07.2018
  • Provided attentive service and recommendations to guests, ensuring a positive dining experience.
  • Managed multiple tables simultaneously, maintaining efficiency and professionalism during busy shifts.
  • Collaborated effectively with kitchen staff to ensure accurate and timely meal delivery.
  • Addressed guest concerns promptly and professionally, enhancing customer satisfaction and loyalty.

Room Service Telephone Operator

Disney Cruise Line
Orlando
07.2016 - 10.2017
  • Experienced in handling high volume of incoming calls and accurately taking orders.
  • Skilled in providing exceptional customer service, ensuring guest satisfaction with every interaction.
  • Proficient in using computer systems to track orders, process payments, and update guest information.
  • Trained in menu knowledge to make recommendations and upsell items to guests.
  • Handled typing and data entry duties to correct and update electronic telephone directories.
  • Took messages accurately and delivered them promptly to the intended recipient.
  • Assisted customers with placing orders over the phone.
  • Provided customer service to callers by answering questions and providing requested information.

Quick Service Attendant

Disney Cruiseline
Orlando
08.2015 - 07.2016
  • Followed proper food handling techniques according to company policies.
  • Monitored food preparation to ensure quality standards were met.
  • Tracked food and beverage items, placing orders to replenish inventory to avoid low stock levels.
  • Resolved customer complaints on time.
  • Handled customer inquiries and resolved complaints to maintain a positive service experience.
  • Managed customer orders in an efficient manner while ensuring accuracy.
  • Greeted customers and provided excellent customer service.
  • Coordinated with team members to ensure efficient shift transitions and continuous operation.

Education

High School - Modern Studies

St Georges College
Barataria, Trinidad and Tobago
01.2010

Some College (No Degree) -

University of The West Indies
St Augustine, Trinidad And Tobago

Skills

  • Customer focus
  • Communication
  • Leadership
  • Problem solving
  • Training programs
  • Time management
  • Conflict resolution
  • Team building
  • Attention to detail
  • Performance evaluation
  • Customer service
  • Performance improvement
  • Team collaboration
  • Employee training
  • Training program development
  • Motivational speaking
  • New hire onboarding
  • Classroom instruction
  • Training delivery
  • Staff presentations
  • Employee engagement
  • New employee training
  • Coaching and mentoring

Personal Information

  • Date of Birth: 08/26/92
  • Nationality: Trinidadian

Languages

English, native

Secondary Address

#77 Fairview Park, Freeport, Trinidad and Tobago

Certifications Courses

  • Elementary First Aid
  • Fire Prevention and Fire Fighting Theory
  • Passenger Ship Training
  • Personal Survival Techniques
  • Security Awareness
  • Personal Safety and Social Responsibilities

Timeline

Service Excellence Training Manager

Disney Cruise Line
04.2024 - Current

Front Desk Clerk

Caribbean Eye Institute
04.2019 - 07.2020

Fine Dining Hostess (REMY)

Disney Cruise Line
11.2018 - 04.2024

Room Service Telephone Operator

Disney Cruise Line
07.2016 - 10.2017

Dining Room Waiter

Disney Cruise Line
01.2016 - 07.2018

Quick Service Attendant

Disney Cruiseline
08.2015 - 07.2016

High School - Modern Studies

St Georges College

Some College (No Degree) -

University of The West Indies

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Shanice Smith