Summary
Overview
Work History
Education
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Honors Awards
Honors Awards
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Wendy Francone

Wendy Francone

Walnut, California,CA

Summary

I am a well-rounded leader with extensive knowledge of training, project management, and background for OJT (on the job training), recruiting, facilitation and documentation. My passions include anything related to training and development. The opportunity to teach people life skills that they can take with them in their career. I consider myself a subject matter expert in Customer Service and Guest Service. One of my focuses was to educate and implement four and five diamond standards in my departments (Front Desk, Guest Services, Bell Services, Valet, and Childcare). I enjoy working in a fast-paced environment and taking on new challenges. I am "Out of the Box" thinker and has a focus on delivering world-class service to any organization. I am an outgoing, hardworking, and dedicated leader. I believe in using teachable moments to educate my team. I offer mentoring and development for my team to help them in their career paths. Customer-oriented Program Manager with over 3 years of experience in strategic planning and complex problem-solving. Expert in networking, marketing, cross-functional communication, employee supervision and process improvements. Decisive leader ready to leverage background in program management to expand organizational success. Accomplished Program Manager provides in-depth understanding of developing and implementing organizational strategies. Well-versed in spearheading new initiatives to support functional operations and project completion. Excellent aptitude for financial management, budgeting, procurement and contracting. Proficient in managing logistics analysis, including inventory and supply chain performance.

Overview

27
27
years of professional experience

Work History

Program Manager

Amazon
11.2021 - Current
  • Support DSPs at new station launches, DSP's launching in existing sites and peak volume ramps
  • Collaborate with Field Leadership, DSP Owners, Capacity Planning and Business Coaches
  • Build the year-round strategy, launch strategy, and peak hiring plans for stations and DSPs in the region
  • Identify gaps in driver capacity at a station level and work with stakeholders to address proactively
  • Execute strategy to deliver driver counts needed to meet year-round capacity needs
  • Provide a best in class onboarding experience for DSP and station needs
  • Reduce the dwell time of candidates and improve the conversion of candidates through the onboarding life-cycle
  • Support senior field leaders with DSP Business Reviews and provide support for DSP driver growth needs
  • Develop business understanding of key stations, and geographic variation to support overall strategy
  • Experience for Delivery Associates, improving the onboarding experience for new drivers and DSP owners
  • Conduct weekly data analysis to support senior leaders in the region to identify forward looking capacity risk

Area Manager II

Amazon
01.2020 - 11.2021
  • Working with multiple business and technical teams across the company to manage the operations, drive continuous improvement and enhance carrier performance.
  • Influencing leadership across retail leadership, customer service operations, technology teams, multiple carrier partners and senior leadership.
  • Cross-team coordination, project management, effective verbal/written communication and executive presentation skills.
  • Lead and develop a team of Amazon On Road Leads; motivating, mentoring, and coaching your team.
  • Engage teams to maintain the highest levels of safety, quality, attendance, Delivery Service Partner (DSP) performance and engagement.
  • Provide associates with the tools, knowledge and training needed for success.
  • Drive productivity and efficiency through data-driven decisions and analytical problem-solving.

Management, Training and Development Consultant

03.2016 - 12.2019
  • Offer training and develop support for clients in the following industry (pharmaceutical, start up, and hospitality sector).
  • Consulted with clients and created training programs, wrote, edited and developed curricula for clients.
  • Developed, designed and facilitated training material for employees.
  • Presented presentations to management and clients for implementation to improve the operations and processes in various departments.
  • Responsible for implementing and managing any training needs.
  • Clients include: Pharmalynk HTA (Los Angeles Hospitality Training Academy), Balboa Bay Resort, and Redondo Beach Marriott.

Director Of Client Services

Inhale Health
06.2018 - 05.2019
  • Create and develop sales training guides for national sales representatives.
  • Generate and cultivate brand awareness with wholesale partners.
  • Manage and maintain HubSpot (CRM) for generating new Clients (domestically and internationally).
  • Work with Independent Pharmacy Owners, Pharmacist, and Staff to train about product awareness and knowledge.
  • Assist Clients with customer service on all e-commerce channels.
  • Partner with Distribution Clients (domestic and international)
  • Provide support with wholesale and retail locations.
  • Develop workflows on processes and procedures for departments.
  • Provide business partnership and communication to all our new and existing Partners and Clients.
  • Plan, partner and execute trade shows calendar domestically and internationally.
  • Work closely with the CEO on any business planning, development, and company goals.
  • Plan, coordinate, organize and participate in convention trade shows to showcase the product line.
  • Provided thought leadership and best practices, both internally and externally, around business transformation.
  • Directed and led team projects focused on continuous improvement.

Resident Services Manager

Greystar (International)
07.2017 - 01.2018
  • Manages customer support to 700 units in the community for Residents by assisting with service requests, accounting, and rental issues, and coordinating other miscellaneous Resident related functions to achieve community goals surrounding Resident retention.
  • Achieve the community's Resident satisfaction and retention goals by ensuring Resident complaints and concerns are resolved promptly, and by answering questions concerning rent and fee payments.
  • Organize and coordinate Resident functions, including parties, birthday cards, welcome parties, unit visits, and other events as directed.
  • Develop, produce and coordinate Resident communications, by creating weekly newsletters, monthly surveys, lease violation letters, and other notifications to the Residents.
  • Organize and coordinate Resident events, including parties, holiday parties, birthday cards, welcome parties, unit visits, and other activities as directed.
  • Reviewing the Courtesy Officer nightly reports and following-up on incident reports and send out lease violation notices to violators as necessary, and ensuring the leasing office is secured for the evening.
  • Complete call-backs on all maintenance service requests within 24 hours to ensure customer satisfaction.
  • Checks the Resident Services voicemail line and answers call throughout the day for messages, and returns call as necessary.
  • Assigns, monitors, and audits parking spaces and storage spaces for the community.
  • Maintains, responds, and updates the community intranet active building.
  • Advance knowledge of Yardi and Entrada systems for the property.
  • Partners with Security team leaders to discuss any changes or improvements needed for the community.
  • Monitor and partner with Parcel Pending to assist in Residents getting their packages.
  • Monitor, respond and report Online Reputation Management (ORM)
  • Partner with areas with lower scores to improve the overall score
  • Report any trends to department Managers and Property Manager.

National Customer Service Manager

WallyPark Airport Parking
09.2016 - 02.2017
WallyParkts, or requests for compensation.

Hospitality Now Coach

Wyndham Vacation Ownership
09.2015 - 03.2016
  • Facilitating Hospitality Now classes to new Associates with WVO
  • Organize monthly calendar for ongoing classes
  • Schedule facilitators for any classes with registered participants
  • Implement classes in English and Spanish
  • Promote WVO Service Standards and Brand

Front Office Manager

Wyndham Destinations
03.2015 - 03.2016
  • Lead all areas of the Front Office which includes: Assistant Guest Services Manager, Supervisors, and all Guest Service Associates.
  • Organize, plan and inventory merchandise in the lobby gift shop.
  • Create and implement any processes or procedures to improve Guest Service scores.
  • Interview, hire and train new employees of the Front Office.
  • Be able to provide timely monthly reports, Associate annual reviews, and any department numbers as requested by Assistant General Manager and General Manager
  • Interact and provide positive Guest Experiences
  • Manage department schedule and labor
  • Plan and facilitate monthly team meetings
  • Build positive working relationships with key department Managers on the property

Training Facilitator

Disney Parks, Experiences and Products
10.2013 - 07.2015
  • Conducted classes for Ops Training and Disney Institute.
  • Educated adult learners about the Disney Way.
  • Taught the Sharing the Legacy content to new OJT Trainers in a variety locations
  • Developed and create content for Train the Trainer Classes for all levels (employees, supervisors, and managers).
  • Plan ice breakers and team building activities to assist with content retention

Guest Services Manager

Disney Parks, Experiences and Products
01.2003 - 03.2015
  • Successfully managed the activities of over 250 team members in multiple locations.
  • Managed the Front Desk, Bell Services, Phone Center, Kiosk, Guest Services Desk
  • Craftsman's Club, VIP Coordinators, Valet Services, Lobby Ambassador and Pinocchio's Workshop.
  • Trained and implemented AAA standards for all locations.
  • Developed communication process to ensure all Cast Members received the most accurate information to provide to Guests.
  • Managed daily labor and maintained the occupancy of the Hotel.
  • Mentor and Developed employees.
  • Managed weekly and daily labor in all locations.
  • Provide reward and recognition to all Cast Members.
  • Developed, implemented training classes for any specific "On the Job" (OJT) needs.
  • Created roles or positions to stay ahead of the service industry and uphold the world-class service.
  • Identify any improvements needed to make changes in any processes and procedures.
  • Provided performance feedback and appraisals to hourly teams.
  • Provide leadership to all supervisors in each location.
  • Assisted Resort Guests and VIPs to provide Disney Magic to create lifetime memories.

Recruiter

The Walt Disney Company
10.2011 - 10.2012
  • Recruited and conducted interviews with 10-12 applicants per day.
  • Identified staff vacancies recruited, interviewed and selected applicants.
  • Served as liaison between Casting and Hotel leadership teams by handling Casting related questions.
  • Partnered with different lines of business to plan secondary interview logistics.
  • Scheduled candidates for secondary interviews with all Disney Resort Hotel positions that require a secondary interview.
  • Assisted in Disney job fairs at colleges, culinary schools, and technical schools.

DVC Team Manager

Disney Parks, Experiences and Products
10.2008 - 09.2009
  • Developed the role of Disney Vacation Club (DVC) Specialist.
  • Created, implemented and facilitated training classes for the position.
  • Scheduled facilitators and employees to on the job training for the department.
  • Ensure the content is delivered and sustained by new hires in the area.
  • Created awareness of the new position to all 3 Resort Hotels.

Front Desk Manager

Disneyland Resort
11.1999 - 01.2009
  • Organized, developed, and created the master plan for pre-opening training.
  • Managed the Core Trainer Team, On Stage Training Team and Lead Team.
  • Established an interview process for all the teams within our department.
  • Developed and implemented recognition programs to promote Cast Member appreciation.
  • Partnered with other areas to develop training programs.
  • Created Service Recovery and Train the Trainer Classes.
  • Perform Cast Member appraisals and maintain training budget.

Documentation Specialist

Disneyland Resort
01.1999 - 11.1999
  • Managed the Location Operating Guidelines (LOG's) project and Training Tools for 25 departments.
  • Created, developed, and organized documentation for review and approval by area Managers
  • Assistant Managers, Resident Manager, General Manager, and Legal.
  • Developed time-lines, project completion dates and organized meetings with 25 departments.
  • Trained and educated Cast Members on documentation formatting, content, and accuracy of the
  • Location Operating Guidelines.

Core Trainer

Disneyland Resort
10.1996 - 11.1998
  • Supervised all areas of training and development for the Front Desk.
  • Create and develop a team of On-Stage Trainers.
  • Wrote and implemented new training manuals.
  • Motivating and inspiring fellow Cast Members to provide exceptional Guest Service.
  • Developed and implemented "Bringing Back the Magic" classes.
  • Created a consistent schedule for a new hire for OTJ training.
  • Provided training feedback and updates to the Leadership team.

Education

Bachelor's Degree - Communications - Broadcast Journalism

California State University, Fullerton
01.1996

Skills

  • Customer Service
  • Training
  • Team Building
  • Project Planning
  • Management
  • Leadership Development
  • Business Planning
  • Scheduling
  • Human Resources
  • Hospitality Management
  • Talent Recruitment
  • Team Development
  • Operations Management
  • Business Development
  • Public Speaking
  • Logistics Operations
  • Employee Scheduling

Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Timeline

Program Manager

Amazon
11.2021 - Current

Area Manager II

Amazon
01.2020 - 11.2021

Director Of Client Services

Inhale Health
06.2018 - 05.2019

Resident Services Manager

Greystar (International)
07.2017 - 01.2018

National Customer Service Manager

WallyPark Airport Parking
09.2016 - 02.2017

Management, Training and Development Consultant

03.2016 - 12.2019

Hospitality Now Coach

Wyndham Vacation Ownership
09.2015 - 03.2016

Front Office Manager

Wyndham Destinations
03.2015 - 03.2016

Training Facilitator

Disney Parks, Experiences and Products
10.2013 - 07.2015

Recruiter

The Walt Disney Company
10.2011 - 10.2012

DVC Team Manager

Disney Parks, Experiences and Products
10.2008 - 09.2009

Guest Services Manager

Disney Parks, Experiences and Products
01.2003 - 03.2015

Front Desk Manager

Disneyland Resort
11.1999 - 01.2009

Documentation Specialist

Disneyland Resort
01.1999 - 11.1999

Core Trainer

Disneyland Resort
10.1996 - 11.1998

Bachelor's Degree - Communications - Broadcast Journalism

California State University, Fullerton

Honors Awards

  • Spirit of Disneyland Resort, Disneyland Resort, 05/2007, Recognition program that has been rolled out across the Disney Parks and Resorts. This award is selected by their leaders, direct reports and/or their co-workers. These are individuals who consistently Dream, Create, and Inspire each day by supporting the business objectives and goals of Walt Disney Parks and Resorts.
  • Disneyland Resort Millennium Ambassador Finalist, 10/1999, Disney Ambassadors serve as the Resort's "Emissaries of Goodwill," media representatives and as official hosts to Resort guests. As official spokespeople, Ambassadors offer the outside community a personal relationship with the Resort. - One of 8 candidates to represent the Resort and Cast Members - Extensive interview process with panel Leaders from across the entire Resort

Honors Awards

  • Spirit of Disneyland Resort, Disneyland Resort, 05/2007, Recognition program that has been rolled out across the Disney Parks and Resorts. This award is selected by their leaders, direct reports and/or their co-workers. These are individuals who consistently Dream, Create, and Inspire each day by supporting the business objectives and goals of Walt Disney Parks and Resorts.
  • Disneyland Resort Millennium Ambassador Finalist, 10/1999, Disney Ambassadors serve as the Resort's "Emissaries of Goodwill," media representatives and as official hosts to Resort guests. As official spokespeople, Ambassadors offer the outside community a personal relationship with the Resort. - One of 8 candidates to represent the Resort and Cast Members - Extensive interview process with panel Leaders from across the entire Resort

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Wendy Francone