Abby Kizer

Utilized Photoshop, PowerPoint, Excel, and Word to document and maintain a database of knowledge base articles, training materials, and standard operation guideline materials in SharePoint. Subject Matter Expert for all Disney offerings, triaging product and technology challenges to influence stakeholders and ensure appropriate prioritization of tasks. Developed and maintained a knowledge base of email content and Zendesk macros for a team of 60 people. Analyze tracked data and build out reporting used for business intelligence supporting Guest feedback and obstacles. Collaborated with Area Managers and Executive Leadership to develop creative collateral for initiatives driving Key Performance Indicators across the Guest Experience teams. Partnered with vendors for Disney PhotoPass products to resolve escalated orders due to fulfillment delays, shipment issues, and missing products. Use deep understanding of the Disney PhotoPass product and Guest Experience to assist leadership with expressing User needs and wants for developing of our products and services. Manage labor needs, track trends, and report outs to leadership using more than 10 systems to monitor operational needs. Aid agents in providing resolutions to guest concerns and inquiries through written and verbal communication.

Maintained consistent excellent service metrics over 97% resulting in numerous quarterly awards. Quickly mastered 10 systems to resolve customer concerns efficiently while triaging issues in order to decrease likeliness of reoccurrence. Answered approximately 35 calls and 45 emails daily, from general questions to technical or service-based escalations. Accurately and consistently documented, researched, and resolved customer challenges to ensure the appropriate information was available for any employees who may interact with the customer next. Assisted guests with the booking process through Live Chat by utilizing specialized knowledge of Walt Disney World Resort amenities, room types, special requests, and package add-ons contributing to year over year increase in the online booking channel.

Engaged with hundreds of Guests daily through energetic interactions rooted in deep storytelling. Ensured all photographs adhered to Disney’s quality standards. Managed camera settings and worked with leadership to address challenges with shutter speed, ISO aperture, lighting, and composition of indoor and outdoor location. Successfully adapted to and thrived in a constantly changing work environment. Located Guests’ lost photos in a timely manner in order to preserve priceless vacation memories. Provided a creative photography session that delivers a wide variety of photographs.

Partnered with housekeeping, bell services and other lines of business to make sure the needs of guests’ were met. Owned the check-in experience and elevated guests’ expectations by resolving all challenges and anticipating needs from day one. Communicated with the back office to manage room requests and room changes with mindfulness of existing room blocks and groups visiting the resort. Collaborated with the concierge team as needed for high-affinity guests and club level.

Managed weekly, monthly and yearly advertisement campaigns which were displayed in local newspapers, magazines, social media and email campaignes to attract guests. Utilized multiple design and web programs to edit and maintain the company website to showcase popular products for an efficient guest experience. Fostered relationships with store owner and business partners to lead the concept process in brainstorming and presenting new advertisements and logo designs.