Curriculum Vitae

DISNEY’S PREMIUM SERVICES 
COMMUNICATIONS COORDINATOR • 2022 - PRESENT

• Support Communication needs for local operations teams including Club 33 and Golden Oak menu, communication, web presence design and creation
• Update Guest facing communication channels including but not limited to event highlight documents, Summerhouse television screens, etc.
• Create and build email communication for Golden Oak Club Members and Cast Members.
• Ensure all event details are accurate and correct
• Build event registration landing pages
• Update Club 33 lounge menus
• Ideate and execute new communication initiatives within Golden Oak and Club 33 when necessary
• Assist Premium Services with graphic design deliverables

UNIVERSAL ORLANDO RESORT 
GUEST SERVICES COORDINATOR
2021-2022

• Assist guests with complex situations - including expired tickets, comp tickets, catching fraudulent sales
• Documenting guest situations accurately and thoroughly
• Assist with weather related compensation (refunds, rain checks, etc)
• Issuing appropriate accommodation for guests with disability concerns
• Partnering across lines of business to ensure guest satisfaction
• Assisting guests with accessibility accommodations and ensuring the right options are conveyed, explained and issued
• Sale and upgrade of all entitlements - including day tickets, annual passes, express products, flex-pay passes & special events
• Assisted guests with a sense of empathy and integrity to ensure all needs were met before they left the area.
• Showing knowledge of park operations and ensuring that guests were made aware of policies surrounding downtimes, refund policies, assisting with guest injuries, etc)
• Leveraging options to negotiate proper accommodation or compensation
• Make and maintain personal connection to guests through active listening, empathy and accommodating requests as necessary

MONGOOSE MEDIA
CHIEF CREATIVE OFFICER • 2018-NOW

• Meet with clients to discuss goals and help them realize timelines and deliverables
• Create storefronts in Shopify and WordPress
• Lead creative discussions with an international team and guide their designs
• Create new brand guides from scratch for new companies or remodel existing brands for companies
• Digital Asset Management
• Create and maintain social channels for companies with ROAS in mind
• Create social graphics for major channels like Facebook and Instagram
• Source / edit photos for various intentions - like social, web, email, print, etc.
• Design and execute large scale graphic projects
• Manage a team using Asana, Zoom and Slack for communication

AMERICAN ESPORTS
2018 - 2020 • DIRECTOR — DESIGN & GUEST EXPERIENCE

• Design for all marketing channels within the brand
• Conceptualize, direct and execute projects across multiple media (web, print, social)
• Conceptualization & production of national TV ads
• Event display design and execution
• Integration of project management system (Wrike)
• Handling guest concerns and recovery directly and through managing associates
• Creating an SOP for recovery • Integrating a ticketing system for gaming centers (Gateway Ticketing: Galaxy 7)

PUBLIX SUPERMARKETS 
2017-2018 • CONTRACT STUDIO DESIGNER

• Design for all marketing channels within the Publix brand
• Asist with projects ranging from packaging to event design
• Choosing substrates
• Working and collaborating with project management, vendors and in-house printing
• Using internal project management software to handle sign-offs and workflow

WALT DISNEY WORLD
GAME DAY PHOTO, GUEST RELATIONS HOST, HOTEL CONCIERGE

• Use tools available to assist guests with all needs
• Active listening to help guests and being able to solve for “yes” whenever possible
• Highly knowledgeable about our services offered to our friends with disabilities
• Offering appropriate guest recovery
• Use of Nikon D4s camera bodies & pro lenses
• Trained in internal software that is Disney-specific to Guest Relations & Guest Recovery situations
• Greet and welcome guests and assure them they were in good hands with their resort stay
• Use systems like LiLo, GSS, and Hotel Experience to meet guest needs, resolve issues and manage reasonable expectations
• Collaborate with back-of-house operations to solve booking issues
• Place room requests for amenities using HOTSoS
• Be the SME for on and off property 
• Provide expert-level info for guests with special needs - including dietary, translation and mobility concerns
• Take time to go over park entitlements, reservations, ensure media was linked
• Physically escort guests staying at Club Level rooms to the Club Concierge lobby

PEARSON ONLINE LEARNING SERVICES
2016 - 2017 • GRAPHIC DESIGNER

• Design web and print assets that generate leads for clients  (Universities like Rutgers, UMD and Northeastern)
• Source, edit and take photos for client SEO, PPC and Web assets
• Source and edit video for web delivery
• Design e-mails, landing pages, lead forms and banner ads geared towards
   lead generation and high click rates
• Collaborate with cross functional teams
• Work directly with web developers to ensure quality between design and live product

BEN CARSON PRESIDENTIAL CAMPAIGN
2015-2016 • CONTRACTED DESIGN & PHOTOGRAPHY CONSULTANT

• Create engaging graphics for social media and print
• Take and edit photos of  Dr. Ben Carson for internal and external use
• Maintain a photo archive for internal use
• Create and conceptualize Print publications  and source print vendors

FREELANCE DESIGNER & PHOTOGRAPHER
CURRENT • CONTRACT BASIS 

DESIGN

• Project Management (conceptualize, design, edit, proof, preflight, print ordering)
• Publication design
• Branding & brand collateral
• Installed graphics & environment design
• Direct mail campaigns
• Able to advise based on need, budget and audience
• Use of new technology to enhance in-hand experience (augmented reality)

PHOTOGRAPHY

• Expert use of the canon 1d-x and L-Series lenses
• Proficient in theatrical, sports and event photography
• Proficient with studio lighting
• Very proficient with editing and digital asset management in Adobe Lightroom

 PRINTING

• Knowledgeable in print standards and practices
• Versatile in designing for commercial, flexographic, fabric and UV printing techniques
• Proficient in substrates and uses
• Able to advise based on need and budget
• Knowledgeable of specialty and unique printing, ink and paper choices
• Relationships with major print vendors along the East coast 

VIDEO

• Editing and creating packages using Adobe Premiere
• Editing and mixing audio in Adobe Audition
• Editing for special projection using Adobe After Effects and content from Digital Juice. 
• Utilizing projectors and shaping (software and lenses) to achieve mapping on complex surfaces like a human and rear projection with specialty lenses to re-create Madame Leota from The Haunted Mansion