Barnny Leiva

- Orchestrated operations across seven dynamic Merchandise locations, driving a combined weekly revenue surpassing one million dollars and contributing significantly to total Park revenue.
- Led and managed a diverse team of 250+ Cast Members, including Sales Hosts, Coordinators, and Trainers, fostering a culture of collaboration, excellence, and continuous personal growth.
- Cultivated continuous personal growth and professional development opportunities for the Coordinator and Trainer team, nurturing their skills and expertise.
- Introduced and implemented the Leadership, Management, Technical, and Relationship (LMTR) evaluation framework to our Coordinator team, significantly improving their performance and accountability.
- Proficiently generated and analyzed daily financial reports (KPIs), identifying strategic growth opportunities, and implementing effective revenue-generating strategies.
- Coached and mentored Cast Members on delivering exceptional daily Guest Service aligned with Disney's Five Keys, ensuring a memorable experience for Guests while meeting business objectives.
- Collaborated seamlessly with various teams throughout the Parks and Resorts, prioritizing Guest satisfaction and driving revenue growth without compromising operational efficiency or financial objectives.

- Engaged in in-depth research with Guests to address compliments and concerns received via emails, letters, phone calls, and social media channels, delivering exceptional Guest Service and creative solutions to unique pre-arrival, in-house, and post-visit concerns at Walt Disney World Resort.
- Facilitated seamless communication with Executive Leadership and various Partners to ensure effective dissemination of Guest feedback across Parks and Resorts.
- Acted as the primary liaison for Spanish and Portuguese-speaking Guests and offering document translation support to different departments within the organization.
- Managed escalated Guest situations, receiving cases from Executive, Theme Park, and Resort Leadership, as well as partners like Guest Relations and the Disney Reservation Center, while exemplifying the Disney standard by establishing strong connections with Guests, restoring their confidence in the Company, and providing suitable resolutions aligned with financial objectives.

- Provided exceptional one-on-one Guest Service daily in a fast-paced, high-energy environment, showcasing leadership by earning a reputation as a dependable, reliable, and accessible Leader. Excelled in multitasking under intense conditions and adapted seamlessly to ever-changing operational procedures, consistently prioritizing Guest and Cast safety.
- Mastered effective responses to all Guest situations through legendary Guest Service synonymous with the Walt Disney World Resort, skillfully navigating delicate scenarios with utmost courtesy, and consistently exceeding Guest expectations with suitable solutions.