Jenny Prouty

• Advocated for viewer needs, raising customer engagement through strategic initiatives.
• Developed viewer feedback mechanisms to improve content delivery and streamline submissions.
• Collaborated with cross-functional teams to enhance user experience across diverse platforms with Ad Projects.
• Analyzed viewer data, identifying trends that informed strategic decisions for troubleshooting.
• Provided first-line support to viewers requiring assistance with streaming services.

• Provide remote Guest Services for global guests requiring assistance for Walt Disney World, Disneyland, Aulani Resort-Hawaii and on-line purchases with shopDisney.com/US.
• The majority of assistance was Walt Disney World, Disneyland, Aulani, and ShopDisney Parks MagicBands for 4 of the years.
• Received several complaints from guests for my assistance, some featured on social media.
• Self-starter with strong Guest service skills
• Answer inbound calls, chats and email assisting Guests, providing impeccable Guest service
• Support Retail Guests who need assistance, partnering with internal Cast as needed for full resolution
• Provide support for operational efficiencies as needed including assigned escalated Guest opportunities
• Contact Guests via outbound calls
• Identify and resolve opportunities that impact Guests' in finding solutions that best meet their needs while leveraging all available resources
• Channel escalated opportunities to appropriate supervisors/managers to expedite resolution
• Take a proactive role in maintaining Disney brand standards in Guest Service
• Assist Supervisors, Trainers and Managers with Guest Services projects as assigned
• Create training content as assigned for Supervisors, Trainers and Managers
• Assist with Cast support/training, including assigned escalated Guest opportunities
• Uphold all company policies as outlined in the Standard Operating Procedures, Employee Policy Manual and Code of Business Conduct
• Ability to develop and maintain effective relationships and partnerships.
• Spreadsheet proficiency in managing and analyzing large quantities of data
• Ability to learn quickly and effectively, even when provided self-guided materials.
• Task-oriented with high attention to detail, and follow-through; and flexibility to change tasks on the fly.

Facilitated agent development and troubleshooting through incoming calls for self-sufficiency.

Provided second-level IT assistance for remote agents, ensuring effective technical call handling.

Logged calls and reported trends to Help Desk Managers for continuous improvement.

Created and escalated tickets for global Hilton locations to streamline support operations.

Assisted with application troubleshooting and developed knowledge base articles for Salesforce, Avaya, Amazon Phone Panel, Workforce, and ServiceNow.

Managed incoming calls as Virtual Reservation Sales Specialist to assist with reservations.

Edited existing reservations while promoting Hilton partner programs to enhance customer experience.

Delivered exceptional service to provide peace of mind regarding location selections.

• Developed and implemented engaging lesson plans for diverse learning styles.
• Facilitated student assessments, delivering constructive feedback to improve performance.
• Collaborated with colleagues to refine curriculum, ensuring compliance with academic standards.
• Mentored junior instructors, enhancing instructional quality across educational programs.
• Conducted virtual classes for new and continuing education agents for major clients.
• Created and maintained workbooks detailing agent information and performance metrics.
• Assisted agents in navigating resources from legacy platforms to updated systems.
• Monitored live interactions to ensure accurate product knowledge and support delivery.