Morgan Rife: Customer Service Manager in Thornton, CO

• Promoted to senior position after 5 months in Coordinator role. • Managed year-round remote representative team of 4 and seasonal team of 12 serving customers in 34 locations nationwide. • Documented training materials and created SOPs for companywide practices to maintain consistent customer experience through phone, text, email, and webchat communication. • Managed customer inquiries totaling over 25k conversations in 5 months and over $20.5 million dollars in ticket sales.

Developed new Customer Service department and created workflow procedures to focus on customer retention, satisfaction, and review rating increases. • Increased customer response rate by 64% in 5 months. • Hired, trained, and coordinated in office seasonal representative team of 10 responding to over 22,000 conversations in 4 months. • Created workflow for customer inquiries and set communication standards to improve quality of customer care.

• Build and organize character operations for special events held at the Disneyland Resort. • Assigned duties to Cast Members, create schedules, and communicate efficiently to team and other lines of business.

• Managed a rotating team of 12-35 a day. • Stayed adaptable in the operation and make quick decisions to maintain Guest experience. • Provided Disney level of customer service on stage to hundreds of rotating Guests, and daily cast backstage.