gretchen galliford

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gretchen galliford

Work History

Work History

1992 - 2012

Walt Disney World Company

Walt Disney World Company
Lake Buena Vista, FL
2001 - 2012


Port Orleans Resort Walt Disney World Company
Additional positions include: Food & Beverage Server/Hostess-), Relief Lead Lifeguard & Hostess-Fort Wilderness Resorts(1992-1994), Internship/Deep Water Lifeguard-River Country(1992).
2002 - 2010

Manager of Customer Relations

Orlando Regional Medical Center(ORMC) Port Orleans Resort
Orlando, FL Part of the Orlando Health System, ORMC is an 808 bed Level I Trauma Center serving Central Florida. Manager of Customer Relations (2008-2010) Responsible for managing the customer experience in this 55 bed emergency department. In this capacity, led 20+ team members in Emergency Department Guest Services and all aspects of guest orientation to the trauma unit and hospital. Actively participated in service committees to seek proactive ideas to improve patient satisfaction. Designed and implemented Emergency Department initiatives in hourly rounding and informing patients of delays to increase patient satisfaction. Achieved and exceeded goals for patient satisfaction set by Orlando Health Board of Directors. Participated and led service committees to develop proactive ideas to improve customer satisfaction. /in/gretchengalliford-2
2003 - 2008

Customer Service Specialist(Css)

Customer Service Specialist(Administration & Guest Services Developed new CSS position to increase awareness of patient satisfaction. Proactively indentified trends from patient surveys and comments. Active member of Customer Service Steering Committee. Provided prompt action, documentation and follow-up to all patient complaints and concerns. Facilitated“ Discovery Quest I: A Service Adventure” training program and coordinated all materials needed for sessions. Assisted in exceeding National Research Corporation(NRC) Picker Patient Satisfaction Survey scores and goals hospital. Created“ Decades of Caring at ORMC” photo wall for team members and volunteers with 30+ years of service.
2002 - 2003

Guest Services Rep & Administrative Assistant

ORMC Administration & Guest Services Port Orleans Resort
Guest Services Rep & Administrative Assistant, Assisted in daily operation of administration office. Assisted in development and coordination of“ I Make a Difference” hospital service awareness training program. Received Champion of the Quarter Award.
1994 - 2001


Sports & Recreation Coordinator Walt Disney World Company
Dixie Landings & Port Orleans Resorts Supervised organized planned and oversaw fast-paced daily operations of 40+ employees and vendors at this 3, 056 bed hotel and entertainment complex located in Walt Disney World. Performed budget planning for inventory control and purchasing; arranged special functions/recognition for employees and guests. Instructed, trained and responded to all medical emergencies; gathered information, provided and administered first aid and CPR as required. Certified Instructor of Bloodborne Pathogens classes. Completed and collected detail-oriented, confidential forms; compiled and maintained OSHA/HAZCOM/Health Department Safety records. Received Partners in Excellence Award-company's most prestigious honor given to the top 3% of employees for exceptional performance in the areas of guest, cast, operations and finance. Conceptualized and developed children's activities as a member of Global Children's Activities Task Team resulting in increased room resort ratings. Elected to co-facilitate Cast Advisory Council Task Team of 40 global employees representing the views and issues of 55, 000+ employees to Disney Senior Executives. Administered annual survey to gather feedback on company culture, process and leadership as a cast excellence measurement. Taught various courses to include: First Aid, CPR, Basic Life Support, Bloodborne Pathogen, Lifeguard Training,“ No Strings Attached” Service Recovery, New Hire Cast Member Orientation.




University of Central Florida