Disney Institute

Sara began her Disney career in 1989 as an Attractions hostess at the Disney's Hollywood Studios and was a part of the front desk opening team at Disney's Yacht and Beach Club Resorts. During her tenure, she was selected to teach Disney Traditions, a Company-wide orientation program. As a result of this developmental experience, Sara was promoted to a General Employment recruiter. There she interviewed and hired right-fit talent for Walt Disney World . Concurrently, Sara was selected to represent the Company as the 1996 Walt Disney World Ambassador. As Ambassador, Sara served as a media spokesperson and goodwill emissary around the world. In 1997, Sara completed an organizational development skills program and became an internal performance consultant to the leadership team at the Magic Kingdom Park. She used behavior models to diagnose organizational effectiveness and designed and conducted team blendings. She is certified to deliver the Myers-Briggs Type Indicator and licensed to facilitate Franklin Covey Leadership Programs.

In 1990 Sharon packed her car and left her native Ohio to live out a dream of being a part of the Disney "magic." She joined the Walt Disney World Cast as a member of the Disney-MGM Studios Operations team. Since being cast in her first role, Sharon has held a variety of positions in Theme Park Operations, Guest Talent and Education Programs, and Disney Institute Business and Leisure Programs. A natural leader, Sharon is highly skilled in partnering and establishing interpersonal relationships. Gifted with a sense of humor and a casual yet professional style, she has the ability to set anyone at ease, regardless of the circumstances. Sharon transitioned to Disney Institute Business Programs following a multi-faceted leadership role recruiting, training, and mentoring 100+ Cast Members who provided educational experiences throughout the Walt Disney World Resort. Sharon's passion and dedication in developing and creating experiences that inspire and engage learners of all ages has earned the respect of her colleagues and fellow Cast Members. All of Walt Disney World is Sharon's stage, and she sees it full of opportunities and stories to promote creative and innovative ways to make life-long memories for Guests as well as Cast Members. A three-time Partners in Excellence nominee, Sharon is consistently recognized for her excellence in program design, delivery, and Cast development.

Tom began his Walt Disney World career in 1979 as a Monorail host, working seasonally. In 1986, he returned to the Walt Disney World Resort as an assistant supervisor in Food and Beverage at Epcot . He was assigned to a variety of restaurants, both quick service and fine dining, leading to his promotion to area restaurant manager in 1990. Over the course of the next nine years, Tom provided leadership for themed restaurants representing Norway, Canada, and the United Kingdom, as well as themed quick service outlets. He has also managed Theme Park operations and Merchandise operations. In June 1999, Tom joined the Disney Institute as a facilitator for Business Programs. Tom has also undertaken a number of special projects at the Walt Disney World Resort, including the hosting of media groups, travel industry professionals, and children's groups during press events and special celebrations. In 1993, Tom served with the highly successful Heart of Florida United Way campaign as a Loaned Executive. He has also recruited Cast Members for the Walt Disney World Resort from colleges in the United States, Canada, and Europe. Prior to joining Disney, Tom was a unit manager for the York Steakhouse division of the General Mills Restaurant Group (now Darden). He has also taught at the high school and college levels in Illinois.

Alicia began her Walt Disney World career in 1992 as part of the Front Office Team at Disney's Yacht and Beach Club Resort. She later joined Disney's Leadership and Development Program. After completing her six-month management training program in Bell Services, she worked at Disney's Dixie Landings and Port Orleans Resorts, managing areas such as Housekeeping, Front Desk, Bell Services, and Guest Services. Alicia was later selected to the leadership team for the grand opening of the Epcot Millennium Village, created for the 15-month Walt Disney World Millennium Celebration. After the celebration, Alicia worked in the Epcot College and International Programs before becoming a member of the Disney Institute facilitation team. Prior to Disney, Alicia worked with the United Nations as an international business consultant to the Somalian Embassy. She was also the student director of her university and a referral worker for the Syracuse Housing Authority. Alicia partnered with the New York State Police Department to create DARE programs for youth. Alicia is presently a proud member of the YMCA Adult Achievers Program in Central Florida, helping develop young future leaders.

One qualification required of every Disney Institute Facilitator is working experience as a leader in the Disney organization. Austin Brock earned her place on the Disney Institute team by serving our Guests, and by leading and training her Cast Members in a number of leadership positions within the Disney organization. After acquiring an in-depth knowledge of communications courtesy of a decade spent at radio stations across Texas and Missouri, Austin Brock set her sights on a new goal: working with one of the world's greatest communication companies Disney. Austin accomplished her goal by becoming a Cast Member at a regional Disney Store location in Austin, Texas in 1995, which she followed by taking the major step of relocating to the Walt Disney World Resort in 1999. It wasn't long before she was a Merchandise Manager at Disney's nighttime entertainment complex, Pleasure Island. It didn't take long for Austin's leadership qualities and insights to be recognized and in 2000 she was selected to guide new Disney Cast Members through Disney Traditions, the Disney new employee orientation program as well as the Disney Days sales orientation program. Each position led to increasingly challenging and important responsibilities such as writing training programs for the Walt Disney World Sales division in 2001 and, in 2002, working with the Disney College Program to teach Interns courses in Organizational Leadership, Hospitality Management, Experiential Learning, and Disney Communications. Austin's affinity for teaching helped her win a position with the Disney College Program's Educator Relations group. Her work in that role involved traveling the country to consult with college and university faculty and administration regarding students from their institutions headed for Walt Disney World internships. The goal was to encourage them to accept credits earned by the interns in Disney's collegiate courses (taught at the Walt Disney World Resort) and develop credit opportunities for Walt Disney World student Cast Members. Through it all, Austin has cited Walt Disney's maxim, "Laughter is no enemy to learning," to develop a fun and focused team environment in her classroom.

Ben's business career began as a Disney College Program Intern at the Magic Kingdom Park at the Walt Disney World Resort. This experience working on the front line in a variety of service roles would prepare Ben to embark upon his Disney leadership journey as a Guest Service Manager at Disney's Animal Kingdom Park. In his first Disney leadership role, Ben was part of a dynamic team of leaders responsible for the smooth and efficient operation of multiple attractions. Here, his passion for story-telling found expression as Ben inspired his Cast Members to deliver quality Guest service through maintaining the story and theme of each attraction while paying meticulous attention to detail. One of the most effective practices Ben developed in this work was recognizing the needs and contributions of his Cast Members. By supporting and "serving" his Cast, Ben was empowering them to serve the Guests. With his leadership career blossoming, Ben seized the opportunity to put to good use the communication and organizational skills acquired through the pursuit of his advanced degree. As a writer and strategic planner for Walt Disney World Communications, Ben planned and managed multiple projects to better inform and educate both Guests and Cast Members on new developments at the Walt Disney World Resort. Introducing exciting business initiatives such as Adventures by Disney, and developing Cast-focused messaging enhancements to the Disney's Fairytale Weddings business, allowed Ben to showcase his communication skills . It was a perfectly natural transition for Ben to use that experience as a springboard to his next career adventure as a Disney Institute Facilitator. Today, Ben uses all his training, skills and experience from working at the Walt Disney World Resort and shares them in Disney Institute workshops and presentations, while assisting his Guests in adapting them to their businesses.

Bruce Kimbrell's Disney career began as Skipper on the world-famous Jungle Cruise at Disneyland . After completing some 15,000 trips, Bruce decided it was time to disembark and further his opportunities by entering the Disneyland Management Training Program. That decision proved to be the jumping-off point for a career filled with adventure. Bruce's leadership roles at Disneyland have seen him serving his Cast and Guests in the Food & Beverage operation, Merchantainment, the Resort Stage Manager Program, Training & Development, Human Resources, Marketing, and Guest Services. In these areas, Bruce served as both a front-line leader and leader of leaders where most recently he was the Operations Manager for Resort Transportation & Parking. Bruce is the author of Walt Disney & You, an in-house training program designed to re-connect current Disney Cast Members with the ideals and founding principles of Walt Disney. The primary video used in this presentation won the U.S. Corporate Recognition Award for the Walt Disney Company in 2004. The program has been presented worldwide. In addition, Bruce is an accomplished pianist and private pilot.

In 2003, Bryan was chosen to participate in a pilot for Disney Entertainment's Leadership Excellence program. While he gained experience as an Entertainment manager, Bryan evaluated and provided feedback on this new development program. During this time, he also facilitated experiential programs for the Walt Disney World Youth Education Series. In January of 2005, Bryan was selected to join the Disney Institute team where he facilitates youth programs, leads Disney Adult Discovery programs, and presents Professional Development Programs to business groups. Bryan has participated in both the USA Paralympic Sitting Volleyball program and the National Wheelchair Basketball Association, where he serves as the commissioner for the Florida Wheelchair Basketball Conference. Recently, Bryan was asked to join Team Paradise in

Carmen's commitment to helping others, her passion for excellence and the highest quality, and her skills in building relationships are evident throughout her 20 years in education, training and development, and customer service. Prior to joining the Disney Team, Carmen held a variety of positions with the U.S. Government around the world. As a Taxpayer Service Representative with the Internal Revenue Service in Alaska and Arkansas, she sharpened her customer service skills while educating individual taxpayers and small businesses in the filing and preparation of their tax returns. Carmen honed her skills in international relations and diplomacy as assistant to the Director, Agency for International Development, at the American Embassy in Panama. She also further developed her communication and organizational expertise while working hand-in-hand with the Regional U.S. Immigration Attache for Central and South America and the Caribbean. As a teacher for the Department of Defense Dependent Schools, Carmen inspired her students to give their best as she taught English and Science in Germany, and developed and used creative, immersive techniques to teach English at Kokukoen Community College in Tokorozawa, Japan. Upon returning to the United States, Carmen joined a major telecommunications company as a Bilingual Sales Trainer, developing associates in the areas of customer service and sales. As the Center Director for a large learning center in Orlando, she managed daily operations, a staff of certified teachers, marketing and communications, conducted presentations on study skills and other academic areas, and established collaborative relationships with parents, teachers, and school administrators. Carmen also expanded her training and development expertise while working for a well-known engineering and research company in the Research Parkway area of Orlando. As an Instructional Designer for computer-based training, she met with and conducted on-site needs assessments for the U.S. military and other high-profile clients in order to design and develop training specific to their individual needs. Since joining the Disney family in February, 2001, Carmen has been adding her varied expertise, broad perspective, and extensive international experience to the Disney Institute team, serving as Guest Presenter, facilitating business programs and team building activities in both English and Spanish, and conducting behind-the-scenes discovery programs that clearly show the methods, strategies, and techniques that have made Disney such a successful company. In 2007, Carmen's enthusiastic sparkle and genuine desire to help others succeed led to her selection as one of 40 Cast Members chosen from hundreds of applicants to serve as a Traditions Facilitator at the Disney University, introducing new Cast Members to the Disney culture, heritage, and philosophy of excellence and teamwork. Carmen has also facilitated the Disney Leadership Excellence program to help high school youth develop leadership skills. More recently, Carmen served in Attractions and Operations as a Guest Service Manager in Fantasyland the heart of the Magic Kingdom Park. Carmen enjoys time with family and friends, good food, a good book, and her cat, Luna. Her passion for sharing through music and song has been with her throughout her career. While overseas she sang and toured with a Japanese jazz group, and traveled throughout Germany with an American gospel choir. She continues to share her faith leading the worship team at her local church and staying involved with Crown Financial Ministries.

Chris Caracci is a Business Program Consultant for the Disney Institute, an educational division of the Walt Disney Company. After twelve years in the heath care sector as a Registered Respiratory Therapist (clinical and management), Chris joined the Disney organization in the 1980s, occupying positions in retail, merchandising, food and beverage, entertainment, and human resources. Now, with twenty years of experience in the Disney organization (ten years in training and development), as well as a master's degree in non-profit leadership (ethics and policy) and an MBA in management, Chris specializes in the facilitation of Disney's best business practices to other industries, specifically in the areas of customer service, leadership, customer and employee loyalty, creative organizational culture, and human resource management.

Through strategic planning and creative problem solving, Cyndi Michalos-Baker expertly managed the multi-million dollar annual replacement budget of Disney's wide-ranging Textile Services division. As the Manager of Textile Field Operations, Cyndi led a multi-cultural workforce of more than 100 Cast Members working three shifts a day, seven days a week, in a division that serves more than 400 separate customer locations across the Walt Disney World Resort. Comprised of three laundry facilities, the Textile Services department is tasked with delivering clean bed, bath and table linen, and providing garment cleaning services to internal and external Guests across the Walt Disney World Resort. One notable achievement of Cyndi's during her time with the Textile Services operation involved transitioning the Customer Service survey to an electronic, web-based format. She also played a leading role in developing the Strategic Alignment Process, a means for Textile Services leadership to focus on the development and implementation of objectives to strategically impact bottom-line results, and metrics to gauge the effectiveness of such measures.

David has been facilitating Disney Institute business programs since early 1997. Additionally, for the past several years, he has been contributing to the instructional design of those programs. Prior to working with Walt Disney World , he spent 14 years facilitating programs in personal and professional development, including courses such as Developing Business Plans, Time Management, Team Building, Goal Setting, Interpersonal Communication, Creative Problem Solving, Stress Management, and Life Balance. Before becoming a professional facilitator, David was a television reporter in the Southeast in the '70s and early '80s. David's many roles at the Walt Disney World Resort have included manager of Character Entertainment at the Magic Kingdom Park; housekeeping at Disney's Wilderness Lodge; parking strollers at the Magic Kingdom Park; setting tables and preparing banquet meals at Disney's Grand Floridian Resort & Spa; driving the monorail; working the front lines in Attractions, Food & Beverage, and Merchandise at Disney's Animal Kingdom Park.

For nearly two decades Dena Hanson has continuously demonstrated proficiency in roles through The Walt Disney Company, including Merchandise Hostess, Entertainer at Walt Disney World Resort and Disneyland Paris Resort, Parade Manager, and Business Programs Facilitator for Disney Institute. As a Labor/Training Manager, Dena supervised specialty role staffing levels within Parade Entertainment and was an integral part of a leadership team that coordinated multiple rehearsals, created labor solutions to aid operating areas, and emphasized business results through the casting of right fit talent. At Hong Kong Disneyland Resort, Dena implemented advanced policies and practices for the Entertainment Scheduling and Pay Team, improved entertainment standards by reinforcing best practices to park managers, and brought value to the business through enhanced manpower planning. While in Hong Kong, Dena utilized her entertainment background to serve as Stage Manager for two of the Resort's official grand opening media events. Prior to joining the Disney Institute facilitation team, Dena served as a Cast Support Manager, a relatively new position developed to eliminate the "hassle factor" for Cast Members. In addition, she developed and facilitated internal training programs as Cast Image and Appearance Manager for Walt Disney World Resort. It is Dena's inquisitiveness, passion, and quest for new experiences that drive her personal commitment to helping companies grow and improve.

In 1987, Dennis was recruited to develop and manage the training department for a new Disney business, the chain of off-site Disney Stores. These retail outlets featuring Disney-branded merchandise and apparel were outposts of the brand located in communities across America and around the world requiring the same level of service as our theme parks and resorts. Dennis later worked with several of the company's most senior executives to introduce to the Walt Disney World culture a revolutionary system of leadership development and accountability called Performance Excellence. Following a decade spent away from Disney as the owner/operator of a successful corporate training enterprise, Dennis yielded to the pull and returned to Disney in early 2007.

Fernando Beltran brings more than 20 years of experience as a leader in the Disney organization plus the business savvy of an entrepreneur in the financial services industry to every Disney Institute program he facilitates. In his first Disney leadership role as a Stage Manager, Fernando was part of a dynamic team of leaders responsible for the scheduling and daily operation of the cast and crew of multiple live shows and events at Disney's Hollywood Studios . For the better part of the next 15 years, he gained diverse experience and developed strong skills as a manager and leader in the entertainment organization which led from Stage Manager to Production Manager and finally to Team Leader. In these leadership roles, Fernando added value throughout the Entertainment organization by developing and managing the production teams of live shows, parades and special events at all four Walt Disney World Theme Parks and across the United States, and leading the largest convention entertainment team at a Walt Disney World park, which was responsible for delivering over 1,000 successful events per year. With his extensive entertainment background and Spanish speaking ability, Fernando was also responsible for leading production teams in Argentina and Brazil presenting live Disney shows through the region. Fernando has also been part of the Walt Disney World Casting Services team where he served for over two years as a Recruiter interviewing and selecting right-fit talent for the Walt Disney World Resort. Beyond Disney, Fernando has been successful in acquiring various licenses and certifications in the financial services industry including mortgage broker, securities/investment, and life insurance licenses issued by the state of Florida. This has allowed him to expand his passion for customer service as a financial coach along with delivering financial training programs and customized client presentations for a Fortune 500 financial services company. Now as a Business Programs Facilitator, Fernando has the perfect platform for using all his skills and experience, combined with his multiple passions for technology, innovation, learning, teaching and personal development in the service of Disney Institute clients.

Eight years spent helping executive teams from a broad spectrum of organizations from small, non-profits to multi-national corporations sharpened to a fine edge Jack Santiago's ability to match his Clients' organizational needs with the right Disney Institute program. Along the way, he developed a passion to personally deliver the learning experience himself. Now, as a Disney Institute Facilitator, Jack has the opportunity to bring his comprehensive program knowledge and business skill together to help his audiences take their business to the next level. Prior to joining Disney in 1994, Jack held a leadership role with a major international hotel chain. Since joining Disney Institute, he has become active in both the American Society for Training and Development; and the Society for Human Resource Management. He is a member of the American Management Association and currently serves as Vice President of Business Development for the local chapter of the Association for Latino Professionals in Finance and Accounting. Jack serves all of Walt Disney World Resort as an official Disney Representative, hosting multi-national media teams, associations, and organizations from around the globe. One of his notable achievements was to be the first to use his acquired Spanish language skills to translate and deliver a Disney Institute business program in Spanish. Jack's passion for Disney's heritage and history inspires him to help others realize that "It's never too late to be what you could have been." A natural leader, speaker, moderator, and facilitator, in his leisure time Jack enjoys swimming and baseball, pursues artistic interests through painting and writing, and expresses a consistent passion for his faith, his family, his work, learning, and excellence.

Jeff began his Disney experience as College Program intern "Jungle Jeff" on the world-famous Jungle Cruise attraction. He left Disney later that year to pursue his dream of riding a bicycle across the United States. Jeff returned to the Walt Disney World Resort in 1984 and held various front-line roles in Theme Parks and Resorts and also taught the Disney Traditions orientation program. In 1988, he began his leadership experience in Resort Operations and eleven years later he accepted the invitation to become a Disney Institute facilitator. Here, he works hard to excite, inspire, and motivate others. "To teach is to learn twice," you'll hear him say. And this is why his 20-plus years in Walt Disney World operations is such an asset in the classroom. Spanning his career, Jeff managed our Corporate VIP department, working directly with Michael Eisner's office in Burbank. He opened Disney's Yacht and Beach Club Resorts, managed Concierge operations at Disney's flagship Grand Floridian Resort, and served on the Disney Institute advisory team while managing Front Office operations for Disney's Village Resort. He returned to the Grand Floridian in a unique role as Guest/Cast Satisfaction Manager. His passion was dedicated to developing the Cast while providing exemplary service to our Guests. Prior to Disney, Jeff worked in manufacturing, residence hall operations, public recreation, and hospitality in his home state of Pennsylvania, as well as New Jersey, Idaho, and Washington State.

Jeff is a 30-year Walt Disney World Cast Member whose first assignments included front-line positions in attractions and transportation. He has worked in a variety of leadership assignments, including roles in Attraction Operations, Food & Beverage, Transportation, Training, and Human Resources. He has held key positions during special events ranging from theme park openings to company-wide technology rollouts. Jeff's training experience includes program delivery as well as design work for the Walt Disney World Resort Traditions Orientation program, which resulted in a 400% increase in delivery capacity. He led a business unit training team when their orientation program became the first at the Walt Disney World Resort to use computer-based training while maintaining a multilingual delivery platform. For five years, Jeff was the Cast Performance Specialist at the Disney's Hollywood Studios , where he championed improvement in Cast pride and Guest interaction as well as guiding business unit leadership efforts to support Cast behavior excellence. He is once again sharing his contemporary and long-term experience with participants in Disney Institute programs. Jeff has worked as a member of the Disney Institute facilitation team for six years, delivering programs to businesses in more than 40 industries. In this role, he served on a design team that developed and premiered a new Disney Institute multi-day program offering.

Jeffrey Williford's Disney career began far away from any of the Disney Resorts or theme parks, as an opening team member of DisneyQuest (a free-standing family entertainment center) in Chicago. In his first Disney leadership role, Jeff's focus was on first creating and then continuously improving the Guest experience at DisneyQuest Chicago. A good example of his early work is the outsourcing of advanced ticket sales for the center. By transitioning these sales to a third-party vendor there was an immediate improvement in customer satisfaction along with an accompanying increase in ticket revenue. It wasn't long before Jeff's contributions earned him the opportunity to apply his skills and talents to the support of the DisneyQuest Cast Members. As a member of the Human Resources leadership team, Jeff provided for all aspects of the human resource responsibility for over 250 employees including recruiting, hiring, discipline, and training. His efforts were rewarded with a marked increase in employee retention, achieved through improvements in recruiting methods, increasing the diversity of the team and the implementation of fair and consistent discipline procedures. This experience prepared Jeff well for the next chapter in his Disney adventure. When Jeff finally arrived a the Walt Disney World Resort, it was to take on the role of Admissions and Guest Relations Manager for Downtown Disney , Pleasure Island, DisneyQuest Indoor Interactive Theme Park, and Cirque du Soleil . He was soon promoted to Project and Event Manager for Disney's College, International and CareerStart Housing Operations, where all his skills and expertise were put to very good use and over time greatly expanded upon. All of which has produced a Disney Institute Facilitator with extraordinary insights into the care and support of customers and employees.

Katie Sanchez is driven by a strong sense of responsibility and a passion for accomplishment. She has extensive international experience, with a broad knowledge base earned through service in multiple disciplines including management consulting, organizational development, training and skills development, marketing, and human resources. This wealth of experience was gained as an individual contributor, a leader and as an entrepreneurial businesswoman. Prior to joining the Disney team Katie was a consultant for leading companies in the Communications Financial Services and Consulting industries, both domestically and internationally, with a particular focus on Latin American, Caribbean, Asian and European markets. Part of the time was spent managing integration initiatives for a major American bank during a period when it experienced three mergers in close succession. In addition, she served for over 10 years as a leader in training and marketing for all the Latin American and Caribbean operations of one of the world's leading overnight shipping companies. Since joining Disney, Katie has served in leadership roles in the areas of Training and Development (including Executive Development), and Human Resources. She played a pivotal role during the early operational period of Disney's Animal Kingdom Theme Park, assessing the developmental needs and providing solutions for 300 leaders and their teams during the at formative time. In her last Human Resources role, Katie supported a dozen very diverse departments within Walt Disney World Theme Park Operations.

Lisa began her career at Walt Disney World Resort in 1988 as an Attractions hostess with the Living with the Land attraction at Epcot . She then joined the opening team at the Disney's Hollywood Studios , working in a variety of roles including merchandise, food and beverage, entertainment, and facilitating the Adult Discovery programs for Disney Institute on a part-time basis. Some career highlights include traveling around the world to recruit Cast Members for Disney's Animal Kingdom Park, hosting various media groups during press events, and directing an international Cast in delivering world class adventures in the Asia and Africa sections of Disney's Animal Kingdom Park. Lisa also assisted with every race at the Walt Disney World Speedway. Most recently, Lisa was the manager of College and International Programs at Disney's Animal Kingdom Park, facilitating the Cultural Awareness Class to welcome international Cast Members and acclimate domestic Cast Members to the very diverse cultures. Lisa joined the Disney Institute team in November 2000 in her current role.

After completing her studies in International Careers and working for the Venezuelan Government, Maggie left Venezuela in 2000 to re-join the company as a Merchandise hostess. Maggie transferred to Human Resources Communications where she served as a Language Services Associate, translating Cast Member and Guest printed collateral from English to Spanish. This role required a vast knowledge of the products and services offered by the Walt Disney World Resort as the premier vacation destination in the world. In 2002, Maggie was selected from over 300 candidates to be an instructor for Disney Traditions, the company-wide orientation program for sharing the Walt Disney World philosophy and heritage. As a Traditions instructor, Maggie introduced over 2,000 new Cast Members to the culture of The Walt Disney Company. Additionally, Maggie has led teams of Front Desk, Entertainment and Food & Beverage Cast Members, earning front-line operation experience in different lines of business. Maggie served for two years as President of the company's Diversity Resource Group for Cast Members interested in Hispanic/Latino Business and Culture, HOLA. As President her responsibilities included leading a group of over 600 Cast members in the implementation of diversity business strategies across property, and representing the company in community diversity events. Currently, Maggie serves as member of the HOLA Leadership Board.

Mark started his career with Walt Disney World Co. in 1990 at the Disney Reservation Center. Since that time, Mark has advanced through a variety of key roles within the organization, from Front Desk host at Disney's Grand Floridian Resort & Spa, to Entertainment Manager at the Magic Kingdom Park, to his current role as Content Specialist with Disney Institute. In 1992, Mark was selected from more than 350 applicants to be an instructor for Disney Traditions, the company-wide orientation program. Mark's interest and passion for "the Disney story" quickly led him to a level of knowledge that has earned him recognition as a Disney historian, as well as a leading resource for the detail that supports a vast array of program content. In his Disney Institute role, Mark has delivered thousands of Disney Institute programs, including Professional Development programs, Team programs, and Disney Adult Discoveries. He has designed and delivered Disney Institute experiences, both in Florida and California.

Mary began her Walt Disney World career in 1998 at the Disney University, where she was responsible for delivering Disney's catalog of leadership training programs. At the same time, she served as performance consultant to Human Resources, Multi-Market Business Development, and Public Affairs. She is also a Disney College Program mentor. Prior to joining Disney, Mary held senior consultant positions with the two industry leaders in human resource management and leadership development. A change management specialist, Mary conducted diagnostic assessment and provided executive coaching to high profile organizations across all industries, including healthcare, retail, hospitality, energy, telecommunications, restaurant, publishing, insurance, and pharmaceuticals, as well as the Kennedy Space Center. A professional writer and poet, Mary has held full-time staff writing positions with Hallmark Cards and with the leading publisher of reading materials used in public schools throughout the United States. Her observational humor has appeared in The New York Times and other major dailies and magazines. For years, Mary has hosted a live radio talk show, answering call-in questions on job search, career transition, and executive development. She is also an inventor. Earlier in her career, Mary was a bridal fashion buyer and served as administrative manager of the largest free-circulation paper in the Northeast.

Mike McLean earned his place on the Disney Institute team by serving our Guests and Cast Members first as Radio Programs Manager and later Instructional Media Designer / Manager of Adult Discovery Programs. Mike also served as Manager of the Video Production team of Disney Event Group's Creative Services Department. Twenty five years in the radio industry, first as a DJ, talk show host, and on-air personality, and later as an Executive Producer, Program Manager, and Operations Manager in Boston and the New England area prepared Mike well to enrich his students as an associate professor of radio production, programming, and marketing at Boston's Emerson College. The same passion for communication which first led Mike to pursue a career in broadcasting and then education, ultimately led him to the Disney Institute team. Mike is especially focused on the development and delivery of Team Building experiences, where all the skill and expertise he developed in the tough and dynamic radio industry taught him how the ability to work together as a team can be an organization's greatest competitive advantage.

Outstanding leadership skill, passion for customer service, and an entrepreneurial spirit all come together in Mike Reardon. The diversity of his experience and the depth of his insights make Mike one of the most credible and impactful Facilitators on the Disney Institute team. Upon joining The Walt Disney Company in 1999, Mike quickly demonstrated leadership skills that led to his area receiving the coveted Guest Service Team of the Year award. That distinction is a reflection of Mike's work as a Magic Kingdom Park Retail Guest Services Manager, where he aggressively put into practice techniques such as engaging employees through action planning sessions, safety meetings, and feedback sessions. He was also instrumental in the development and implementation of a new and very successful employee recognition program for the Magic Kingdom Park. Mike's program development and facilitation skills were honed while in a variety of roles at Disney. The result is a comprehensive working knowledge of the strategies and techniques employed at Disney to develop skills and improve performance, in particular around customer service. Prior to joining Disney, Mike had extensive experience with a major energy company as a leader with oversight responsibility for sixteen gas station managers in the New England area, and as a sole proprietor operating his own service business in central Florida. Mike is a member of the Society for Human Resource Management. Driven by a passion for family, faith, leadership, and conveying the principles of Guest Service, in his leisure time mike researches family genealogy, plays guitar, and follows the pursuits of New England football and baseball teams.

More than a decade spent in leadership roles in the entertainment industry prepared Monica Jordan well for her "on-stage" work as a Disney Institute Facilitator. Prior to joining the Disney team, Monica served various theatrical production companies as a Stage and Production Manager of live theatre and touring shows, and as a Designer of scenic elements, lighting, and sound. The skills she acquired in the disciplines of customer service, sales, front office operations, and leadership development have served her and her Guests well indeed. Monica's first Disney opportunities were at Disneyland Park and Disney's California Adventure Park. As an assistant Stage Manager, she served in a leadership role in the development and operation of stage shows. Arriving at Walt Disney World Resort in 2004, Monica provided leadership and maintained show quality as an Entertainment Manager at Disney's Animal Kingdom Theme Park. Monica has great passion for motivating and inspiring others to pursue new concepts to improve their organizations. A roller coaster fan and student of the piano, Monica is also a member of Toastmaster's International.

Nicole joined the Walt Disney World Cast in 1999, where she held the position of senior sales manager for Resort Sales, Parks and Services. In her role, she was instrumental in developing and growing the national Diversity market for Walt Disney World Resort and the Washington, D.C. association market. In this role she worked with organizations to bring their conventions to the Walt Disney World Resort. In addition to her sales responsibilities, Nicole serves as a board member for Disney's Local Diversity Action Team. Prior to joining Disney, Nicole served as manager at several retail companies. Nicole began her career with the hospitality industry in 1988. She held positions in operations and front office, as well as a variety of leadership positions, including manager, assistant director, and director of sales with several luxury hotels and resorts chains in Tampa, Florida, and Chicago. Throughout her career, Nicole received numerous awards, including Future Manager of the Year. Nicole is also a member of American Society for Training and Development and the National Coalition of Black Meeting Planners, where she serves as a mentor for the College Program.

Rob joined the Walt Disney World Cast in 1979 and has held a variety of leadership positions in Theme Park Attractions Operations, Bus & Monorail Transportation, Guest Relations, International Programs, and Disney Institute Youth and Professional Development Programs. A second-generation Floridian, Rob began his Walt Disney World career in high school. His first role was as an attractions host at Pirates of the Caribbean. As a Jungle Cruise skipper, he proved to be "right fit" for the special brand of humor that was required. He has specific management experience in the areas of hiring, labor scheduling, budgeting, training, and as a member of several special event task force teams, including the opening of Disneyland Paris in 1992 and Innoventions at Epcot in 1994. As the area manager for Epcot Guest Relations, Rob was responsible for implementing service recovery strategy and leading an inbound call center with two million annual call volume. Prior to joining the Disney Institute facilitation team, he was the senior financial analyst for program operations. In 2000, Rob was honored to receive the Partners in Excellence peer recognition award.

Sandy Weber, Manager of Client Services for Bravion Integrated Marketing, has 20 years of management experience in client services and production management for marketing service companies. Sandy came to Bravion from a national customer relationship management company. Sandy's impressive portfolio includes high-end work for some of the toughest and most demanding clients: SBC Communication, Farmers Insurance, Coventry Healthcare, Disney Institute, Clarion Marketing (DMB&B), Hallmark Business Expressions, Terminix and Rodgers Townsend. Sandy builds Bravion's relationship with the client, manages communications, estimating and billing of the client's account or project, guides overall management of a project, including day-to-day production and progress monitoring, to ensure the client's expectations and goals are achieved. The bottom line: Sandy ensures that results are met for the client deadlines, accuracy, quality. She delivers. Period. (That's why her clients LOVE her!) Sandy is a 1982 graduate of Patricia Stevens College. She has a 14 year old son who keeps her busy. She loves to travel and also enjoys gardening, collecting old dishes, scrapbooking / stamping, reading and watching sports.

Scott Milligan joined Walt Disney World in 1998 with the opening of Disney's Animal Kingdom Theme Park. After two years in attractions as a Disney Trainer, he took on his current assignment as a leader with Disney Institute professional development programs. Scott's career has included experiences in operations, distribution, budgeting, human resources, training, and development. He has extensive background in the service industry, including retail, food service, and hospitality. Prior to joining the Disney organization, he was a corporate director of human resource planning and development for a Fortune 50 company. Scott has been a certified Senior Professional in Human Resources (SPHR) since 1993.

Susan Pearsall earned her place on the Disney Institute team by serving our Guests and Cast Members in a variety of planning and operational leadership roles. Susan's business career began as an Associate with two leaders in the financial services industry. That experience prepared Susan for director-level financial and then operational positions with several leading companies in the food service industry. Susan's Disney career began in 1999 when she accepted the role of Business Manager of Disney's Contemporary Resort. There, Susan had the opportunity to apply the lessons previously learned in the financial and food service industries to the challenge of serving the Guests and Cast at one of Walt Disney World's most venerable properties. Later, as Catering Manager of the Contemporary Resort Convention Banquet Team, Susan shared in the recognition when the convention center earned AAA's prestigious Gold Key Award. As she increasingly understood and valued the Disney culture, it was a natural progression for Susan to transition to Human Resources, where she developed keen insights to the "Disney way" as applied to issues such as compensation, retention, recognition, performance management, on-boarding, and succession planning. One notable accomplishment for Susan was her contribution to the design, execution, and communication of the Company's annual Cast Member survey, which has become a cornerstone of the multi-rater feedback model within our theme parks and resorts. Susan's triple passions for business, service and culture ultimately led her to Disney Institute where they can each find full expression.