Meet Our Experts

Hotel / F&B Operations and World Class Customer Service Delivery

An inspiring, charismatic, guest-centric and results-driven operations executive, Norm possesses broad experience in the hospitality industry including the Walt Disney World Resort, Hyatt Hotels, and Rosewood Hotels.  As General Manager of Epcot’s Food and Beverage portfolio and numerous Disney Resorts, Norm led large teams that developed and delivered large scale signature guest experiences that were truly magical.  Among these is the world-renowned Epcot International Food and Wine Festival. Norm also served as GM of Disney’s All-Star Movies Resort, Disney’s Animal Kingdom Lodge, Disney’s Coronado Springs Resorts and Convention Center, Disney’s Grand Floridian Resort and Spa, and Disney’s Polynesian Resort.   Norm’s mastery of establishing meaningful organizational cultures with his employees and guests helped him drive bottom line results for all lines of business, while achieving high customer experience scores at each of his resorts.    Norm honed his business foundation at Baruch College and continued his strategic business development through leadership programs at Rollins College and Cornell University. 

Norm currently serves on the advisory board for the Bethune Cookman University School of Hospitality, in Daytona Florida.

Retail Operations and Leadership Development Strategy

Great service starts from within!  As an operations executive with over 20 years at the Walt Disney World Resort, Suzette led successful teams, large-dynamic businesses, and vivid guest experiences through her passion for service to others in a meaningful way.  This is center to her core belief that successful organizational cultures start from the top and from within the hearts and minds of each employee.  

With a decade of executive experience as a General Manager at Disney, Suzette has led the retail portfolios for Disney Springs, Magic Kingdom, and Disney’s Animal Kingdom Theme Park.  Her extensive skill set also includes resort leadership as the General Manager of Disney’s Port Orleans Resort, champion for women’s initiatives and development, and a tireless mentor for aspiring individuals. 

Suzette loves to strategize on new value-added customer experiences and encourages clients to think outside-the-box to drive customer engagement ratings and profitability.  She helped launch enhanced shopping concepts for the World of Disney, as well as, the Bibbidi, Bobbidi Boutique and Pirate League Experiences.  Suzette evangelizes talking and listening attentively to customers.  It is through their insights and preferences that businesses can truly improve their offerings, and create world class experiences.  

Suzette studied Business Administration at Valencia College in Orlando, FL.  

Industrial Engineering, Supply Chain, & Entertainment Creative Costuming

A dynamic 30-year entertainment, operations, production and supply chain leader, Vinny Pagliuca is the rare combination of creative, financial, and operational. His executive leadership experience with the Walt Disney Company includes the GM of Entertainment at Animal Kingdom Park and GM of Entertainment Labor.  For over 20 years Vinny was also Director of Disney’s Global Costuming organization leading teams in Florida and California, while also managing project teams that opened Disney’s Aulani Resort and Spa in Hawaii, Shanghai Disneyland, and Hong Kong Disneyland.  Vinny is known as a problem solver and has had repeated success building and leading large-scale, multi-location global operations. A collaborator with a proven talent for introducing measurement, accountability, and productivity to operations and creative teams alike, Vinny is a metrics-driven difference maker who drives down costs while elevating quality and service levels. 

Vinny’s expertise in costuming is unparalleled, building cohesive, all-encompassing Costuming Supply Chains from design to the stage. At Disney, he merged metrics, finances, creativity and comfort to build gorgeous, cost efficient costumes worn by thousands of Disney Cast members and viewed by millions of Disney guests.  Vinny has a deep knowledge of manufacturing, production and inventory management for costuming, which lends itself to any field - including fireworks, where he led the Fireworks Supply Chain for Walt Disney World and Disneyland. Vinny’s extensive Supply Chain experience also included Senior Sourcing and Procurement leader for Disney Water Parks, Engineering, Distribution and Health Services.  He brings years of negotiation, contract management and vendor management skills to any organization.

A skilled Industrial Engineer, Vinny helped develop the first costuming and entertainment metrics team, establishing standards for every aspect of the operation.  Vinny helped create ground-breaking data models that directly linked the level of guest satisfaction to the amount and quality of individual entertainment offerings, allowing senior leadership to make informed decisions on the amount, type and cost of all entertainment product across Disney theme parks worldwide.

Vinny holds a Master of Business Administration from the Rollins College and a Bachelor of Science in Industrial Engineering from Lehigh University.  Vinny served 28 years in the Air National Guard as an engineering and construction officer, including two tours in Iraq, before retiring as a Lt. Colonel and Deputy Commander of his unit. 

Consumer Research and Quantitative Analytics - "Measuring the Magic"

Candy is an accomplished executive with nearly 30 years of experience, in the public, private, and non-profit sectors. A masterful market researcher, excelling in both quantitative and qualitative studies, Candy has unparalleled expertise in developing a deep understanding of consumer attitudes and behaviors, and the unique ability to take complex research findings and share them in a compelling story to guide business decisions.  In her 17 years with Walt Disney Parks and Resorts, Candy was instrumental in developing the Guest Satisfaction Measurement program for all of Disney’s vacation offerings: theme parks, resorts, Disney Cruise Line, Disney Vacation Club and Adventures by Disney. Candy’s unique ability to convert research to insight and insight to action made her a valued partner to all lines of business. She also designed and implemented research processes to support Cast Excellence, Leadership Development, and Labor Strategies, and served as the ‘Chief Intelligence Officer’ for Disney Cruise Line – conducting all research to support and guide the current and expanding fleet.  Prior to Disney, Candy spent ten years in academia and public education where she designed program evaluations and educational research to assess curriculum effectiveness and the impact of both organic and operational factors. She also managed large scale assessment systems, developed large scale training for school-based test administrators, and created interpretation workshops for teachers and parents.  After leaving Disney, Candy spent seven years as Vice President at Integrated Insights in Orlando.  

Candy graduated from the University of Central Florida with both Bachelor’s and Master’s degrees in Communication with a focus on organizational communication and research design. 

Enterprise HR Engagement, Employee Training, and People Strategy

For 30 years, Michelle led key initiatives for Walt Disney Parks and Resorts in the areas of Human Resources, Employment, Communications, and Employee Engagement.  Because learning and development has always been in her heart and soul, it’s not surprising that she led the Disney University.  Here, cast members throughout Walt Disney World – from hourly new hires to seasoned executives – engaged in programs to further their operational and leadership skills.  With Michelle at the helm, Disney University became an educational Center of Excellence for the company.  Michelle believes that through innovative employee training and development, companies can achieve greatness.

Michelle holds a Bachelors in Communications from the University of Arkansas.

Operations & Leadership Excellence /

Experience Development & Launch

A seasoned executive with over three decades of delivering exceptional Disney experiences, Scot’s commitment to excellence brings maximum value to businesses. He embraces the notion that inspiring leadership is the true driver of business results.  Through his business insights, coaching, mentoring, leadership inspiration, and his emphasis on delivering quality operational service excellence, new product development, and business process improvement, Scot was able to lead through change and deliver impressive financial results for a company that prides itself on delivering magical memories that last a lifetime. Scot’s impressive Disney background included several key high-level roles.  As VP of Operations for the Hong Kong Disneyland Resort, Scot provided leadership for all operational areas, supporting thousands of cast members who serviced guests from around the world.  Scot’s focus on perpetuating a culture of hospitality while encouraging an agile environment that continuously improved the experience was a key driver in the success of the Hong Kong park.  As VP of Worldwide Safety Service & Operations Training/Documentation, Scot ensured that Disney’s global operations provided a consistent excellence and operated in a manner where the safety of guests and cast was paramount.

Scot also provided executive leadership for dozens of development projects including product launches, technology transformations, and business revitalizations. At Disney’s Animal Kingdom Theme park, he facilitated the integration of Animal Programs and Operations teams while also project managing the successful launch of animal experiences at the park. For MyMagic+, a suite of technology enabled solutions to enhance Walt Disney World resort guest experiences, Scot directed the site-wide operations team that developed innovative services and then brought them to life.  Scot’s strategic mindset, operational expertise, and engaging leadership style also provided key executive guidance at the ESPN Wide World of Sports, Walt Disney World Experience Development & Guest Relations, and Epcot Park Operations.

Scot holds a Master of Business Administration from the University of Florida and has served on advisory boards for graduate programs at the school.  He also served on boards for the Rosen School of Hospitality at the University of Central Florida and Junior Achievement.  Through his involvement in IAAPA and ASTM committees, Scot has contributed to the advancement of the attractions industry.

Cultural Architecture & Transformation

A talent development and culture change agent with deep experience in driving employee engagement, Chuck Salvo excels at helping companies deliver superior customer service.  Using his unique consultative approach, Chuck helps transform organizational cultures.  From small start-ups to large multi-nationals, Chuck has created programs to elevate and transform organizational reputations of these companies in their communities.  He is particularly proud of the work he led in rapid COVID-19 response planning, which allowed organizations to analyze, pivot, and re-align in an unprecedented environment. Chuck’s passion is leading people and developing high margin cultures, as well as helping organizations shape their own cultures into a competitive advantage.  Chuck’s mission to help people and organizations find their happy place.  He believes that any organization that has a clear understanding of its values and overall purpose is poised for greatness. 

Chuck holds a bachelor’s degree in hospitality management from East Straudsburg University, as well as a Culinary Arts degree from Johnson & Wales University.

Sports Media Innovation and Fan Experience Development

 David is a media executive with a proven track record for merging creativity and technology to help sports teams, universities, and venues to better engage with their fans through innovative content, activations, and new technology. He launched ESPN’s Sports Lab based at Full Sail University in Orlando and led teams to develop new technologies, content, media, and applications. Managing teams of engineers at the ESPN Innovation Lab, David developed unique products to engage viewers and sports fans. David has a passion for mentoring, leading, and developing creative talent.

As Creative Director at ESPN in Bristol, Connecticut, David led Art Directors, Designers, and Animators in creating award-winning content for properties including NFL, NASCAR, MLB, College Football, College Basketball, Golf, Tennis, and ESPNEWS.  David also played a key role in the re-branding of ESPN Wide World of Sports at Walt Disney World.  While at ESPN, he produced and directed live-action shoots for opens, sponsors, and marketing.

David is a faculty member at Full Sail University, where he teaches in the Sports Marketing and Media program. He also directs broadcasts and in-stadium presentations for major sporting events. David holds a Bachelor of Science Degree in Communication from Hofstra University and an MBA from The University of Hartford.

Global Contact Center Strategy & Operations

If you build from a base of care, compassion and concern for others, and continually reinvent your business to keep things fresh, engaging and exciting for everyone involved, great things will happen. Throughout his impressive career, Bob Simmonds has accomplished this by transforming businesses through top-line and bottom line growth, and creating value and opportunities for shareholders, stakeholders and employees. 

In the contact center environment, specifically, Bob specializes in finding the right balance between technology and people to provide the optimum customer experience. As Disney’s SVP of Global Travel Operations, Bob ensured that whether through a phone call, an email, a web chat, a text or even a letter, the Disney Reservation Centers created "Magical Memories that last a lifetime"​ for Disney guests from all over the world.  He did so while still driving industry-leading average order value for the company.  

Prior to Disney, Bob held executive contact center leadership and IT roles for leading global consumer and corporate travel industry companies such as Expedia, Rosenbluth International, Total Travel Management, and iTravel.

Bob is also a motivational and customer experience-focused speaker. He has delivered numerous keynote speeches for organizations globally.  

Bob holds a Bachelor’s degree in Finance from the University of Central Florida.

Themed Entertainment Design Innovation & Story-Telling

A visionary master story-teller and former Imagineering creative executive, Theron Skees has over 20 years’ experience assembling and leading multi-disciplined domestic and international teams.  A highly adaptive story evangelist who applies vision, strategy, focus and solution-oriented processes that advance design, Theron has a track record of delivering business goals and increasing brand equity on diverse projects valued from hundreds of millions to multiple billions of dollars. With a career spanning 30 years in Themed Entertainment, he is an organized creative leader and is exceptionally capable at managing multiple, concurrently running teams on very complex projects.  Highly respected in his field, Theron is a natural communicator who interfaces positively and professionally at all levels to get the job done.

Theron began his entertainment design career in the late 80’s as a scenic artist, sculptor and set designer for film and television. Transitioning to Theme Park design and construction in the early 90’s, Theron worked with Universal Studios in Orlando before moving to Walt Disney Imagineering in Euro Disneyland. In these roles, he managed the design, construction and execution of specialty sculpture and finishes in area development and attractions. In the mid 90’s, Theron worked as a product development designer for a start-up, hi-end electronics company, BSG Laboratories. He custom-designed sound systems and media for hospitality, dining and the personal electronics industries working with companies like Blockbuster Video, Darden Restaurants, Brinker International and J.W. Marriott.

Returning to Walt Disney Imagineering in 1997 as Art Director, Theron led the creative team at the Disney MGM Studios for many years, bringing to life experiences like Rock’n Rollercoaster, Magic of Disney Animation, Fantasmic, Lights! Motor! Action! Stunt Show and the 100 Years of Magic celebration. In 2006, he worked on the expansion of the Walt Disney Studios theme park in France, adding a new land featuring Hollywood Boulevard, Tower of Terror and the Stitch Encounter. In this role, he was responsible for the visual esthetic, experiential design and the overall story of these areas, managing teams that executed architecture, media, show, costuming, interiors and ride design. Relocating to Hong Kong Disneyland in 2008 as Director, Creative Development, Theron led the design and creative direction for the entire resort which included the establishment and management of a multi-national Imagineering creative team that worked on expanding the theme park with new attractions, entertainment and retail.  He also created a recruitment and scholarship program with multiple local universities to generate and sustain a creative talent pool.  Theron returned to the US in 2012 to lead the total re-imagination of Downtown Disney, transforming it into Disney Springs. As Executive Creative Director, he established, implemented, and oversaw the creative vision for this property through multiple disciplines and teams. The project included the addition of 90+ new, third party retail and restaurant tenants, hundreds of thousands of square feet of new property and architecture as well as transportation hubs, highway expansion, bridges and multi-story parking garages – all designed to align with a new storyline and creative intent, as well as adapting all existing infrastructure.  As Vice President and Portfolio Creative Executive, Theron’s last assignment with Walt Disney Imagineering was with Disney Cruise Line, overseeing multiple ship venue re-design projects, the early masterplan development of Disney’s new tropical destination and the design for three new ships. This included the early creative development work through to finish designs, the selection of design contracting firms world-wide as well as close partnership with the shipyard team through design and early construction. 

Using “Story” as the key element, Theron guides companies to deliver business goals and create emotional connections to their customers.

Merchandise Design, Product Development & Revenue Optimization

When it comes to Retail Product Development, Design, and Merchandising few can match Jane Tebbe-Shemelya’s track record of success in delivering comprehensive brand and product strategies that emotionally connect to the consumer and build brand equity.  As a member of the Disney Merchandise Leadership Team, Jane led merchandise short and long-term brand and product strategic direction including vision, concepts, client relationship management, P&L, vendor contracts, consumer insight and the implementation of the $100M+ Affinity Brands Division.  Jane spearheaded the development, design, sourcing, marketing, packaging and delivery of compelling, trend right, products for various Disney businesses including Disney Cruise Line, World of Disney New York and Disney’s Wide World of Sports.  Jane and her cross-functional teams delivered significant value for the Company through collaboration and coordination with Planning & Allocation, Product Development, Operations, Human Resources, Finance, Contracts & Compliance, and Store Design, resulting in some of the Company’s largest returns on investment.  Her success is also driven by her ability to optimize revenue by appropriately trimming cost – especially in the areas of marketing/print collateral, organizational design, and process improvement.  

In addition to her Disney career, Jane was the Corporate Vice President of Merchandise for SeaWorld Parks & Entertainment, where she oversaw the strategic direction and business plan development for the company’s merchandise division.  Jane’s vast retail experience also includes executive positions at Home Shopping Network, Elizabeth Arden, and Guy Harvey Enterprises.

Jane holds a marketing degree from the University of Florida and has held board member positions with the West Orange Chamber of Commerce in addition to the Florida Retail Federation.

Merchandising Strategy

A master merchandiser and gifted retail strategist, Dara was responsible for growing theme park merchandise brands domestically and overseeing strategic direction for global parks. 

As a key concept developer for Disney Theme Parks, Dara was instrumental in bringing to life the Bibbidi Bobbidi Boutique, Pirates League, Goofy’s Candy Company, Hanes Design a Tee, Grand Floridian Resort’s Princess Tea, Duffy the Disney Bear, Glow With The Show Ears, private label and co-branded development, as well as strategies and execution for Pin Trading and Vinylmation growth. She played a key role in growing franchises for Disney Princesses, Pirates, Tinker Bell, and Disney Channel properties. Dara developed strategies to grow theme park merchandise demand through signature events that focused on relevant products, while leveraging cross category partners to maximize opportunities. Dara also served as liaison between the Theme Park Merchandise division and other Disney businesses in order to implement company-wide initiatives.

Beyond Disney, Dara’s experience includes executive roles with Mercantile Stores Company, Simon Properties, Home Shopping Network, the Lakeland Magic (NBA G League), and a private equity investment group. 

Dara holds a a Bachelor’s Degree from the University of Central Florida and an Executive Certificate from the The Wharton School of Business.