Abdy D Roman
Kissimmee,FL
Summary
Seasoned Cast Member with over 20 years of experience in labor operations. Friendly and approachable individual with a passion for creating positive and welcoming first impressions. Deep understanding of others' concerns and a commitment to prioritizing a "listen-first" policy. Exceptional administrative support and customer service skills enable me to deliver outstanding results in team-based environments, even with minimal supervision.
Overview
27
27
years of professional experience
Work History
Executive Assistant
KPMG
11.2024 - 01.2025
- Manage calendar and email activities and coordinate and schedule meetings; draft email correspondence; set up and manage video meetings
- Update client relationship management opportunities, contacts, activities and entities
- Draft engagement letters, master service agreements, scope of work, member firm engagement letters and other firm documents; collaborate with Engagement Setup Administrators and Engagement Management Coordinators for initial and ongoing engagement setup and support; assist with the engagement risk management processes; upload engagement documents in firm-standard records management systems; manage and input external client billing schedules and invoices; approve invoices on behalf of partners and managing directors; coordinate client invoicing and reporting activities with other administrative support teams
Labor Admin Associate
Disney Vacation Club
09.2019 - 11.2024
- Provide operational monitoring of Employee day–of and address staffing as necessary to increase productivity and meet goals as directed.
- Provide operational updates to leadership team regarding service goals and Employee assignments.
- Assist leadership with individual scheduling and payroll needs.
- Audits time and pay records using MY TIME, collaborating with Labor Admin and Time Team on Subsequent issues. Audit, input, and track attendance violations using SAP HR systems and communicate daily to leadership.
Premium Cast
Guest Services Call Center
09.1997 - 09.2019
- Company Overview: Walt Disney World
- Monitor call volume and average handle times adjusting labor in real-time for a 24-hour contact center
- Planned, budgeted and scheduled labor hours for over 300 cast
- Adhered to IBEW Union labor agreements for scheduling, early releases of shifts, and vacation bids
- Trained and on-boarded new hire salaried cast and hourly cast with groups as large as 20 in a classroom setting
- Coordinated and scheduled regulatory and continual training for hourly Cast
- Provided guidance and coaching for Cast Members for continuous improvement in a Quality Assurance and Guest Services environment
- Involved with multiple outbound call campaigns and projects in partnership with lines of businesses across The Walt Disney Company
- Independently handle Walt Disney Company and business partner's calls, requests and forms including Executive call handing
- Represented operations by handling all escalations for all Walt Disney World Resort operations, Theme Park operations, WDW Transportation, Disney Cruise Line emergency line, Adventures by Disney, and ABC Television Network, and runDisney
Education
High School Equivalency -
Sheepshead Bay High School
Brooklyn, NY08.1991
Skills
- Excel Proficiency
- Avaya
- CDS
- My Time
- SharePoint Administration
- Attention to detail
- eWorkforce Planning/NICE IEX
- Schedule management
- Microsoft Office Suite
- Experience with Microsoft Teams Collaboration
Timeline
Executive Assistant
KPMG
11.2024 - 01.2025
Labor Admin Associate
Disney Vacation Club
09.2019 - 11.2024
Premium Cast
Guest Services Call Center
09.1997 - 09.2019
High School Equivalency -
Sheepshead Bay High School
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