James Burrell
Haines City
Summary
Exceptional communication and organizational skills with a passion for storytelling. Self-motivated ,detail oriented team player with a love for helping others through the Walt Disney Company. Expert in using technology, research and analysis to provide accurate data reporting.
Overview
19
19
years of professional experience
Work History
Central Inventory Management(CIM)
Walt Disney World
02.2021 - Current
- Manage short and long term occupancy goals along room maintenance strategies to maximize revenue and guest satisfaction.
- Blocking incoming resort reservation based on category and party size
- Assign guest reservations to available room inventory based on dated collected through reports and the utilization of advanced methodologies and analytics based on technologies(HERO, LILO, Microsoft Excel, Sharepoint and Travelbox)
- Demonstrate knowledge of resort operations, inventory management and problem solving by analyzing and adjusting for trends and guest mix in resort occupancy, location and unexpected resort challenges.
- Provide updates in business performance to resort leadership and operational teams, and execute solutions for inventory optimization challenges such as : Oversell solutions, Guest request, and unexpected resort challenges.
- Strategic analysis to maximize resort revenue.
- Implementing new business strategies to make the Guest experience seamless.
- Partner with the resort Cast Members to complete engineering, housekeeping and Primo task.
- Assist the Resort with VIP, Groups and DVC Guest preparation process.
Premium Help Desk GSCC(Guest Service Call Center)
Walt Disney World
04.2016 - 02.2021
- Assist Disney Cruise Line Cast with various emergency and non-emergency challenges.
- Resolve and address escalated Guest concerns throughout several lines of business. (Disney, ABC, etc.)
- Provide Cast and Guest requiring assistance with My Disney Experience support.
- Engaged in new hire CCR(Call Center Rep) training and Cast Member training.
- Assisted in implementing new processes to improve the daily work experience of the cast. (Wake-up System, ECL, Guest Service Suite)
- Analyzing and providing feedback to Cast to improve Quality Assurance.
- Support Adventures by Disney Guest and Cast with travel related challenges and concerns.
- Assist in Call Campaigns to address challenges that need immediate resolution.
- Provided support for NBA, NBA G League, Run Disney, NFL Pro Bowl, etc.
- Operation Support including training, scheduling and Cast support.
- Coordinate monthly Cast Activities and celebrations.
- Actively partner with Resort Operation Support to provide efficient Guest Solutions.
- Lead Trainer
VIP Sale Supervisor and Trainer
Universal Studios
08.2014 - 11.2015
- Engaged in new hire training of Vacation Planners and VIP Team Members.
- Trained Team Members on VIP Guest service and VIP tour experience.
- Lead staffing for major Events.
- Supported Team Members in escalated situations to find resolutions for the Guest.
- Implemented new Sales processes to improve the Team and Guest experience.
Athletic Coach/ Teacher
Volusia County School Board
08.2006 - 06.2014
- Teacher of Computer Lab/Math for college readiness.
- Mentor to student/athletes.
- Boys/Girls Basketball Coach
- Designed and implemented new processes to assist in student improvement.
Hardlines Team Leader Electronics Lead Specialist
Target Corporation
10.2011 - 10.2013
- Trainer of new hire team members and lead specialist.
- Assisting Target Team members in escalated situations.
- Lead and training the Electronics team members with assisting Target guest in the area of electronics with several products from iPads, Kindles, TVs, Video game systems etc.
- Lead a team of 30-40 Team Members.
Phone sales supervisor
Sprint/Embarq Florida, Inc.
08.2007 - 04.2009
- Telecommunications Services
- Leading a Team of 25-40
- Customer service, Sales, tech support, taking supervisor calls and other supervisor duties.
Education
BA – Business Administration - Social Media Marketing
Strayer University
06.2019
Film
University of Central Florida
Orlando, Florida01.2003
Skills
- Microsoft Office-Outlook, Excel and Powerpoint
- SQL
- Lilo, HERO, TravelBox, MyHotelExperience, GSS
- Tableau
- Hotsos
Timeline
Central Inventory Management(CIM)
Walt Disney World
02.2021 - Current
Premium Help Desk GSCC(Guest Service Call Center)
Walt Disney World
04.2016 - 02.2021
VIP Sale Supervisor and Trainer
Universal Studios
08.2014 - 11.2015
Hardlines Team Leader Electronics Lead Specialist
Target Corporation
10.2011 - 10.2013
Phone sales supervisor
Sprint/Embarq Florida, Inc.
08.2007 - 04.2009
Athletic Coach/ Teacher
Volusia County School Board
08.2006 - 06.2014
Film
University of Central Florida
BA – Business Administration - Social Media Marketing
Strayer University