Jason Albertson
Orlando,FL
Summary
Dynamic leader and innovator with a proven track record at Walt Disney World Company, enhancing guest satisfaction and team performance. Excelled in quick learning and exceptional communication, driving results through creativity and leadership. Elevated customer service and operational efficiency, showcasing sales proficiency and strong teamwork.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Premium Guest Services Call Center Cast Member
Walt Disney World Company
Lake Buena Vista, FL
08.2019 - Current
- Enhanced guest experience by providing exceptional customer service and maintaining a positive attitude.
- Implemented problem-solving skills when addressing unexpected challenges or changes within the workplace setting.
- Maintained cleanliness and organization throughout various areas, contributing to an enjoyable atmosphere for guests.
- Collaborated with fellow cast members to ensure seamless operations and consistent guest satisfaction.
- Provided accurate information and helpful guidance to visitors, improving their overall park experience.
- Assisted in creating memorable experiences for guests through interactive entertainment and engaging activities.
- Supported team members during peak times by taking on additional roles when needed, fostering a cooperative work environment.
- Participated in regular training sessions, remaining current on park updates and procedures to provide informed assistance to guests.
- Assisted in training new cast members on park policies, procedures, and best practices for serving guests.
- Resolved guest concerns in a timely manner, demonstrating commitment to excellent customer service.
- Provided constructive feedback and insight into performance of colleagues role.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Developed quality employees within call center to take over leadership positions.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Assistant Sous Chef
Walt Disney World Parks And Resorts
Lake Buena Vista, FL
06.2018 - 09.2019
- Strengthened teamwork among kitchen staff by fostering an atmosphere of mutual respect and supportiveness.
- Ensured consistent food quality by closely monitoring preparation and presentation standards.
- Developed culinary skills of junior staff through hands-on training and mentoring.
- Streamlined kitchen operations by assisting in menu planning and ingredient sourcing.
- Supported Sous Chef in managing daily kitchen operations, ensuring timely meal preparation for guests.
- Reduced food waste by implementing inventory control measures and utilizing leftover ingredients creatively.
- Upheld strict adherence to safety guidelines within the kitchen environment, minimizing accidents or injuries.
- Expedited orders efficiently during peak service hours, ensuring prompt delivery of meals to guests.
- Provided outstanding customer service, addressing guest concerns promptly and professionally.
- Collaborated with the culinary team on special events, providing exceptional dining experiences for guests.
- Assisted in the development of new recipes, keeping up-to-date with industry trends and guests'' preferences.
- Contributed to a positive work environment by maintaining open communication with team members.
- Increased efficiency by delegating tasks to appropriate staff members based on their skill sets and workload capacity.
- Proactively identified potential bottlenecks in the cooking process, implementing solutions to maintain smooth workflow.
- Trained kitchen staff to perform various preparation tasks under pressure.
- Planned and directed high-volume food preparation in fast-paced environment.
- Prevented cross-contamination from utensils, surfaces, and pans when cooking and plating meals for food allergy sufferers.
- Mentored kitchen staff to prepare each for demanding roles.
Vacation Sales/Resale Manager
Sunterra Resorts
Orlando, FL
01.2000 - 08.2003
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Education
High School Diploma -
Daytona State
Daytona Beach, FLSkills
- Quick-learning
- Strong teamwork
- Public Speaking
- Leadership Qualities
- Exceptional communication
- Sales proficiency
- Creativity and Innovation
- Performance skills
- Character Development
- Brand representation
- Following Directions
- Accepts direction and coaching graciously
Certification
Facilitator, certified at Disney University
Timeline
Premium Guest Services Call Center Cast Member
Walt Disney World Company
08.2019 - Current
Assistant Sous Chef
Walt Disney World Parks And Resorts
06.2018 - 09.2019
Vacation Sales/Resale Manager
Sunterra Resorts
01.2000 - 08.2003
High School Diploma -
Daytona State