Summary
Overview
Work History
Education
Skills
Timeline
Generic

JAMES BONSERIO

Summary

With a strong foundation in collaboration and meeting workplace expectations, my experience at The Walt Disney Company has instilled in me a consumer-focused work ethic. I have received training in delivering exceptional guest service and have honed my skills in following company policies and procedures while maintaining a positive attitude. Throughout my 30-year tenure at The Walt Disney Company, I have excelled in creating memorable guest interactions, including directing guests, providing information about art and merchandise, sharing park history, and more. Embracing new roles and demonstrating versatility and adaptability have been key highlights of my journey with The Walt Disney Company.

Overview

35
35
years of professional experience

Work History

Reservation Associate Vacation Planner

Walt Disney Company
04.2022 - Current
  • Managed high call volume while maintaining a professional demeanor and providing accurate information.
  • Provided exceptional customer service by responding promptly to inquiries via phone, email, or online chat systems.
  • Adapted quickly to changes in pricing structures or room availability, ensuring correct information was provided to guests at all times.
  • Exceeded monthly sales goals through upselling room upgrades or additional services based on guest needs.
  • Enhanced customer satisfaction by efficiently handling reservations and addressing inquiries.
  • Contributed to increased bookings by promoting hotel services and special offers during interactions with guests.
  • Participated in ongoing training programs designed to improve job performance.
  • Handled cancellations professionally while attempting to retain business through rebooking efforts or offering alternative solutions.
  • Maintained up-to-date knowledge of hotel amenities, promotions, and policies to effectively serve guests.
  • Achieved high levels of accuracy when entering reservation details into the system, minimizing errors and potential conflicts.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Provided customers with information about availability and pricing.

Sketch Artist Magic Kingdom

Walt Disney Co
05.2012 - 12.2020
  • - Worked in a gallery setting on Magic Kingdoms “Main St USA” drawing two color character sketches. I had to maintain company standards and tolerances for all art while guests waited. I was able to successfully work under pressure in a busy setting of a public gallery located on Disney property. Most important was to maintain Disney standards for artwork and product in the least amount of time possible. Tasked with Designing new source material for our department to create and stock at area merchandise locations.

Ink and Paint Department

Walt Disney Co
07.2004 - 05.2012
  • - Ink and Paint Department Cel painter and Concept Designer- Created Limited Edition Animation Cels for retail galleries within Disney property. Using Skills and creativity I Partnered in brainstorming and creation of upcoming projects. Received merchandise and stock reports to determine which Cel’s to produce. Maintained high volume daily painting quota and insured Disney quality work is passed onto the guest. Photoshop and Illustrator knowledge.

Sketch Artist

Walt Disney Co
01.1998 - 07.2004
  • - Worked in a gallery setting drawing two color character sketches and full color personalized watches. I had to maintain company standards and tolerances for all art while guests waited. I was able to successfully work under pressure in a busy setting of a public gallery located on Disney property. After completing the personalized watch face, I would Assemble watches according to the training. Tasked with Designing new Limited-Edition watches for release of Fantasia 2000 and the first Disneyana convention for Disney’s Animal Kingdom I was able to set a new standard for the company for Sketch Artists.

Disney Institute Facilitator

Walt Disney Co
01.1996 - 01.1998
  • - Cross U position with Youth Education Series. I was selected to assist in the development of Animation Generation program, teaching drawing of the Disney characters to guests at an animation attraction, which later became used at Disney Quest as well as with the Disney Cruise Lines. The goal of the program I helped develop was to immerse guests into the process of animating the characters, while providing a memorable experience.

Magic Kingdom Custodial Host

Walt Disney Co
10.1995 - 01.1998
  • - Created memorable experiences for guests by maintaining the highest quality of cleanliness that guests expect from a Disney Park. Along with keeping the park clean I also interacted with guests and answered questions at the same time.

Mental Health Clinician

Charter Behavioral Health Systems
10.1994 - 08.1996

Case Manager

Carbon Training Center
01.1993 - 08.1994

Group Home Manager

Human Services Consultants
01.1990 - 01.1993

Education

Graphic Design

Southern New Hampshire University
04.2025

Graphic Design with a minor in Psychology

Bellevue University
03.2021

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Marywood College
Scranton, Pennsylvania
06.1993

AA - Liberal Arts

Lackawanna College
Hazleton, Pennsylvania
06.1992

Skills

  • Maintaining confidentiality
  • Reservation software
  • Upselling strategies
  • Travel industry trends
  • Telephone reservations
  • Customer engagement
  • Phone etiquette
  • Telephone reception
  • Call control
  • Travel bookings
  • Upselling proficiency
  • International travel
  • Travel planning

Timeline

Reservation Associate Vacation Planner

Walt Disney Company
04.2022 - Current

Sketch Artist Magic Kingdom

Walt Disney Co
05.2012 - 12.2020

Ink and Paint Department

Walt Disney Co
07.2004 - 05.2012

Sketch Artist

Walt Disney Co
01.1998 - 07.2004

Disney Institute Facilitator

Walt Disney Co
01.1996 - 01.1998

Magic Kingdom Custodial Host

Walt Disney Co
10.1995 - 01.1998

Mental Health Clinician

Charter Behavioral Health Systems
10.1994 - 08.1996

Case Manager

Carbon Training Center
01.1993 - 08.1994

Group Home Manager

Human Services Consultants
01.1990 - 01.1993

Graphic Design with a minor in Psychology

Bellevue University

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Marywood College

AA - Liberal Arts

Lackawanna College

Graphic Design

Southern New Hampshire University

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