Josiah Frey

Assisted in training new Cast Members on Disney policies, product information, and sales techniques for a seamless onboarding experience.

Drove revenue by engaging with guest from all around the world.

Handled complex financial transactions with new members.

Handled sensitive information with leads and current members.

Advised members and leads about Disney products across all Disney lines of business.

Partnered with multiple departments within Disney to provide world class service.

Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing Disney world class service.

Coached sales agents on business policies and procedures.
Provided guidance to agents on escalated calls.
Shadowed new Guest Service Agents setting them up for success.
Engaged in challenging call campaigns.
Balanced multiple ongoing projects within Guest Service.

Ensured agents were following Disney's policies and procedures.

Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.

Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.

Assisted in training new agents by giving feedback and listening to their calls.

Mastered multiple complex Disney software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

Developed rapport with guest and travel agents through empathetic listening skills, creating positive experiences even during difficult conversations.

Delivered consistent Disney world class service under pressure during peak calling hours or challenging situations.

Exceeded monthly performance metrics consistently, contributing to the success of the Disney Reservation Center.

Managed over 60 national missionaries within the organization.

Empowered missionaries to succeed in their career growth and spiritual development.

Implemented sustainable development projects in collaboration with community members that contributed to long-term improvements in living conditions and economic prospects.

Mentored new missionaries, providing guidance on best practices and strategies for successful ministry work.

Hired and placed new staff/missionaries in key management positions and leadership roles.

Ensured financial accountability of donor funds. Through complex L&P balancing both

in US Dollars and Malawi Kwacha. Resulting in the organization financially responsible.