Pamela Jimenez
Summary
Dynamic professional with a robust background in guest service and talent acquisition, developed through experience at Disney Cruise Line and Disney Signature Experiences. Expertise in managing complex hiring workflows while ensuring data integrity and excelling in high-volume environments. Recognized for exceptional communication skills, fostering cross-functional partnerships, and leveraging technology to streamline processes for improved efficiency.
Overview
11
11
years of professional experience
Work History
Recruitment Coordinator
Disney Cruise Line
01.2024 - Current
- Process 200+ hires and system transactions per month across DCL platforms, ensuring accuracy and on-time completion through strong operational execution.
- Serve as the primary communication partner for candidates and international hiring agencies, strengthening clarity, responsiveness, and overall satisfaction through effective candidate communication.
- Coordinate onboarding and travel logistics for 200+ new hires monthly, supporting an efficient and compliant onboarding process.
- Leverage reporting and technology to streamline workflows, contributing to 10–20% reductions in manual effort through targeted process optimization.
- Maintain data accuracy across candidate records and documentation, ensuring compliance through rigorous data integrity practices.
- Partner with cross-functional teams to accelerate pre-employment steps, reducing delays and improving hiring timelines through effective cross-functional collaboration.
- Support international hiring agencies, ensuring a candidate-centered and compliant process.
- Contribute to operational initiatives that improve recruitment efficiency and enhance the candidate experience through strategic operational improvements.
- Continue to drive data- and technology-focused process-improvement initiatives to strengthen efficiency, accuracy, and communication across Recruitment Operations.
Group Review Specialist
Disney Signature Experiences
01.2023 - 12.2023
- Managed the development and maintenance of over 100 contracted, wholesale, and non-revenue travel groups, ensuring seamless coordination and execution.
- Managed group space allocation, initiated agency communication, generated deposit invoices, and monitored payment collection.
- Collaborated with 50+ domestic and international travel agencies to coordinate accommodations, dining, room assignments, and pre/post-trip arrangements.
- Produced monthly booking reports for Australia–New Zealand groups on Disney Wonder, tracking agency performance and overall booking trends.
- Cross-trained with Media & Marketing teams, supporting prize fulfillment and flight bookings for award recipients.
- Served on the Events Committee, planning and executing Cast engagement and recognition events.
Travel Support Specialist, Guest Assistance Team
Disney Cruise Line
07.2022 - 01.2023
- Executed Guest Care communication strategies and operational processes within a 24/7 environment, ensuring compliance with technical and business guidelines.
- Provided comprehensive travel assistance including hotel, car, and flight bookings aligned with CDC and international travel requirements.
- Acted as liaison between ships, port agents, travel teams, medical teams, and public affairs to coordinate urgent travel needs.
- Contributed to weekly and monthly financial and operational reporting to support data-driven decisions.
- Developed customized guest communications to address unique travel scenarios.
Guest Relations Hostess & Guest Experience Team
Disney’s Animal Kingdom Theme Park
07.2019 - 07.2022
- Delivered exemplary guest service by addressing a wide range of needs, including the sale and upgrade of theme park tickets, processing annual pass contracts, booking dining and tour experiences, assisting with lost and found inquiries, facilitating foreign currency exchanges, and providing support for the My Disney Experience and Disney Genie apps.
- Maintained the integrity of the Disability Access Service (DAS) program by ensuring seamless daily operations and providing consistent, reliable assistance to guests with disabilities seeking accommodations at the Resort.
- Coordinated and resolved approximately 7,000 guest inquiries annually, ensuring efficient and effective outcomes for each guest.
- Leveraged advanced proficiency in over 14 proprietary systems to analyze and resolve escalated and complex guest concerns, maintaining a high level of professionalism and courtesy while providing tailored, appropriate recovery solutions.
Front Desk Hostess & Resort Concierge
Walt Disney World Deluxe Resorts
08.2015 - 07.2019
- Processed approximately 350 arrivals and departures daily, leveraging strategic partnerships with multiple business units to coordinate various aspects of each guest’s vacation experience.
- Applied extensive knowledge of Parks and Resorts to assist guests with itinerary planning, provide accessibility and assistance information, and guide them on theme park transportation options.
Education
Bachelor of Science - Hotel and Restaurant Administration
University of Puerto Rico
Skills
- Analytical problem-solving - able to break down complex issues and deliver efficient, scalable solutions
- Confidential information management - trusted to handle sensitive data while multitasking in fast-paced environments
- Technical adaptability - quick to learn new systems and tools
- Microsoft 365 proficiency - advanced use of Excel, Outlook, Teams, and SharePoint to increase productivity and streamline operations
- Communication excellence - clear, professional verbal and written communication supporting candidates, agencies, and internal partners
- Cross-functional collaboration - experienced partnering with hiring agents, DCL teams, and Talent Acquisition to drive results
- Team effectiveness - proven contributor to team goals, operational improvements, and shared success
- Disney Proprietary Systems: LILO, A La Carte, Disney Arrivals/Hotel Experience, ATS, SnApp, GSS, White Rabbit, PHIL, HERCULES, MEGARA, HERA, Chargerback, OLAF, SAP, SeaWare Main, SeaWare Touch, SeaWare Native, IRGS, Business Objects, Cost Object Validation Tool, AffairWhere, Certain, SureWare, SVAM, Zendesk, BrassRing, DOC, Workflow, CMA
- Microsoft Office 365: Word, Excel, PowerPoint, Outlook, OneNote, SharePoint, Forms, Teams, Microsoft Power Automate, Adobe Acrobat
- Other Tools: UiPath
Timeline
Recruitment Coordinator
Disney Cruise Line
01.2024 - Current
Group Review Specialist
Disney Signature Experiences
01.2023 - 12.2023
Travel Support Specialist, Guest Assistance Team
Disney Cruise Line
07.2022 - 01.2023
Guest Relations Hostess & Guest Experience Team
Disney’s Animal Kingdom Theme Park
07.2019 - 07.2022
Front Desk Hostess & Resort Concierge
Walt Disney World Deluxe Resorts
08.2015 - 07.2019
Bachelor of Science - Hotel and Restaurant Administration
University of Puerto Rico