Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

PAUL GRAJEK

Lutz

Summary

Dynamic Messaging Specialist with expertise in customer engagement and precision in communication. Achieved recognition in the top 10% of team performance, leading to enhanced guest satisfaction. Skilled in driving efficiency and fostering teamwork to ensure high-quality service outcomes.

Overview

31
31
years of professional experience

Work History

Messaging Specialist

Disney Central
02.2022 - Current
  • Offered seamless assistance, integrating into the Guests’ daily activities, achieving the top 10% of the team for Star Gala for the past 15 months.
  • Enhanced Guest experiences throughout their Walt Disney World vacation.
  • Aided with the My Disney Experience App, resorts, tickets, dining, recreation, and park information.

Store Shift Manager

ALDI Florida
11.2018 - 11.2019
  • Fostered adherence to customer satisfaction guidelines while enhancing relationships between customers and team members.
  • Tackled operational concerns to provide a secure shopping atmosphere.
  • Managed stock levels, maintained signage, and enforced quality standards across all product lines.
  • Promptly identified customer needs and resolved issues efficiently.
  • Executed comprehensive opening, closing, and shift change functions to maintain daily operational efficiency.
  • Conducted daily walk-throughs of the store to pinpoint maintenance needs and areas for improvement.

Call Center Manager

TBSI, Inc.
06.2013 - 05.2015
  • Increased sales by 150% in the first three weeks while managing a 50-employee inbound telemarketing team.
  • Set aligned goals and managed training initiatives to drive customer service excellence.
  • Generated comprehensive performance reports while overseeing recruitment, evaluations, and disciplinary actions.
  • Reviewed call center technologies, ensuring they meet customer requirements effectively.
  • Addressed training deficiencies, elevating team competencies and overall efficiency.

Call Center Director

InterFACE 3
09.2010 - 05.2013
  • Led a 100-member call center, driving appointment conversion rates up by 300% in the first three weeks.
  • Set individual and team performance goals in line with corporate strategies.
  • Managed automated dialing systems, alongside lead management and reporting activities.
  • Developed comprehensive training programs to elevate productivity and service quality.
  • Administered HR tasks, including payroll management and commission oversight across various roles.

Call Center Manager

IDWatchdog
07.2007 - 08.2010
  • Doubled sales within two months by leading a 50-member telemarketing team for identity theft protection services.
  • Trained agents and established goals to enhance customer service and boost sales performance.
  • Produced performance reports to evaluate trends and results.
  • Managed recruitment, termination, and compensation processes to optimize team effectiveness.

Travel Professional

Cendant Travel Services
10.1998 - 02.2004
  • Achieved top 5% sales ranking through efficient utilization of GDS systems for booking domestic and international travel plans.
  • Conducted open-ended inquiries to accurately assess client needs and recommend optimal travel solutions.
  • Provided outstanding customer service to establish long-term relationships and acquire new travel bookings.
  • Assisted in the development of quality control procedures, ensuring consistent service delivery.
  • Designed training programs for agents, promoting effective multitasking in high-pressure environments.
  • Worked collaboratively with a diverse range of colleagues to tackle issues related to products and services.

Airline Service Agent

Mountain Air Express-Western Pacific Airlines
04.1994 - 01.1998
  • Handled airline reservations, delivering accurate information on fares and services.
  • Reviewed and updated technical documents to ensure relevance and compliance with FAA standards.
  • Audited FAA-controlled documents to ensure compliance with regulations for aircraft, personnel, and airport stations.
  • Oversaw ramp coordination and operations for timely departures and efficient turnarounds.

Education

AAS - Computer Science, business application, business administration

Blair College
CO

Skills

  • Fast learner
  • Flexible mindset
  • Meticulous attention to detail
  • Self-motivated
  • Customer-centric approach
  • Autonomous worker
  • Team-oriented

Accomplishments

  • Eagle Scout
  • US Army Veteran
  • Safety, Health & Wellness Committee Member
  • 2025 Disney Central Explorer Program

Timeline

Messaging Specialist

Disney Central
02.2022 - Current

Store Shift Manager

ALDI Florida
11.2018 - 11.2019

Call Center Manager

TBSI, Inc.
06.2013 - 05.2015

Call Center Director

InterFACE 3
09.2010 - 05.2013

Call Center Manager

IDWatchdog
07.2007 - 08.2010

Travel Professional

Cendant Travel Services
10.1998 - 02.2004

Airline Service Agent

Mountain Air Express-Western Pacific Airlines
04.1994 - 01.1998

AAS - Computer Science, business application, business administration

Blair College

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