William Wade
Orlando,Florida
Summary
Implemented effective organizational strategies and communication practices to improve overall workplace productivity and morale.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Guest Accessibility Coord
Universal Studio Orlando
Orlando
12.2025 - Current
- • Assisted guests with inquiries and coordinated ADA-compliant accommodations via phone, email, chat, and in-person. Worked with third-party services to verify guest eligibility and communicated available options.
- • Acted as a Universal Orlando Resort expert, helping guests and team members with attractions, accommodations, ticketing, ADA requirements, and policies.
- • Addressed guest experience issues like lines, crowd control, weather, employee comments, restrictions, damages, ticketing, and attractions. Provided guest recovery and completed related administrative tasks, such as documentation and emails.
- • Documented and investigated guest experience issues at the Resort, including long lines, crowd control, weather, negative employee comments, height restrictions, property damage, IT and ticketing issues, inoperable attractions, and accommodation documentation. Determined appropriate guest recovery and documented concerns. Completed administrative duties, including guest case management, drafting emails, and notating tickets.
Guest Communications Coord
Universal Studios
Orlando
03.2025 - 12.2025
- Served as a key liaison between guests and Universal Studios, ensuring exceptional customer service through various communication channels, including email, phone, and in-person interactions.
- Addressed and resolved guest inquiries, concerns, and feedback efficiently while upholding company policies and brand standards.
- Collaborated with internal teams to enhance guest experiences, streamline processes, and provide accurate information about park services, events, and attractions.
- Maintained detailed records of guest interactions and feedback to support continuous improvement initiatives.
- Assisted in crisis communication efforts and escalated complex issues to appropriate departments for resolution.
Security Officer
Universal Studios
Orlando
- 07.2023
- Provide security and surveillance services within a high-profile resort environment, ensuring the safety and well-being of guests and staff.
- Handle classified information, files, and papers in strict adherence to security protocols and confidentiality requirements.
Retail Merchandiser
Universal Studios
Orlando, Florida, United States
12.2021 - 07.2022
- Successfully managed transactions and guest expenses while upholding security measures and protocols.
- Implemented security measures in handling sensitive information and items within the merchandise operations.
- Engaged with guests to provide a secure and enjoyable shopping experience, aligning with security and customer service standards. Conducting regular inventory audits to ensure accurate stock levels and prevent
Education
Bachelor's degree - Psychology BS
University of Central Florida
Orlando, FL05.2024
Associate of Arts - AA
Daytona State College
05.2021
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
Certification
- Talent Acquisition - HRCI Issued October 2024
- Credential ID 393019DKJ4JQ
- Https://coursera.org/share/a11346be5e2488125384e0dc6e921c41
Accomplishments
Golden Heart Award 2026 - Employee of the month for march for Guest Accessibility
Timeline
Guest Accessibility Coord
Universal Studio Orlando
12.2025 - Current
Guest Communications Coord
Universal Studios
03.2025 - 12.2025
Retail Merchandiser
Universal Studios
12.2021 - 07.2022
Associate of Arts - AA
Daytona State College
Security Officer
Universal Studios
- 07.2023
Bachelor's degree - Psychology BS
University of Central Florida