Summary
Overview
Skills
Timeline
Work History
Education
Interests
AccountManager
Jacob Sullivan

Jacob Sullivan

Customer Service/Guest Relations
Orlando,FL

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

7
7
years of professional experience
4
4
years of post-secondary education

Skills

Reservations Management

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Timeline

Guest Service Representative

Walt Disney World Resort
05.2022 - Current

Training Lead

Kuvera Partners
08.2021 - 05.2022

Front Desk Lead

Big Cedar Lodge And Resort
02.2021 - 08.2021

Customer Service Specialist

Kuvera Partners
10.2020 - 08.2021

Guest Experience Associate

Silver Dollar City
03.2020 - 10.2020

Event Assistant

Bass Pro Shops
08.2019 - 02.2020

Activities Coordinator (Internship)

Big Cedar Lodge And Resort
05.2019 - 08.2019

Guest Experience Associate

Disney College Program
12.2018 - 05.2019

Human Resources Coordinator (Internship)

Willis Towers Watson
05.2018 - 08.2018

Associate of Arts - General Studies

Moberly Area Community College
08.2016 - 05.2018

Work History

Guest Service Representative

Walt Disney World Resort
Orlando, FL
05.2022 - Current
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • • Utilized various CRM systems to maintain service inventory and amenity calendar.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Assisted guests by furnishing information and directions to casino, gift shop and dining areas.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Collected transportation deposits, fees and payments.
  • Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
  • Took reservations over phone and through email, recording guest information in computer system and verifying details.

Training Lead

Kuvera Partners
Branson, MO
08.2021 - 05.2022
  • Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
  • Provided in-house training to new employees concerning maintenance of standardized training approaches.
  • Proctored and evaluated over 30 new hire tests and sent results to the Manager of Operations.
  • Presented feedback and suggestions for updating the training curriculum to managers and leadership staff
  • Led training sessions for 30+ new colleagues, which includes onboarding and a two-week orientation course
  • Maintained a thorough understanding of workplace policies and processes and exercise procedures when necessary
  • Held new hires accountable for punctually and courteously greeting and assisting customers with their questions and concerns via telephone, e-mail, and face-to-face interaction

Front Desk Lead

Big Cedar Lodge And Resort
Ridgedale, MO
02.2021 - 08.2021
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Used internal software to process reservations, check-ins and check-outs.
  • Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
  • Managed guests through CRM software utilizing Microsoft, salesforce, and similar applications
  • Acted as concierge/vacation planner, assisting with local recreation, golf course, and restaurant reservations
  • Collected room deposits, fees and payments.

Customer Service Specialist

Kuvera Partners
Branson, MO
10.2020 - 08.2021
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Used consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Provided primary customer support to previous and first-time customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Recommended accessories and complementary purchases to boost revenue.

Guest Experience Associate

Silver Dollar City
Branson, MO
03.2020 - 10.2020
  • Constructed displays and easy-to-read signage to help guests navigate attractions area.
  • Followed posted height and age restrictions and denied access to attraction for guests under minimum requirements.
  • Engaged safety devices and monitored attraction during operation to reduce safety risks.
  • Resolved guest issues by identifying source of complaint and formulating corrective action with supervisor.
  • Cleaned rides and attractions to reduce spread of germs and bacteria.
  • Performed troubleshooting and routine maintenance to keep equipment in optimal working condition.
  • Maximized customer service and satisfaction by providing directions to visitors regarding requested locations, events and landmarks.

Event Assistant

Bass Pro Shops
Springfield, MO
08.2019 - 02.2020
  • Optimized guest satisfaction with food and beverages by quickly addressing requests and complaints.
  • Performed post-event tasks such as breaking down areas, removing trash and cleaning facilities.
  • Developed integrated event strategies and conducted on-site events management and follow-up after events.
  • Welcomed guests to events, checked invitations and oversaw proper seating.
  • Performed event coordination for larger parties and gatherings.
  • Organized facilities preparation, refreshments and entertainment for gatherings with as many as 2,500 guests.
  • Directed team to set up and keep banquet space clean and presentable for guests.

Activities Coordinator (Internship)

Big Cedar Lodge And Resort
Ridgedale, MO
05.2019 - 08.2019
  • Helped staff customize plans for specific groups based on age or ability level.
  • Coordinated, planned, developed and implemented activities designed to enrich family vacations and create lasting memories.
  • Prepared for special groups and VIP customers by implementing personalized plans with staff.
  • Trained workers in service policies, safety requirements and specifics of activities.
  • Coordinated supply orders, storage and distribution for program.
  • Enhanced customer service based on feedback from guests.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.

Guest Experience Associate

Disney College Program
Orlando, FL
12.2018 - 05.2019
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Responded immediately to calls from personnel to clean up spills and wet floors.
  • Followed safety standards and established SOPs when handling, mixing and storing hazardous chemicals.
  • Emptied waste paper and other trash from premises and moved to appropriate receptacles.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Created plans and communicated deadlines to complete projects on time.

Human Resources Coordinator (Internship)

Willis Towers Watson
Arlington, VA
05.2018 - 08.2018
  • Audited the day-to-day operations of Short Term Disability (STD) FMLA and Paid Time Off (PTO) leave plans. This included handling colleagues' cases in Oracle R12
  • Escalated cases to the Employee Relations and Legal teams and provided support, as appropriate
  • Supported HR functions with emphasis on record keeping, data entry and general HR tasks.
  • Audited communications and data entry of team members
  • Managed ques via ServiceNow Case Submissions System
  • Reviewed human resources paperwork for accuracy and completeness.
  • Explained employee compensation, benefits, schedules, working conditions and promotion opportunities.

Education

Associate of Arts - General Studies

Moberly Area Community College
Moberly, MO
08.2016 - 05.2018

Interests

Hospitality

Travel

Volunteering

Theme Parks/Immersive Entertainment

Outdoor Exploration

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Jacob SullivanCustomer Service/Guest Relations