Jonathan Jankowski Email & Phone Number

Orlando, FL, US

Celebration, Florida, United States

Orlando, Florida, United States

As the Senior Manager, I oversee the Resource Management Office within Imagineering. By aligning employee capacity, scheduling, forecasting, and end-to-end personnel management, I am able to partners across all WDI studios and geographies to ensure integrated resource plans and processes. This team applies technical skills, analytics, and relationship.

Orlando, Florida, United States

• As the Senior Manager, I oversee all aspects of workforce planning throughout the organization, leading a 50-member team and supporting 2.5K+ cast members across more than 30 departments. By aligning employee capacity.
• Enhancing digital tools available to guests by unifying four contact centers, and amplifying multiple methods for communication, including email, online chat, and phone calls.
• Reintroducing 2.5K+ cast members into on-site facility during hybrid operational structure as COVID-19 lockdown laws eased.
• Merging five silo areas into one command center to optimize resource utilization and integrate the use of new software and data visualization tools.

Orlando, Florida

• In this role, I led more than 20 senior managers and 2.5K cast members across 20+ departments, with a managed budget of $115M+ to deliver high-level guest experiences and preserve positive brand perception. I developed.
• Conserving 15% in vendor expenses by leading the request for purchase (RFP) process and consolidating two call monitoring vendors into one.
• Facilitating achievement of annual operations plan (AOP) targets by establishing new team vision, increasing talent pool and hiring leading talent, as well as designing new process for communication between key.
• Obtaining 22ppt increase from 2019 financial year primary OI driver by transforming cast and leader pay-for-performance program, aligning cast KPIs OI goals.

Orlando, Florida Area

• In my tenure as Project Development Manager, I oversaw cross-functional teams throughout the corporate strategy process to devise methods for consumer-direct interactions at WDW, DLR, and Disney Vacation Club (DVC). I.
• Achieving $22M + OI after integrating operational teams/business partners, streamlining processes, and creating a sustainment plan focused on business continuity and customer relationship management.
• Consulting with the Disney Vacation Club Member Services team, introducing a member experience strategic plan to track the client journey at all touchpoints of the business, from sales leads to long-term membership.
• Leveraging guest insights to develop the concept and launch plans for Disney Sales Center at Disney Springs, alongside operational teams to address consumer demands and increase overall offerings.

Orlando, Florida Area

Lead numerous cross-functional teams from sizing the business opportunity, to testing, through analysis, recommendation and implementation on a variety of initiatives. Effectively organize, plan and implement new sales strategies, tools and guest technology that impacts the Contact Center at Walt Disney World and Disneyland Resort. Provide executive.

Disney Reservation Center, Orlando, FL

• Managed team of phone Reservation Sales Agents to consistently exceed revenue, quality and productivity goals.
• Provided Sales Agents individual development and coaching in line with DRC’s sales and productivity targets.
• Led my team during a pilot program measuring a new revenue performance metric. Increased my team’s revenue to goal, conversion rate and revenue per reservation by 25% during the program.
• Represented CTIS on the DREAM’s Reservation System Prioritization task team to identify and prioritize business-critical system enhancements that directly impact talk-time and productivity. Partnered with IT and DRC.
• Partnered with Sales Leaders and other DRC departments to share best practices and improve communication

Orlando, Florida Area

• Led a cross-departmental team within DRC to identify and implement continuous improvement projects.
• Served as project leader through the successful design, communication and training of a streamlined on-line presenteeism discrepancy program, generating an 85% reduction in the number of presenteeism discrepancies.
• Reported monthly causes of presenteeism discrepancies to senior leadership; highlighting monthly trending of process improvement implementation efforts.

Orlando, Florida Area

• Maximized guest’s WDW experience by matching their vacation plans to appropriate WDW products.
• Achieve and exceed sales and quality goals.
• Encouraged an interaction, collaborative team through team building activities.

Shelton, CT

• Partnered with Product Development to design, develop and gain state regulatory approval of over 15 Variable Annuity and Life Insurance products.
• Served on cross-company development teams to oversee the implementation of new Variable Annuity products and administrative projects including: customer service training, marketing campaigns, etc.
• Negotiated with each State’s Department of Insurance to obtain prompt state approval of filed forms.
• Ensured company compliance with each state insurance regulatory requirements.
• Increased the filing efficiency of state-filed forms by implementing an electronic filing system.
• Member of various insurance regulatory associations, including participation in compliance associations

Certification, Project Management, A

Master Of Business Administration - Mba, Business Management And Leadership

Master Of Education - Med, Higher Education, Student Affairs Administration

Activities and Societies: Mathematics Tutor, Assistant Complex Coordinator, Vermont Connection

Ba, Mathematics, Education

Activities and Societies: Resident Assistant, Mathematics Tutor, First-year Orientation