Joseph Ledonne Email & Phone Number

Orlando, Florida, United States

• Served as the lead point of contact for Sportsbook, Casino, and Fantasy customer situations, handling an average of 60 cases daily through email and live chat.
• Provided exceptional levels of support in an efficient manner, with an average KPI score of 81% and 8 cases completed per hour over the last 12 months.
• Delivered an outstanding user experience, providing recovery as needed, resulting in a Quality Assurance rating of 96%.
• Lead training sessions on company policies, procedures, and steps for success for groups of up to a dozen new hires.
• Displayed proficiency in use of internal software such as Salesforce, Zendesk, Slack, Microsoft Office, and Google Suite.
• Developed strong cross-functional relationships with other departments, such as Payments and Fraud, to ensure any escalated cases were properly organized and completed as efficiently as possible.

Lake Buena Vista, FL

• Test and Adjust Special Project, EPCOT
• Managed schedules of 30 Cast Members to optimize labor coverage during testing periods.
• Created, organized, and developed attraction documentation and operating procedures that are used company-wide
• Assisted the Imagineering team in the testing of the ride and vehicle functionality, safety, and reliability.
• Securely handled confidential information throughout the duration of the project.
• Acted as a liaison between the employees, engineers, and creative directors throughout the length of the project.

Lake Buena Vista, FL

• Fantasyland East, Magic Kingdom (2017-2018)Theater District East, Disney's Hollywood Studios (2018-2020)
• Managed staffing, budgets, and other administrative duties for more than 60 scheduled employees daily while adjusting to rapidly changing customer needs and situations.
• Empowered staff to have positive interactions with visitors, providing service recovery as needed, resulting in an 85% Guest satisfaction score for the area.
• Recipient of over 30 recognition cards ("4 Keys Fanatic Cards") awarded to Cast Members who demonstrate the highest qualities of the company.
• Analyzed time data, Guest demand, and park metrics to keep the operations or attractions and staff running efficiently.
• Lead conversations about coaching, feedback, and recognition with employees and leadership to ensure clear expectations.

Lake Buena Vista, FL

• Fantasyland East, Magic KingdomSeven Dwarfs Mine Train
• Facilitated the training of new frontline cast members through on-the-job training over a 3-to-7-day period.
• Ensured Cast Members are well-trained per company standards and that their training is documented properly.
• Ensured area success by teaching existing frontline cast members any training updates to the operating guide.
• Organized monthly Safety Committee Events to promote education and performance of a safe work environment.
• Displayed in-depth knowledge of company policies to effectively operate a variety of ride systems and attractions.

Lake Buena Vista, FL

• Africa Attractions, Disney's Animal Kingdom (2014-2015)Kilimanjaro SafarisFantasyland East Attractions, Magic Kingdom (2015-2017)Seven Dwarfs Mine Train, Under the Sea: Journey of The Little Mermaid, Dumbo the Flying.
• Displayed in-depth knowledge of company policies to effectively operate a variety of ride systems and attractions.
• Provided exemplary and proactive service through customer interactions and provided recovery as needed.
• Recipient of over 35 recognition cards ("4 Keys Fanatic Cards") awarded to cast members who demonstrate the highest qualities of the company.
• Managed computerized ride operating system while being responsible for the safety of the Guests in the attraction
• Utilized exceptional interpersonal skills while working in a team environment and adjusting quickly to operational changes

Coral Gables, FL

• Cinematic Arts Commission, University of Miami
• Coordinated with a diverse executive committee to plan on-campus movie programming events.
• Managed a budget of nearly $50,000 to create a weekly movie series at no cost to students.
• Increased weekly movie attendance by 40% through increased promotion on social media.
• Facilitated all organizational activities, including advertising, social media, budgeting, and theater operations, and delegated to respective committee board members as needed.
• Raised nearly $35,000 towards the upgrade of projection technology for the Bill Cosford Cinema.

• Enforced rules for intramural events including football, volleyball, soccer, basketball, and softball.
• Used conflict resolution techniques to diffuse situations that occurred on the field.
• Promoted an atmosphere of fairness and respect during the sporting activities.

Blairsville, GA

• Outdoors Skills Program Area, Woodruff Scout Reservation Summer Camp
• Organized a programming schedule available to nearly 8,000 campers over eight weeks.
• Negotiated to increase budget by 30% to provide better equipment and improve program quality.
• Maintained cash amounts and reconciled daily sales for the Camp Trading Post, totaling nearly one million dollars in sales over the summer period.
• Managed payroll and assigned work schedules for a staff of 15 members.

Blairsville, GA

• Outdoors Skills Program Area, Woodruff Scout Reservation Summer Camp
• Instructed merit badge sessions covering diverse Scouting skills, such as communication, camping, and first aid, to groups of roughly 20 campers.
• Executed unit leader feedback to provide the optimal camp experience for both youth and adults.

Coral Gables, FL

• Provided exceptional customer service to assist guests on the sales floor and at the cash register.
• Handled large volumes of cash, check, and credit card transactions.
• Balanced the cash drawer on a nightly basis to ensure accurate sales.