Jonathan Jankowski

About Jonathan Jankowski

With more than 15 years\' experience leading dynamic teams to deliver on all aspects of client-operations across the Disney experience, I have contributed to maintaining exceptional customer service, as well as employee performance to ensure the right Imagineer and Cast Member is available at the right time for the optimal Guest Experience.I believe that consumer insights can be leveraged to improve across all fronts, so I place a high emphasis on learning from client-employee interactions. By making sure that the right people are available at the right for the right guests means that guest satisfaction stays op, while Cast Member\'s remain passionate and productive. Currently, within the Resource Planning Office at Walt Disney Imagineering I partners across all WDI studios and geographies to ensure integrated resource plans and processes. This team applies technical skills, analytics, and relationship skills to forecast resources, summarize recommendations and develop scorecards. Ultimately I ensure we have the right Imagineer, at the right place, at the right time to create amazing products for our Guests.Previously at Disney overseeing the Workforce Planning and Labor Services team at the Contact Center, I oversee the workforce optimization of a unified contact center, facilitating calls for 15+ business divisions consisting of 2.5K+ cast members. This allows for effective guest engagements, including opportunities for non-revenue interactions. Skilled in Strategic Transformational Development, Performance measurements and analytics, Workload Forecasting and Labor Planning, recognition/incentive programs, Communication, Training, and Guest Experience (CSAT) measurement. Strong program and project management professional with a Certification focused in Project Management.Before Disney becomes the magical place it is known to be, there are multiple background operations that need to be running at optimal level, so that guests have consistent experience, as so that each time someone engages with the Disney brand, they have been offered value. In my free time I enjoy time with my family and helping friends and family members navigate the real estate market to buy and sell homes as a Central Florida Realtor. Taking on 2 clients at a time allows me balance of work and family life while providing the opportunity to guide clients through a major milestone purchase or sale of a home. It has afforded me the opportunity to meet amazing people, make lifelong friends and set my daughter\'s up for success later in life.

Experience

1. Sr Manager, Sales & Service Operations

   Disney Cruise Line

   Apr 2024 — Present · Celebration, FL, US

Education

• Stetson University

  Certification, Project Management

  2011 — 2012

• University of Vermont

  Master of Education - MEd, Higher Education, Student Affairs Administration

  1998 — 2000

• Fairfield University

  Master of Business Administration - MBA, Business Management and Leadership

  2001 — 2004

• Assumption University

  BA, Mathematics, Education

  1994 — 1998

Skills

• Analysis
• Call Center
• Sales Management
• Organizational Development
• Strategic Planning
• Process Optimization
• Business Process Excellence
• Sales Operations
• Powerpoint Skills
• Team Leadership
• Meeting Management
• Time Management
• Strategy Development
• Process Improvement
• Business Strategy
• Business Process Improvement
• Data Analysis
• Process Consulting
• Strategic Analysis
• Team Motivator
• Strategic Thinking
• Strategic Leadership
• Call Center Development
• Business Analysis
• Change Leadership
• Business Communications
• Virtual Teams
• Leadership Development
• Executive Communications
• Contact Center Design
• Strategic Communications
• Team Management
• Strategic Consulting
• Cross-Functional Team Leadership
• Process Mapping
• Presentation Development
• Relocation Buyers
• Project Portfolio Management
• First Time Home Buyers
• Sales Process