Project Management Customer Service

JAMIE L. ASHBROOK

***** * ******* ****, ********* FL 34448 (cell) 407-***-**** ************@*****.*** 40 years of Financial, Operational and Customer Service-related experiences in the Entertainment industry, Merchandising, and Food & Beverage, providing positive guest experiences and capturing significant cost reductions via process redesign and performance enhancement programs. Highly competitive, passionate, persuasive, articulate and results driven. Experienced in front-line hospitality services, sourcing and procurement, controls and compliance, project management, and effectively managing teams.

CORE COMPETENCIES

Front-line Guest Services Project Management

Systems Integration Vendor Management

Sourcing and Procurement Sales & Returns

HIGHLIGHTED CAREER ACHIEVEMENTS

Guest Services – 39 years of providing front-line magical experiences to our guests/cast members

Consolidation - identified synergies and leveraged audit and admin operational functions which resulted in cost savings, reduced cycle time and improved customer service

Project Management – coordinated the implementation of a new international corporate card program that provided an improved customer experience to over 1,000 cardholders. This included collaboration with JPMorgan, MasterCard, IBM, and Disney IT, site sustainment, controllership

Risk Mitigation – implemented a risk mitigation program that reduced the corporation’s financial exposure by $150M

System Implementation – initiated testing, wrote test scripts, and identified break/fixes for large SAP upgrade and on-going quarterly releases

Training - developed and facilitated system related training seminars to global users across all business units

Received Partners in Excellence Award in 2006

PROFESSIONAL EXPERIENCE

Target, Lecanto Florida 2024 - present

Customer Service (7/24 – present)

Customer service desk (returns), Self cut out, Cashier, Drive up attendant. The Walt Disney Company, Lake Buena Vista, Florida 1983 – 2023 Financial Analysis (7/15 – 7/23)

Disney liaison for Citi Bank (Corporate Card/Procurement Card) for the initial set up of Cast Members credit cards for all segments across the enterprise (Domestic & International)

Responsible for gathering vendor information from Citi Bank to provide Accounts Payable in order to set up bank information and allow the payment to be released.

Identify incorrect banking information for Company Expense Reports and resolve issues with Accounts Payable Department and Citi Bank.

Notify international Cast Member/Employee of past due balance of their Corporate Cards.

Partner and follow-up with Disney World Wide Shared services for final feedback on Aging Timelines for each of the countries.

Perform Spend Analysis for each for the countries to find the spend limits for each person/business unit to provide to establish cast member spend limits.

JAMIE L. ASHBROOK

Team Leader, T&E Operations (3/09 – 7/15)

Operational responsibility for worldwide T&E Corporate and Procurement Card administration and compliance with annual spend in excess of $300M.

Implemented a risk mitigation program that reduced the corporation’s financial exposure by $150M.

Consolidated the Domestic and International card administration and audit functions while increasing the operational scope – identified synergies and leveraged operations which resulted in cost savings, reduced cycle time, and improved customer service.

Responsible for enforcing company Travel and Entertainment Policy

On-call 24/7 for emergency corporate card customer service-related issues

Provide Corporate Card audit and phone tracking data for internal department scorecard to be distributed to management

Cast Member/Employee notification of incorrect banking information for Expense Report payments

Notify international Cast Member/Employee of past due balances on their Corporate Cards Financial Analyst, T&E Operations (6/05 – 3/09)

Transitioned and centralized the International AMEX Corporate Card program to include 14 European markets to DWSS in a phased implementation plan meeting all target dates

Successfully implemented and tested first ever International P-Card program in February 2006

Tested and implemented electronic corporate card application in SAP resulting in reduction of defects decreasing error rate at JP Morgan and increasing card turn around to Cast Members/Employees

Developed and executed quarterly surveys to TWDC Corporate Card holders

Prepared and distributed T&E scorecards to WDIG and ABC TV Stations Business Unit Financial Controllers

Prepared internal department scorecards for management Financial Analyst Jr., T&E Operations (11/02 – 6/05)

Key player in transition for Domestic Corporate Card Program from AMEX to BankOne, 18K card holders

Identified 511K in personal use on Domestic Corporate Cards escalated to Cast Member/Employee management and segment HR decreasing financial risk to TWDC

Prepared and distributed T&E scorecards to WDP&R Business Unit Advisory & Assurance Controller

Prepared internal department scorecards for management Systems Analyst, Procurement Services December 1992 – November 2002 Receptionist, Creative Entertainment March 1990 – December 1992 Lodging Lead, Disney’s Caribbean Beach Resort November 1988 – March 1990 Front Desk/Lodging Lead, Disney’s Contemporary Resort June 1986 – November 1988 Future World Attraction Hostess, Epcot December 1983 – June 1986 Home Depot Customer Services Approximately 2003, PT Old Navy Sales Associate Approximately 2001, PT

COMPUTER SKILLS

MS Word, Excel, PowerPoint, Visio Pathway Net

Service Center Smart Data Online

SAP Production and Testing Environments Quality Center AMEX Accounting Link SharePoint

AMEX @ Work Babel Fish (Int. Translation Tool)

Point of Sale Systems

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