JOSHUA DRUMMOND
969 Copenhagen Way, Winter Garden, FL | C: (407) 913-7291 | Joshuadrummond6@gmail.com
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SUMMARY
With a career spanning over twenty-two years, I have extensive experience leading teams and developing innovative solutions. My skill set encompasses staff development, supervisory duties, and exceptional customer service. Currently employed as a supervisor in an environment that demands strong communication capabilities and top-tier customer service.
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HIGHLIGHTS
Experienced in Team Leadership and Development, adept at building strong relationships, and skilled in problem-solving and responding effectively to challenges. Proven track record as a productive and proactive doer, with the ability to influence and drive positive change. A versatile professional who can both contemplate and shape strategies for success.
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SKILLS AND ABILITIES
Seasoned professional with a successful track record in team management within the Park Service's field at Universal Studios. Exceptional leadership skills and a strong aptitude for project planning and building maintenance. Proficient in various trades, including painting, plumbing, carpentry, minor electrical work, patching, equipment repair, and pool maintenance. In addition, well-versed in computer applications such as Microsoft Teams, Word, Excel, PowerPoint, SharePoint, and Outlook, leveraging technology for efficient operations. Adept at graphic design using tools like Photoshop and other design software, combining technical and creative expertise to enhance project outcomes.
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EXPERIENCE
October 2023 to Present Supervisor IOA Park Services | Universal Parks And Resorts
March 2023 to October 2023 Manager IOA Park Services | Universal Parks And Resorts
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Manages daily operation of Park Services for Islands of Adventure
Works with the opening and closing Park Services Supervisors to ensure proper staffing levels are maintained. -
Responsible for department improvement in guest satisfaction, employee satisfaction, and financial measurements.
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Develops action plans around all areas to measure impact.
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Supports cleanliness and quality of assigned areas by walking the resort on a routine basis.
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Maintain positive relationships with other UO departments to act as a point of contact to ensure show standards are maintained.
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Supports operations in covering manager on duty shifts.
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Creates performance management standards and manages Supervisors by providing feedback on performance.
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Provides leadership guidance to the Supervisory team on how to handle, solve, and prevent situations involving guest and employee satisfaction.
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Provides support to the long-term planning of the Park Services department.
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Assists in the planning and execution of special events.
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Looks for ways to improve the overall effectiveness of the operation.
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Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training, and team member involvement activities
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All Supervisory responsibilities as outlined below
November 2022 to March 2023 Supervisor IOA Park Services | Universal Parks And Resorts
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Oversee the execution of TSAT initiatives, monthly Team Member meetings, safety meetings, and quarterly meetings with the Vice President of Resort Services
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Focus on Team Member performance and development by aligning scheduled training processes. Schedule Talent Development classes as needed for all relief and status leads.
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Consistently hold weekly 1:1’s with each relief and status leads and Sr. Captains, providing recap to Assistant Manager and Manager.
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Create safety activities and incentives to ensure a year-over-year reduction in Team Member injuries.
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Help manage labor hours by ensuring all variances are communicated and justified on the LHDR and to the Management Team and by referring to the daily labor flash report.
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Assist Team Members and Management with the monthly building inspections to increase accountability and cleanliness expectations by a grading scale of 85% or higher.
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Partner with our internal guests and Day Counterparts to identify and resolve critical factors that may hinder guest service.
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Identify areas to implement for labor-saving initiatives.
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Oversee the Park Service Team Members responsible for cleaning IOA restaurants and attractions.
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Plan and execute utility and maintenance projects throughout the Islands of IOA.
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Guidance, direction, and written performance evaluations for Team Members directly assigned to self.
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Support peers in supervisory roles to achieve their personal goals and business goals.
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August 2021 to November 2022 Supervisor BOH Park Services | Universal Parks And Resorts
January 2020 to August 2021 | Supervisor Volcano Bay Park Services | Universal Orlando | Orlando, FL
April 2018 to January 2020 | Supervisor IOA Park Services | Universal Orlando | Orlando, FL
November 2016 to April 2018 | Supervisor CityWalk Park Services | Universal Orlando | Orlando FL
April 2016 to November 2016 | SAE Supervisor CityWalk Park Services | Universal Orlando | Orlando, FL
January 2015 to April 2016 | Lead Specialist – Floors, Restaurants, Clubs | Universal Orlando | Orlando, FL
June 2014 to January 2015 | Park Service Attendant | Universal Orlando | Orlando, FL
July 2013 to November 2017 | Maintenance Technician | Roper YMCA | Winter Garden, FL
July 2013 to November 2013 | Facilities Technician | Walt Disney | Lake Buena Vista, FL
April 2012 to June 2013 | Janitorial Facility Supervisor | DTZ – UGL Company | Menomonee Falls, WI
May 2007 to April 2012 | Janitorial Facility Supervisor | M&I Bank | Milwaukee, WI
February 2004 to January 2007 | Facility Service Administrator | Skyway Airlines | Milwaukee, WI
August 2002 to May 2007 | Head Custodian | YMCA of Metro Milwaukee | Greenfield, WI
August 1999 to August 2002 | Printing Supervisor | OfficeMax | Brookfield, WI
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UO ACCOMPLISHMENTS
Situational Leadership II June 12, 2018
Development Leadership Talent Graduate (DLT) Round 15, April 16, 2016.
Increased the TSAT results by 11% from 2020-2021 at Volcano Bay through the best practices led by myself, Jaime H., and Carlos F.
Supported BOH development
Training and mentoring of new supervisors
Recycling processing for BOH admin buildings
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PROJECTS CREATED
Specialist Course Development Sessions
Digital Sand Dollar Recognition
Instructional Videos for Utilities
Lead Observation Templates
Reach Your Goals Guide for Specialist
Journey to becoming A Better Leader Course
“Green” Inventory and Maintenance Tracker for Utility Machines
ACTS Class for Team Members
Lead Development Series Classes
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CERTIFICATES – CLASSES TAKEN (For more classes taken please review Continued Education)
Getting Promoted By Todd Dewett
Effective Listening By Tatiana Kolovou and Brenda Bailey
Be a Better Manager by Motivating Your Team By Big Think
Leadership Stories: 5-Minute Lessons in Leading People By Paul A. Smith
Humble Leadership: The Power of Relationships, Openness, and Trust By getAbstract
Leadership Fundamentals By Elizabeth Lotardo and Lisa Earle Mcleod
Coaching Employees through Difficult Situations By Elizabeth Lotardo and Lisa Earle Mcleod
Coaching Skills for Leaders and Managers By Sara Canaday
Communicating with Empathy By Sharon Steed
How to Succeed in an Internal Job Interview By Jena Viviano
Bill George on Self-Awareness, Authenticity, and Leadership By Bill George
Ways to Build a Winning Team: Trust, Freedom, and Play By Big Think
Critical Thinking By Mike Figliuolo
Management Tips By Todd Dewett
Communication within Teams By Daisy Lovelace
Being a Good Mentor By Ellen Ensher
Creating the Conditions for Others to Thrive BY Anne Morriss
Practicing Fairness as a Manager By Catherine Mattice Zundel
Leading with Emotional Intelligence By Britt Andreatta
Inclusive Leadership By Dr. Shirley Davis
Leadership Foundations: Leadership Styles and Models By Alexander Lyon
Leadership: Practical Skills By Chris Croft
Motivating and Engaging Employees By Roberta Matuson
Professional Networking By Dorie Clark
Building Your Team By Izzy Gesell
Interview Master Class By Careercake
Lead Like A Boss By Todd Dewett
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