Vice President - Walt Disney World Travel Operations Disney Destinations
Bob is currently the Vice President of Travel Operations for Disney Destinations, LLC. His responsibilities include operation of the Disney Reservation Centers in Orlando and Tampa and Product Development for the Walt Disney Travel Company. The Disney Reservation Center supports Guest contacts throughout North America and the U.K for visiting Walt Disney World’s Parks and Resorts. Bob is also on the National Board of Directors for the American Teleservices Association.
Prior to joining Disney in January of 2005, Bob was the Director of Call Center Operations and General Manager of the Telesales line of business for Expedia.com. He managed Expedia’s company-owned call centers in Las Vegas and Tacoma as well as managing various outsourcing relationships that supported the Telesales business. As the General Manger of Telesales, he grew the business from proof-of-concept to close to $750 million in bookings within three years. The success of this initiative was to identify which customer contacts and purchases were best suited for the website and which were best suited for human interaction. It also served as a model for combining insourcing versus outsourcing and onshore versus offshore design.
Bob spent most of the 1990’s working for Rosenbluth International, one of the world’s largest travel management companies, as Director of Global Operations. While at Rosenbluth, he built their IntelliCenter network from one call center in North Dakota to 12 centers linked through advanced technology, serving Rosenbluth customers worldwide. One of his most memorable experiences was opening a Pan-European IntelliCenter in Killarey, Ireland. This operation took calls from the U.K, France and Germany.
Bob also was responsible for starting up Rosenbluth’s outsourcing business that was eventually spun off as Upstream. This is where he gained his experience and passion for supporting sales and service for the internet marketplace by helping design successful models for supporting emerging e-commerce businesses.
Working at Disney now puts Bob in the position of being able to see how combining great technology, great people and a great product into Magical experiences for people from all cultures around the world.
Check out the incredible speaker line-up to see who will be joining Bob.