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2502 Live Oak St #334Dallas, TX 75204
Mark Allan Wagner
Summary A Training and Corporate Travel Professional with over 25 years of experience in the airline and corporate travel management industries with a proven track record in skills training, building customer relationships, cross-cultural learning, and leadership development. My experiences and strengths lie mostly in the areas of:
Facilitation Skills, Workplace Behavior Analysis, Implementation and Project Management, Operational Training and Needs Assessment; Performance and Training Effectiveness Measurements
Experience May 2015 – Present BCD Travel San Antonio and Dallas, TXOperations Supervisor, Tbiz
● Lead a team of 17 virtual travel consultants responsible for fulfilling travel requests for Tbiz customers during ‘noncore’ business hours - nights, weekends, and holidays.
● Responsible to ensure each individual team member performs at or above assigned metrics for call handle time, quality monitoring, adherence to assigned schedules, error and payout ratios, and training commitments and value added services.
● Partner with BCD Travel Workforce Management to ensure staffing levels are in place for forecasted call volume during shifts;
● Support, coach, and manage team members to enable them to function as a viable virtual team
● Provide senior operations leadership with feedback on process improvements to maintain a consistently high performing team.
March 2012 – December 2014 BCD Travel Dallas, TXSenior Manager, Offshore Development, Strategic Operations
● Implemented new internal customer business to the Costa Rica and India multinational service center locations functioning as the project manager or subject matter expert and lead in milestone completion – including individual clients and regional Centralized Ticketing and Support Services and T24 Ticketing business units
● Partnered with Director of Offshore Development to create an internal department standard operation procedure and statement of work.
● Provided guidance and leadership in integrating BCD Travel’s global Branding Project and Tone of Voice to local leadership teams.
● Established key customer relationships and on-going operational dialogue with select global clients and regional internal customers.
● Guided operational leadership in staffing questions, training opportunities, and positive customer experience relationships.
● Analyzed KPI metrics for internal MSC processes that helped guide operational performance towards contracted service levels.
● Assisted the re-aligned global learning leadership group in mapping out basic managerial competencies..
● Expanded the LEADership Fundamentals program to the Costa Rica location and graduated 6 candidates who completed the program.
● Participated in the initial integration of the HTM partnership between BCD Travel and Etihad Airways.
August 2007 – March 2012 BCD Travel Dallas, TXTraining Manager, Strategic Operations
● Researched, designed, and implemented a base-line “fundamentals” training curricula for the MSC Bangalore that would provide new employees a solid foundation in the field of corporate travel management from a global perspective.
● Established a strategic training master plan for all process implementations that bridged the home office training standards to the MSC Bangalore to ensure a seamless transition. This included success measurements for all employees during the training life cycle.
● Implemented measurements for training effectiveness in the form of post training surveys that became part of the trainer’s performance review.
● Consulted with the project manager of all implementations with respect to training requirements, standards, collateral, training methods, process flows and applicable training needs for the MSC Bangalore.
● Selected, managed, and coached the training staff at the MSC Bangalore
● Structured the standard customer service workshop program to meet the needs of the international consultant audience for the After Hours team of the MSC Bangalore, the BCD Travel Malaysia Partner, and BCD Travel Singapore along with providing direct developmental feedback with the Apple Travel Coordinator their global learning program.
● Carried the catalyst leader methodology to the MSC Bangalore by enacting the Leadership Management LEAD Program for the organization. The program was successfully completed by over 30 members of the local management team.
● Recognized the need for talent management succession at the MSC Bangalore and using existing program material. conceptualized, designed, and implemented the LEADership Fundamentals Management Preparation Program for Emerging Leaders.
October 2005 – August 2007 Travelocity Business Southlake, TXSenior Trainer
● Organized, developed, and implemented the corporate agency call center’s new hire training program for Dallas and San Antonio incorporating the specific front-, mid-, and back-office technologies as well as soft skills customer service, and account specific standard procedures.
● Crafted the Travel Consultant Basics Training course – an eight to ten week program to completely develop the travel industry skills in individuals new to the field.
● Created and enhanced the corporate International Training Program
in addition to a recurrent training program for the Travelocity Business corporate consultant.
● Provided dedicated account implementation training and support for the $240 million Lockheed Martin corporate account.
● Guided the creation and structure of the Account Certification Testing programming with the constructive input of Operations and Account Management.
● Provided Sabre GetThere Administrative Training to travel consultants including Navigational Support.
1996-1999 / 2001-2005 WorldTravel BTI Dallas, TXTraining Specialist 1999/2001-2005
● Responsible for New Hire/Learning and Development/International Consultant Training and curriculum content and delivery to both existing and new account implementations and for providing training assistance to the Corporate Fulfillment Services.
● Dedicated Trainer for Siemens USA account – Created learning opportunities for over 100 travel consultants on the account mandated from operational management while coordinating management requested analysis of agent successes and opportunities to excel
1999-2001 Legend Airlines Dallas, TXCustomer Care Trainer
1995-1996 Maritz Travel Dallas, TXTravel Consultant – VIP Consultant
1986-1995 American Airlines Ft. Worth, TXTelephone Sales Representative / Trainer -1986-1990Airport Passenger Service Agent / Trainer – 1990-1995
Education 1983-1985 University of Texas/Arlington Arlington,TXM.A. Humanities – German and Rhetoric
1979-1983 Central College Pella, IAB.A. German and History
1980-1981 University of Vienna, Vienna Austria
Interests Classical Music, Art History, Reading, Cultural Awareness Training, International Travel, Leadership Training, DISC Work Behaviours, Asia-Indian Culture
Certifications Development Dimensions International /DDI/● Certified Facilitator for DDI leadership development coursework –
2008
Thomas International● Certified Facilitator for Thomas DISC Analysis and Facilitation –
2008
Topaz International● International IATA Fare Construction Agent Certification
2002
Technology Skills Travel Technology including the Sabre GDS – Professional and Turbo Sabre, Technology Software from TRX - CORREX, GDSX COMPLEAT, Sabre Mid-and Back Office technologies; Sabre GetThere Online Booking Resources Tool; MS Office products including Word, Power Point, and Excel; Basic working knowledge of Adobe and Captivate
