Diana Zemplinski
Midlothian,TX
Summary
Travel industry professional with over 15 years in operations, training, and customer support. Specializes in enhancing service delivery through effective training programs and cross-functional collaboration. Proficient in using travel technology and tools to streamline processes and improve user engagement.
Overview
20
20
years of professional experience
Work History
Senior Trainer
TRAVEL LEADERS NETWORK
10.2023 - Current
- Spearheaded the Corporate Travel Advisor Certification Program, enhancing curriculum and learning resources to strengthen advisor proficiency.
- Develop and deliver training programs supporting travel advisors and their effective use of travel products, tools, and operational resources.
- Served as resource for travel technology and booking tools, developed training for Air, Hotel, and Car booking platforms to enhance user engagement and operational effectiveness.
- Conducted training needs assessments to identify skill gaps and developed targeted solutions to address performance issues.
- Develop training materials and deliver presentations to large audiences using engaging, interactive approaches.
- Collaborated with internal stakeholders to create and implement training initiatives that aligned with organizational objectives.
- Develop and maintain an online training portal, providing employees with access to training resources across devices.
- Identify opportunities to improve learning resources, processes, and user experience through feedback and performance observations.
- Provide ongoing support to users by explaining processes, resolving questions, and helping translate travel tools and procedures into practical solutions.
Customer Service Specialist / Product Manager
NET EDGE SOLUTIONS / NET EDGE VR
05.2015 - 10.2023
- Served as a key point of contact for customer requests, following issues through to resolution and maintaining a strong customer-service focus.
- Provided first-rate support to internal and external customers, resolving product and service concerns to maximize satisfaction and support business success.
- Evaluated customer concerns and used critical thinking and decision-making skills to determine appropriate solutions.
- Built strong customer relationships through responsive service, product knowledge, problem solving, and follow-through.
- Guided customers and employees in understanding and utilizing technology products and applications effectively.
- Educated customers on virtual reality technologies, tailoring technical information to meet diverse audience needs.
- Reviewed recurring issues with operations and business management to identify problems and streamline processes for enhanced outcomes.
- Managed special projects requiring organization, prioritization, communication, and effective time management.
Senior Travel Coordinator
BUTLER AMERICA
06.2014 - 05.2015
- Coordinated domestic and international travel arrangements for groups and executives, including airfare, hotels, and car rentals.
- Utilized Amadeus and Sabre GDS platforms to manage travel reservations and support customer requirements.
- Managed multiple client requests and travel arrangements, ensuring accuracy and delivering exceptional service consistently.
- Maintained operational proficiency across multiple travel products and systems in a fast-paced environment.
- Served as primary contact for clients, addressing inquiries, resolving issues, and implementing effective solutions.
- Built loyal client base through attentive listening, thorough research, and proactive problem solving within travel budget constraints.
Reservations Supervisor / Training Specialist
QATAR AIRWAYS
Houston, USA
01.2007 - 06.2014
- Successfully launched a national reservations call center, contributing to the operational setup, framework development, recruitment, and training of the team.
- Trained more than 200 agents globally in reservations, international ticketing, customer service, and company policies.
- Created training materials and delivered programs that enhanced customer service quality and operational performance.
- Supervised ticket agent staff across U.S. ticket offices, ensuring operational efficiency and adherence to company standards.
- Assisted frontline teams in resolving reservation and ticketing issues while upholding company policies and service standards.
- Provided leadership and operational support in a complex international airline environment.
- Collaborated across functions to establish processes, prepare employees, and support successful implementation of new operations.
Education
Diploma -
Murry Bergtraum High School
New York CitySkills
- Training & Program Management
- Training Development
- Learning Facilitation
- Customer experience
- Sabre & Amadeus GDS
- Educational Technology
- Process Improvement
- Issue resolution
- Root-cause analysis
- Operational support
- Cross-Functional Collaboration
- Partner & Stakeholder Support
- Relationship Management
- Microsoft Office Suite
- Sabre & Amadeus GDS
Languages
- English, Native
- German, Intermediate
Timeline
Senior Trainer
TRAVEL LEADERS NETWORK
10.2023 - Current
Customer Service Specialist / Product Manager
NET EDGE SOLUTIONS / NET EDGE VR
05.2015 - 10.2023
Senior Travel Coordinator
BUTLER AMERICA
06.2014 - 05.2015
Reservations Supervisor / Training Specialist
QATAR AIRWAYS
01.2007 - 06.2014
Diploma -
Murry Bergtraum High School