Dorian DePauli
Summary
Results-driven professional with 7+ years of experience in the travel, hospitality, and customer service industries, including high-volume call center and sales environments. Adept at handling complex client needs, coordinating travel logistics, and resolving issues under pressure with precision and professionalism. Known for exceptional attention to detail, cross-functional communication, and the ability to thrive in fast-paced, high-stakes settings. Passionate about delivering excellent service and driving customer satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
Railbookers
Chicago, IL
08.2025 - Current
- Collaborated with cross-functional teams to improve response times and streamline support processes.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
Tour Specialist
Vacations By Rail
01.2024 - 07.2025
- Assist clients in planning customized rail vacations by leveraging in-depth knowledge of destinations, itineraries, and company travel products.
- Communicate clearly with clients regarding travel expectations, booking procedures, and itinerary details to ensure a smooth planning process.
- Deliver timely support and creative solutions for in-transit travel issues, ensuring a positive customer experience throughout their journey.
- Collaborate cross-functionally with sales, operations, and customer service teams within the travel industry to ensure seamless delivery of travel services.
Operations Coordinator
Vacations by Rail
01.2022 - 01.2024
- Coordinated all logistical aspects of travel itineraries by booking hotels, rail services, excursions, and transfers through a network of global suppliers.
- Collaborated closely with suppliers and the sales team to manage itinerary changes due to availability or client customization requests, ensuring seamless communication and customer satisfaction.
- Ensured all bookings adhered to contracted rates and met the company's quality standards, maintaining consistency and service excellence.
- Managed the timely distribution of confirmations and detailed travel documentation to clients, enhancing the overall travel experience.
- Developed deep expertise in company systems, becoming a go-to resource for internal software support and training across departments.
Shift Lead
Dollop Coffee
01.2018 - 01.2022
- Managed communication with delivery services to ensure consistent inventory and product availability.
- Resolved customer escalations with professionalism and empathy, ensuring satisfaction and promoting repeat business.
- Fostered a positive, inclusive, and safe work environment for both employees and customers.
- Held accountability for end-of-day procedures, including closing the register, reconciling cash, and securing funds in accordance with company policy.
Education
High School -
Mehlville High School
01-2018
Skills
- Problem-solving
- Data entry
- Call center experience
- Conflict resolution
- Product knowledge
- Customer response
- Time management
- Multitasking and organization
Timeline
Customer Support Specialist
Railbookers
08.2025 - Current
Tour Specialist
Vacations By Rail
01.2024 - 07.2025
Operations Coordinator
Vacations by Rail
01.2022 - 01.2024
Shift Lead
Dollop Coffee
01.2018 - 01.2022
High School -
Mehlville High School