Douglas Wagers
Cedar Rapids,IA
Summary
I have extensive experience working in the Travel/Hospitality Industry. I am Customer Service driven and thrive on Customer interactions. I am a friendly and positive employee who loves creating great travel experiences for clients. I deliver a consistent, positive, and fulfilling experience for all my customers.
Overview
13
13
years of professional experience
Work History
Travel Agent Support/Administrative Assistant/Remote
Europe Express/Travelopia
01.2023 - Current
- Provided prompt and professional Reservation amendments to Travel Advisors and Europe Express Reservation Agents
- Assisted in international calls to vendors, emailing changes and confirmations, and processing special product requests
- Supported clients while in destination and promoted travel insurance sales
Cruise Group Sales/Service Agent
Expedia Group Inc.
11.2011 - 11.2020
- Worked closely with Customers, and Cruise Group Leaders to create seamless and satisfying Cruise Group Travel for Groups from 8 to 600 passengers
- Sold and Supported Group Cruises for multiple Cruise Lines
- Sales exceeded $750,000 to $1 Million Dollars per year
- Covid Job Gap: Laid off due to Covid 19
- Las Vegas Expedia office was Closed permanently
- I moved to Iowa to take care of my elderly parent and worked for DoorDash delivery and Uber Eats in the interim
Cruise Tier 2 Corporate Escalation Agent
Expedia Group Inc.
11.2011 - 11.2020
- Worked closely and diligently with Cruise Customers and Vendors to troubleshoot, de-escalate, and resolve customer travel issues
- The position entailed First Call Resolution, Data Collection, Report Creation as well as Queue work
- Sold and Serviced Cruise Travel and Packages with each client specifically in mind
Education
Master of Science - Recreation and Tourism
Cal State University East Bay
Hayward, CABachelor of Science - Hospitality Management
Cal State University East Bay
Hayward, CAAssociate of Science - Culinary Arts
City College of San Francisco
San Francisco, CASkills
- Proficient in Sea Web platforms
- Polar Online platform expertise
- GoCCL
- NCL Travel Agent Portal
- RCCL Cruising Power
- Cruise Agent Tool (CAT)
- Proficient in Microsoft Office
- Word
- Excel
- PowerPoint
- Client relationship management
- Reservations management
- Office administration
- Service excellence
- Microsoft office
- Reservation software
- Skilled in CRM applications
- Travel research
Additional Technical Skills
- Proficient with Cruise Line tools such as Sea Web, Polar Online, GoCCL, NCL Travel Agent Portal, RCCL Cruising Power, Cruise Agent Tool (C.A.T.)
- Microsoft Office (Word, Excel, PowerPoint)
Timeline
Travel Agent Support/Administrative Assistant/Remote
Europe Express/Travelopia
01.2023 - Current
Cruise Group Sales/Service Agent
Expedia Group Inc.
11.2011 - 11.2020
Cruise Tier 2 Corporate Escalation Agent
Expedia Group Inc.
11.2011 - 11.2020
Bachelor of Science - Hospitality Management
Cal State University East Bay
Associate of Science - Culinary Arts
City College of San Francisco
Master of Science - Recreation and Tourism
Cal State University East Bay
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