1. 2502 Live Oak St #334
Dallas, TX 75204
469-878-9086
mawagner61@sbcglobal.net
Mark Allan Wagner
Objective To build upon my successes in project management, customer management, and
training and leadership development within the corporate travel industry by
creatively utilizing my international travel background and acquired leadership
behaviours to guide, educate, manage, and coach others who share the same
passions as I do.
Experience March 2012 – Present BCD Travel Dallas, TX
Senior Manager, Offshore Development, MSC Network
· Implemented new internal customer business to the Costa Rica and
India locations functioning as the project manager or subject matter
expert and lead in milestone completion – including Apple, Deloitte,
Tbiz, and EMEA CTSS/T24.
· Partnered with Director of Offshore Development to create an internal
department standard operation procedure and statement of work
documents for the MSC Network
· Provided guidance and leadership in integrating BCD Travel’s global
Branding Project and Tone of Voice to the MSC Network leadership
teams.
· Established key customer relationships and on-going operational
dialogue with select MSC Costa Rica Customers including EMEA
CTS, ATS, SA, Apple Global and MSC India EMEA CTSS, TIDE,
Global HR, EMEA BTA and Tbiz processes and accounts.
· Guided MSC operational leadership in staffing questions, training
opportunities, and positive customer experience relationships with
internal customer
· Analyzed KPI metrics for internal MSC processes that helped guide
operational performance towards meeting and exceeding contracted
service levels.
· Aligned closely with Performance Solutions and Strategic Operations
in the Americas and acted as a knowledge bridge and consultant for
India cultural variances.
· Assisted re-aligned Global BTA Leadership group in mapping out
basic managerial competencies with the LEAD program courses.
· Expanded the LEADership Fundamentals program to the MSC Costa
Rica with our first test group of selected future leaders and graduated 6
candidates who completed the program.
· Participated in the initial integration of the HTM partnership between
BCD Travel and Etihad Airways including training and process
mapping of Abu Dhabi accounts.
August 2007 – Present BCD Travel Dallas, TX
Training Manager, Strategic Operations
· Partnered with the Senior Director of S.O. to develop the framework
and carry out the vision of the MSC Bangalore for BCD Travel.
· Empowered to reach across Human Resources, Operations, and

2. Training to help establish a solid employee base for the organization.
· 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 process training and during
the transition to production.
· Implemented measurements for training effectiveness in the form of
post training surveys and trainer culpabilities to the scores received.
These surveys became part of the trainer’s performance standards used
in yearly reviews.
· 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.
· Interviewed, recommended managed, coached, and mentored the
training staff at the MSC Bangalore that included as many as 7 trainer
and senior trainer members.
· Structured the standard BCD Travel Service POINT 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 for the
Global Certification program’s Apple Service Excellence workshop.
· Carried the catalyst leader methodology to the MSC Bangalore by
enacting the Leadership Management LEAD Program for the
organization. The Essentials of Leadership Phases I and II were
successfully completed by over 30 members of the management team,
training team, Finance, Administration and Enterprise Development.
· Recognized the need for talent management succession at the MSC
Bangalore and using the Stepping Up to LEAD program from BCD
Travel Americas, conceptualized, designed, and implemented the
LEADership Fundamentals Management Preparation Program for
Emerging Leaders. This coaching for success initiative allows selected
non-management employees the ability to learn vital success
behaviours for becoming catalyst leaders, coaches, and mentors and
introduces the participants to the Seven Leadership Imperatives.
· Teamed with Operations and HR Management in developing policies,
protocols, and standards using best practice sharing methods aligned
with BCD Travel Focus5 goals.
October 2005 – August 2007 Travelocity Business Southlake, TX
Senior 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

3. corporate consultant.
· Provided dedicated account implementation training and support for
project management for the Lockheed Martin corporate account
representing $240 million in travel revenue.
· Guided the creation and structure of the Account Certification Testing
programming with the constructive input of Operations and Account
Management.
· Supported the development of a standardized e-learning opportunity
and document repository options.
· Successfully mentored additional trainers to our department by
providing guidance and coaching to better develop their experiences
and skills as trainers in the corporate travel environment.
· Provided Sabre GetThere Administrative Training to travel consultants
including Navigational Support.
1996-1999 / 2001-2005 WorldTravel BTI Dallas, TX
Training 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 division for expansion
into new call centers in Portland, OR. USA
· 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.
· Crafted a nine-week corporate travel program that encompassed all
aspects of the US travel industry, the corporate travel environment and
Siemens account specific requirements and facilitated this program in
India adapting the program to the cultural variances required for
success
· Lead training coordinator and specialist for opening off-shore office in
Bangalore, India in July 2004 through May 2005 employing a staff of
50 local professionals with minimal travel background.
International/VIP Travel Consultant 1996-1999
· Provided travel assistance and coordinated all international travel
arrangements for the Senior Partners and Managers of Arthur
Andersen/Andersen Consulting.
· Calculated international fares based on IATA guidelines for travelers
with routing and ticketing alternatives for cost savings effectiveness.

4. 1999-2001 Legend Airlines Dallas, TX
Customer Care Trainer
· Created training curriculum to meet the needs of this new vision airline
for its customer contact representatives including basic travel
knowledge and US airline industry standards.
· Successfully facilitated the first three training classes of new hires and
inducting them into the airline’s family of employees.
· Provided management support of the customer contact call center that
employed up to forty consultants.
1995-1996 Maritz Travel Dallas, TX
Travel Consultant – VIP Consultant
· Specialized in corporate travel support for a variety of smaller clients.
· Selected to provide dedicated travel consulting for upper management
of NCH Corporation and SGS Thomson LLP.
1986-1995 American Airlines Ft. Worth, TX
Telephone Sales Representative / Trainer -1986-1990
· Domestic and International Telephone Sales as well as Tour Desk
consultant and agent help desk support using American Airlines
training guidelines on the Sabre GDS System in both the Dallas and
Frankfurt, Germany call centers.
· Chosen to develop and facilitate international travel course for call
center employees.
· Translated training documents into German for the AA Cargo
department and coordinated basic cargo training courses for new
employees at the AA Learning Center
Airport Passenger Service Agent / Trainer – 1990-1995
· International ticketing agent at DFW International airport providing
exceptional customer service.
· International and domestic gate agent responsible for operational
success at DFW for aircraft passenger guidance and assistance
· Created an international ticket agent training course and coordinated
facilitation of this course with Passenger Service management.
Education 1983-1985 University of Texas/Arlington Arlington,TX
M.A. Humanities – German and Rhetoric
1979-1983 Central College Pella, IA
B.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

5. 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

6. 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