James Duquette Email & Phone Number

Vietnam

Ho Chi Minh City, Vietnam

As Assistant Regional Manager I have a portfolio comprising three business. First and foremost, I am in charge of leading our Indochina business and ensuring that we deliver results and are tracking towards target. I provide guidance for our people and support to overcome challenges and put the focus on our targets. I also look after our Discova Active & Adventure business and have a separate team taking care of Operations and Sales & Reservations in this space. We are tasked with… Show more As Assistant Regional Manager I have a portfolio comprising three business. First and foremost, I am in charge of leading our Indochina business and ensuring that we deliver results and are tracking towards target. I provide guidance for our people and support to overcome challenges and put the focus on our targets. I also look after our Discova Active & Adventure business and have a separate team taking care of Operations and Sales & Reservations in this space. We are tasked with building out the product range and building and scaling the bike, hike, walk and trekking pipeline for Discova. I am also in charge of our newly formed Guide Experience department. We are focused on recruitment, retention and development of our guide pool. Our goal is to ensure that we are working with the best tour guides and that we are providing them a great place to work - through engagement, learning and development. Show less

Ho Chi Minh City, Vietnam

As General Manager of Grasshopper Adventures, I have the honor of calling myself General Grasshopper. I work with our department leaders to ensure that we achieve excellent results and hit our targets. I take ownership for the full experience that we provide our customers, from the presence that we have online and in print, to the guides and bikes we provide them on tours, and the relationship we build with them after they travel. I advocate for our brand within the broader Flight Centre Travel… Show more As General Manager of Grasshopper Adventures, I have the honor of calling myself General Grasshopper. I work with our department leaders to ensure that we achieve excellent results and hit our targets. I take ownership for the full experience that we provide our customers, from the presence that we have online and in print, to the guides and bikes we provide them on tours, and the relationship we build with them after they travel. I advocate for our brand within the broader Flight Centre Travel Group and work to leverage shared resources and opportunities. I engage with our people ("The Swarm") to ensure that Grasshopper Adventures is the best bike tour operator to work with - we are fun, we are exciting, and we are THE place to be. I ensure that our people have what they need need in order incredible adventures for our customers, but always keep an eye on our numbers. I ride our routes and ride the bikes and try to Escape, Explore and Connect with as many of our customers as possible. Show less

Ho Chi Minh City, Vietnam

Leading Grasshopper Adventures in a range of exciting projects spanning sales, reservations, product, and marketing. Making some transformational changes and ensuring that the best people are coming along for the ride. Spreadheading the effort to integrate with the broader Flight Centre Travel Group business while driving independence where logical. In charge of all things systems and on the look out for better ways of doing things. Currently on track to double pre-covid sales and very excited… Show more Leading Grasshopper Adventures in a range of exciting projects spanning sales, reservations, product, and marketing. Making some transformational changes and ensuring that the best people are coming along for the ride. Spreadheading the effort to integrate with the broader Flight Centre Travel Group business while driving independence where logical. In charge of all things systems and on the look out for better ways of doing things. Currently on track to double pre-covid sales and very excited about helping travellers explore the world on two wheels. Show less

Ho Chi Minh City, Vietnam

Implement robust processes to facilitate strong sales in in tailor-made FIT and ad-hoc groups segments; identify the One Best Way. Lead global team comprising two regions to achieve target. Rolled out a customized sales tracking workflow to help review and report on all sales activity including turnaround times, conversion rates, total opportunities, etc. Work with internal stakeholders to remove barriers to sale and ensure that all sales reps have the tools to achieve and maximize profit… Show more Implement robust processes to facilitate strong sales in in tailor-made FIT and ad-hoc groups segments; identify the One Best Way. Lead global team comprising two regions to achieve target. Rolled out a customized sales tracking workflow to help review and report on all sales activity including turnaround times, conversion rates, total opportunities, etc. Work with internal stakeholders to remove barriers to sale and ensure that all sales reps have the tools to achieve and maximize profit. Regularly review data to target areas for improvement and opportunities. Train and upskill a team scattered across six destinations to ensure that best practices and service expectations are being met. Show less

Ho Chi Minh City, Vietnam

Partner Experience: I lead our team of account managers. We look after a portfolio of Discova's top tier accounts in terms of existing business as well as those with the most growth potential. Accounts managed include GIT and FIT, across a variety of market segments and source markets. My job is to make sure that we are maintaining and growing our accounts, ensuring they have everything they need and that all services are up to expectation from the actual account management function down to the… Show more Partner Experience: I lead our team of account managers. We look after a portfolio of Discova's top tier accounts in terms of existing business as well as those with the most growth potential. Accounts managed include GIT and FIT, across a variety of market segments and source markets. My job is to make sure that we are maintaining and growing our accounts, ensuring they have everything they need and that all services are up to expectation from the actual account management function down to the guides we assign them. Branch Manager: I make sure that our office of about 20 people feel like a team. I try to make sure that everyone feels comfortable in the office and that we are connected to each other, as well as Discova teams across Vietnam and the region as a whole. Show less

Ho Chi Minh City, Vietnam

Improve and innovate the overall experience of customers and agent partners through the various touchpoints in their journey with Buffalo Tours. Lead a team of Account Managers and Customer Experience Officers across 11 destinations to accomplish the goal of turning every customer into a Buffalo Tours promoter. Drive continuous improvement and initiatives to deliver consistent products and services by providing meaningful and actionable insights from customer feedback. Drive improvement in the… Show more Improve and innovate the overall experience of customers and agent partners through the various touchpoints in their journey with Buffalo Tours. Lead a team of Account Managers and Customer Experience Officers across 11 destinations to accomplish the goal of turning every customer into a Buffalo Tours promoter. Drive continuous improvement and initiatives to deliver consistent products and services by providing meaningful and actionable insights from customer feedback. Drive improvement in the guide and driver pool, and create meaningful framework for teams to recognize and incentivize strong performance. Report regularly on the situation on the ground to key agents, and actively work to resolve major crises as they arise. Show less

Ho Chi Minh City

Coordinate a team of full-time Client Experience Officers or dedicated support staff across all Buffalo Tours' destinations to ensure that client experience standards are meeting expectations. Design standards and processes for front-line staff in order to offer a consistent experience across all countries. Observe tours & services and analyze feedback received from all channels (direct, online reviews, ad-hoc comments, etc.) and identify opportunities for improvement . Assess the abilities and… Show more Coordinate a team of full-time Client Experience Officers or dedicated support staff across all Buffalo Tours' destinations to ensure that client experience standards are meeting expectations. Design standards and processes for front-line staff in order to offer a consistent experience across all countries. Observe tours & services and analyze feedback received from all channels (direct, online reviews, ad-hoc comments, etc.) and identify opportunities for improvement . Assess the abilities and strengths of service staff.- Key responsibility for B2B customer service, including handling all post-tour complaints or feedback and addressing any issues in a satisfactory way to travel wholesalers. This responsibility includes sending regular reports to key Buffalo Tours' accounts on satisfaction among travel wholesaler clients. - Working regularly with staff in all of Buffalo Tours' 11 destination countries requires an exceptionally strong aptitude for communication. Show less

Mokolo, En, Cameroon & Ndop, Nwr, Cameroon

Trained the administrators of a microfinance institution on new business practices and how to use technology in the workplace. Participated in regular credit committee meetings, and provided assessments of credit applications. Assisted an agro-business NGO to promote community awareness of honeybees and the income opportunities they present. Organized a training seminar emphasizing marketing and accounting skills appropriate for farmers and craftsmen. Conducted a continuous series of HIV/AIDS… Show more Trained the administrators of a microfinance institution on new business practices and how to use technology in the workplace. Participated in regular credit committee meetings, and provided assessments of credit applications. Assisted an agro-business NGO to promote community awareness of honeybees and the income opportunities they present. Organized a training seminar emphasizing marketing and accounting skills appropriate for farmers and craftsmen. Conducted a continuous series of HIV/AIDS awareness events in secondary schools and the Mokolo prison. - Diversity Committee Co-President: I ran training sessions for all incoming Peace Corps trainees and their counterparts, and lead sensitization sessions for Peace Corps staff. I developed the program and designed sessions for the committee’s first Diversity Forum. Show less

Orange County, California Area

Handled incoming communications from clients, made reservations, and ensured vehicles and drivers were efficiently scheduled. Worked as a driver on the roster on an as-needed basis throughout Southern California. Established a basic online identity and improved visibility and accessibility to the company. Assisted with the company’s adoption of new transportation technologies designed to improve efficiency & accountability, and increase opportunity.

Orange County, California Area

Volunteer at blood drives throughout the Southern California region. Registered donors, recorded basic information, and verified that they met certain essential criteria for blood donation.

Orange County, California Area

Served as the go-to person for a fast-paced team within the firm. Assisted with word processing and data entry, and was responsible for classification, storage and retrieval of this information. Revised the team’s filing system to improve ease and speed of access.

Master’S Degree, International Business And Emerging Markets, 2:1 Honours

Activities and Societies: Class Representative; Vice President of Cocktail Society Coursework focus on marketing, services management.

Bachelor’S Degree, History And Political Science, 3.63 Gpa

Activities and Societies: French Conversation Club; Academic Merit Recipient

Political Science & International Relations

Activities and Societies: Département d'Etudes de Français Langue Etrangère Primary modules included: Political History of Sub-Saharan.