KEVIN R. EHLERS1217 S. Willow Ln. kehlers@hotels.comSpringfield, MO 65804 Cell: (816) 896-0565

ACADEMIC PREPARATION

Missouri State University, Springfield, MO May 2007Bachelor of Science, Management with emphasis in Entertainment Management Minor, Spanish GPA: 3.47

WORK EXPERIENCE

Expedia, Springfield, MO June 2015 –PresentCredit Card Reconciliation Coordinator / AMEX Chargebacks Coordinator

EVC Lead Plus-Led the EVC Summer Temporary Team from classroom training to full implementation of our process on the floor over a four month period as interim supervisor.-Recovered $1.8 million from all bookings disputed team-wide-Responsible for interviewing, hiring, training, implementing process, and all other supervisory roles with the temporary team

EVC AMEX Chargebacks Team Lead-Developed new AMEX Chargebacks process and led the training of this process for the new AMEX chargebacks team.-Traveled to AMEX’s Salt Lake City office to meet and work directly with the AMEX leadership team, helping to develop a more efficient process for sending chargebacks to AMEX.EVC Disputes Team-Analyzed, researched, formulated plan of action, and corresponded with property for all disputes relating to Expedia Virtual Card charges from dispute creation to desired resolution.

Hotels.com, Springfield, MO September 2012 –June 2015Expert Plus Agent

Coupon and Promotions:-One of three agents selected to take over C&P dept. from Las Vegas office-Received and processed Goodwill Coupon (GWC) requests and issues for all of Hotels.com worldwide -Main contact for expedited GWC and Promo requests from Premium Customer Service, Tier 3, Email and Welcome Rewards agents. -Worked directly with Tom Nosche, Director, Internal Fraud, Hotels.com/Expedia on numerous projects after noticing fraudulent trends among agents issuing GWC’s. Our research led to the creation and implementation of the more efficient Goodwill Coupon fraud prevention process used today.-Created current Coupon and Promotions manual used to help train new hiresWelcome Rewards:-Assist Welcome Reward department with various issues-issues include adding missing reward nights, force redeeming and reactivating free nights, merging accountsHelp Account:-One of three agents at Hotels.com with the highest refund security clearance in the company-Research and process all refunds over Customer Service Agent limits-Final refund approver for all North American Centers-Collaborate with Tier 3 agents in resolving any high level corporate/legal escalations involving refunds

Hotels.com, Springfield, MO September 2010 – August 2012Telesales Agent

Additional Work Experience and References Available Upon Request

KEVIN R. EHLERS

-Handle and respond to a high volume of telephone inquiries to book travel reservations ADDITIONAL WORK EXPERIENCE

LemonDrop (Non-Profit), Springfield, MO January 2009 – May 2014Founder & Executive Director

-Oversaw all business aspects such as marketing, staffing, and fundraising for the non-profit music venue/art collective/makerspace-Act as face of the organization in all Chamber of Commerce meetings, community events, and fundraising opportunities-Established and maintained business structure comprised of three working spheres of Art, Music, and Community. Leading Directors and staff members to success that worked under each sphere

LemonDrop Records, Springfield, MO August 2007- December 2009Co-Owner

-Set up record label as an official business -Manage all business and financial aspects of the label-Act as head of Artists & Repertoire, which includes dealing with any and all concerns our artists may have-Interview and hire approximately 2-3 interns per year & supervise all interns and their activity-Write all content on the LemonDrop website from artist bios to album descriptions www.lemondrop.org

Sub Pop Records, Seattle, WA Summer 2006Publicity Intern

-Prepared and mailed promotional albums to various press sources from New York Times to Paste-Organized incoming press clippings and bios into creatively designed press kits-Created a new 20+ page intern manual for better training of future interns-First intern to attend the weekly all-staff meeting due to strong ideas and hard work shown throughout my internship

Stone Effects, Springfield, MO January 2004 – July 2007Assistant

-Assisted in creation of specialty concrete products from fireplace mantles to archways-Each job required complete team work from all three workers to ensure molds were created precisely, concrete was poured and colored correctly, and the final product was installed accurately to the original blueprint

-Required time management skills in order to create and install concrete designs by their deadline-Explained processes for creating any of our designs to prospective customers interested in possibly hiring stone effects for their next fireplace mantle, door archway, or any similar project

Select Photo-graphics, Liberty, MO May 2005 – August 2005Field Photographer

-Photographed numerous Little League World Series tournaments. -Oversaw and managed photo sales.-Interacted directly with parents, answering questions and explaining our process when needed-Categorized all photos in the office each morning, preparing the photo set for current day’s sales

KEVIN R. EHLERS

EXPEDIA AWARDS GPP Expy Winner, 3rd Place + GPP You’re Amazing Award Winner

Traveled to Salt Lake City to meet with AMEX Leadership. Developed a new AMEX disputes process based on our meetings and research gathered in Salt Lake. Created training material and implemented this training upon our return, leading to a more streamlined process more in line with the needs of both Expedia and AMEX.

COMMUNITY INVOLVEMENT

Member of Entertainment Management Association, Springfield, MO Fall 2003 – Spring 2007Active member on the leader’s boardVolunteered at Pollstar/CIC in Los Angeles, CAVolunteered at Super Bowl XLI in Miami, FLTicket taker at numerous events from concerts to sporting eventsOver 200 hours helping lead worship at New Life Church over the past 12 months

HONORS AND ACTIVITIES

National Society of Collegiate ScholarsSIFE: Students In Free Enterprise

IAAM Student Member: International Association of Assembly Managers

KEVIN R. EHLERS

CONTACT INFORMATION

Jesse Lima, GPP EVC Recovery/AMEX Chargebacks Supervisor, Expedia Inc., jeslima@hotels.com

Bill Crider, Manager II, GPP EVC Recovery, bcrider@hotels.com

Leslie Harshaw, Director, GPP Merchant Payment,, lharshaw@hotels.com

Tami O’Quinn, Global Account Manager, American Express, Tami.K.Oquinn@aexp.com