Ksenia Nikolaeva
Madrid
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
15
15
years of professional experience
Work History
Customer Manager
Azure Yacht Club
09.2021 - 09.2023
- Managed over 20 customer calls per day
- Increased sales by 20%
- Organized private yacht charters, group excursions, parties, corporate events etc
- Billing
- Contact with brokers and booking platforms - Built and maintained relationships with clients, crew and brokers
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
Yacht Steward/Assistant Manager
Luxury Time Charters
04.2018 - 12.2020
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Performed 4- 12 hours group tours around island
- Established private tours as birthdays parties, weddings and etc
- Increased sales tour over 20%
- Started and ran boat motor to verify operation prior to customer pick up.
- Followed safety guidelines for cleaning vehicles and equipment.
Tour Guide/ Transfer
Tez Tour
04.2015 - 11.2017
- Guided groups of up to 50 people on scheduled tours
- Communicated professionally with customers, answering questions and addressing concerns to boost satisfaction.
- Managed tour groups by keeping on schedule and quickly handling issues to promote positive experiences.
- Built personal relationships with guests to promote positive experiences.
Hostess Manager
Ibiza Beach Club
05.2013 - 10.2015
- Managed over 50 customer calls per day
- Interacted with guests to obtain positive or negative feedback and constructively apply information.
- Increased sales
- Monitored customer satisfaction through table touching, floor presence, focus groups and responding to customer inquiries.
- Participated on floor during service to set and monitor performance standards and rectify staff or guest issues.
- Achieved objectives in sales, costs, employee retention, food quality, cleanliness and sanitation to maintain guest satisfaction and high-quality customer service.
Model
OMC World Championship
01.2009 - 01.2012
- Performed shows
- Organised team trips
- Booked tickets and hotels
Education
High School Diploma -
Media Star TV School
Ukraine, Kyiv01.2022
Bachelor's degree -
Tiraspol International University/ Managment Oforganisation
Moldova, Tiraspol07.2017
High School Diploma -
Art School in The Name of A.F.Fojnitskij
Moldova, Tiraspol07.2009
Skills
- Marketing Initiatives
- Customer Feedback
- Corporate Travel
- Billing Procedures
- Administration and Reporting
- Guest Services
- Staff Support
- Meeting Support
- Scheduling and Coordinating
- Customer Complaint Management
- Managing Customer Relationships
Languages
Russian
Native language
Bulgarian
Advanced
C1
English
Advanced
C1
Spanish
Elementary
A2
Timeline
Customer Manager
Azure Yacht Club
09.2021 - 09.2023
Yacht Steward/Assistant Manager
Luxury Time Charters
04.2018 - 12.2020
Tour Guide/ Transfer
Tez Tour
04.2015 - 11.2017
Hostess Manager
Ibiza Beach Club
05.2013 - 10.2015
Model
OMC World Championship
01.2009 - 01.2012
High School Diploma -
Media Star TV School
Bachelor's degree -
Tiraspol International University/ Managment Oforganisation
High School Diploma -
Art School in The Name of A.F.Fojnitskij
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