Dagmara Szkudłapska Ferreira

Tour designer, Administrator, Business Analyst, Tour Guide, Business Owner

Tour designer, creating personalized travel programs based in Brazil for small groups such as families and friends and organized groups up to 60 people, considering different customers’ needs by effective listening and communication.

Group leader, including walking tours and van or bus groups, fulfilling the daily itinerary and implementing last minute modifications accordingly to chaotic environment of Rio de Janeiro.

Implementing experience tourism in travel programs in order to expand the company’s offer, discovering talents, points of interests and adjusting them to the specific group requirements.

Contracting vendors and maintaining positive relationships with them to guarantee the commitment and high standards of the provided service.

Creating business customers net which allowed me to increase my company profits approximately 125% each year.

Data controller, taking actions based on created excel spreadsheets with groups’ income/outcome estimates and summaries.

Hosting VIP guests such as Janet Evans, Gold Olympian/Vice Chairman in LA2024 Bid Committee during The Olympic Games Rio de Janeiro 2016.

Fulfilling duties of an agent for 1 year when promoted for a shift leader position of a 10-member team.

Monitoring and handling issues affecting customers from UK and Ireland before and during their travel such as overbooking, system failures, and airport/airline staff strikes.

Preparing work assignment on weekly basis, making sure that all 7 days of the week have proper staff coverage to handle the workload.

Leading team meetings, including preparation of Power Point presentations.

Controlling workload and PACC team members work quality on daily basis by using controlling systems as Avaya Phone System.

Conducting quality checks for PACC team members on monthly basis to maintain high quality of provided service.

Providing training for new members based on self-prepared materials, usually training for 1 up to 5 employees at the time.

Handling customers’ escalations from PACC team members.

Created check lists, instruction boards, manuals based on company policy

Resolving customers’ escalations from social media, escalations received by CEO while being back up team during weekends and holidays.

Participating in flights, hotels and lifestyle products incidents affecting huge number of booking: 100-1000 cases at a time.

Consistently providing for my team an example of customer care excellence by being at the top from team’s quality ranking, have got recognized as the employee/hero of the month in July 2013.

Temporary contract for project fulfillment in the wholesale fuels & lubricants department.

Processing wholesale fuels & lubricants orders in the CRM SAP.

Helping customers to understand and use new self-service programs in order to reduce the human service required during purchase placing process.

Handling complaints from individual clients and wholesalers, providing solutions with assistance of the technical department.

Helping customers with financial documentations: sending invoices and account settlements and explaining account settlements details when required.

Fulfilling duties of receptionist for 8 months when promoted for position of reservation agent.

Providing the highest standard of service to guests based on “Yes I can” rule, received recognition of employee of the month in August 2009

Wining over, contracting and handling leisure groups to pump up the company overall income.

Management of hotel availability through PMS Opera and extranet, such as booking.com, Expedia, based on the rule “Best available rate on the hotel’s website” and Revenue Manager instructions.

Handling hotel overbooking, providing satisfying solution for the customers without the hotel suffering significant income loss.

Prepayments controlling so the master account of the group closes up at the check out.

Pulling statistic reports from the system for revenue manager.

Building and maintaining positive relations with hotel’s business partners such as travel agencies, hotels helping with guests relocation.

Temporary Summer Contract

1 year contract.
Food and Beverage Assistant - June 2002 – February 2003
Housekeeping Assistant - March 2002 – May 2002

Experience: providing friendly standard of service to guests, running shifts by myself, keeping abreast of situation at the hotel: ability and occupancy, cash handling, individual reservations handling.