Dominika Balcerzak
Sopot
Summary
Experienced Team builder and leader with over 14 years of experience in managing African destinations for Rainbow Tours. Excellent reputation for resolving problems and improving customer satisfaction.
Enthusiastic with proven interpersonal communication skills and solid history of success with customers, suppliers, local agents . Boosts sales and generates new revenue streams with prospecting and negotiation skills. Organization Advocate and Representative bringing strong background in customer service. First-line resource in identifying member needs, working to facilitate internal organization and offering solutions to workplace issues.
Overview
18
18
years of professional experience
Work History
Representative
MJ Henry's
Caric On Shanon
11.2020 - 12.2021
- Researched relevant resources to assist members, identified member representation needs, and troubleshot next steps to provide optimal support for member.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Identified prospect needs and developed appropriate responses along with information on suitable products and services.
Destination Manager
Rainbow Tours S.A.
Łódź
05.2008 - 04.2020
- Managed team of 25 employees, overseeing hiring, training, and professional growth of employees.
- Coached employees through day-to-day work and complex problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Improved operations through consistent hard work and dedication. Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Aided colleagues, managers and customers through regular communication and assistance.
- Developed revisions for systems and procedures by evaluating operational practices and identifying improvement opportunities.
- Discussed security issues and protocols with traveling groups to highly insecure areas such as Guinea Bissau and South Senegal.
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
Tour Leader
Rainbow Tours S.A.
Łódź
05.2006 - 05.2008
- Guided groups of up to 45 people on tours of Ethiopia, Senegal, Gambia, Guinea Bissau, Ghana, Togo, Georgia, Armenia, Jordan, Syria, Israel, Egypt .
- Researched information on sights to provide accurate, detailed tours.
- Provided information through narratives on various sites throughout visited areas, relaying little-known stories to provide interest.
- Researched and studied on topics that pertained to tour locations so that such information could be added to scripts.
- Built personal relationships with guests to promote positive experiences.
- Developed tour programming to enhance guest experiences.
- Trained apprentice guides to educate on information to present to tourists and travelers.
- Worked closely with management staff to create new and lucrative tours.
Hotel Representative in Egypt, Tour Leader
Triada Sp.zo.o.
Warszawa
09.2003 - 04.2006
- Adapted sales techniques to specific clients and promoted products based on individualized client needs.
- Served customers and followed outlined steps of service.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Answered questions, pointed out important features, and offered further details about special exhibits to educate visitors.
- Entertained tour guests with various local excursions offers
Education
Master Of Psychology - Psychology
SWPS University
Sopot01.2024
Master Degree - International Policy Analysis
Naval Academy
Gdynia07.2003
Bachelor Of Pedagogic - Social Pedagogic
GWSH
Gdańsk09.2001
Bachelor Of German Language - German Language For Teachers
University of Gdańsk
Gdańsk07.2000
Skills
- Problem solving strength
- Critical thinking
- Customer Relations
- Contract negotiations
- Staff Training
- Performance improvement
Languages
English
Upper intermediate (B2)
German
Upper intermediate (B2)
Russian
Elementary (A2)
Polish
Advanced (C1)
Timeline
Representative
MJ Henry's
11.2020 - 12.2021
Destination Manager
Rainbow Tours S.A.
05.2008 - 04.2020
Tour Leader
Rainbow Tours S.A.
05.2006 - 05.2008
Hotel Representative in Egypt, Tour Leader
Triada Sp.zo.o.
09.2003 - 04.2006
Master Of Psychology - Psychology
SWPS University
Master Degree - International Policy Analysis
Naval Academy
Bachelor Of Pedagogic - Social Pedagogic
GWSH
Bachelor Of German Language - German Language For Teachers
University of Gdańsk