Lidia Kopka
Summary
Professional Management in Tourism
Dynamic and results-driven Sales and Business Development professional with over fifteen years of experience in the tourism industry, recognized for exceptional networking and management skills. Proven track record of driving sales growth and optimizing operations within prestigious organizations, consistently exceeding targets and fostering strong client relationships. A responsible leader adept at navigating challenges and delivering innovative solutions that enhance organizational success. Committed to leveraging expertise to contribute to a forward-thinking team focused on achieving ambitious goals.
Overview
19
19
years of professional experience
Work History
Customer Experience Manager - Service Destination
JoinUP!
05.2024 - Current
- Orchestrated and strengthened long-term strategic partnerships with Destination Management Companies (DMCs) worldwide, serving as the primary point of contact for international cooperation.
- Created and implemented comprehensive Service Level Agreements (SLAs) tailored to specific destinations to guarantee high-quality service delivery and operational consistency.
- Conducted regular reviews of partner performance against SLA benchmarks to ensure adherence to corporate standards and traveler satisfaction.
- Acted as a bridge between internal departments and global partners to resolve complex operational issues and optimize the workflow of international travel services.
- Managed high-stakes negotiations and resolved discrepancies in service delivery, maintaining positive and productive relationships with key global stakeholders.
- Led cross-functional teams to enhance customer service protocols and improve overall satisfaction ratings.
- Developed and implemented training programs focused on customer interaction techniques and conflict resolution strategies.
- Analyzed customer feedback trends to identify opportunities for service improvements and operational efficiencies.
- Oversaw the design and execution of initiatives aimed at enhancing customer engagement across multiple channels.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Managed the full-cycle recruitment process for the Operation Department, Onboarded new team members, ensuring a smooth transition and integration into the department’s workflow.
Tour Advisor for Individual & Groups
Travel Agency Sloneczna Przygoda & Coral Travel
10.2022 - 05.2024
- Developed strategic initiatives to enhance client engagement and satisfaction.
- Analyzed market trends to inform decision-making and drive business growth.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Mentored junior staff, fostering professional development and enhancing team performance.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Excellent verbal and written communication skills with customers , strong attention to detail and problem-solving abilities
- Proficiency in Microsoft Office and Travel Industry software: Merlinx, Bluevendo, CRM etc.
- Strong attention to detail and problem-solving abilities Built and maintained relationship with key clients and stakeholders to ensure customer satisfaction and retention.
- Managed the sales process from lead generation to contract closure.
Business Development Manager - Eastern Europe Market
Orient Tours UAE - Orient Group, Dubai
08.2018 - 03.2022
- Developing new business relationship for a new market from Central & Eastern Europe. Maintaining relationship with key clients and identifying new potential clients and arranging regular visits, identifying new business opportunities and accounts.
- Actively and successfully managing the sales process including lead generation, negotiation, pitch or answering the questions.
- Constantly gathering new market intelligence and trends, monitoring account performance and implementing new strategies to maximize profitability, monitoring competitors activities and actions.
- Effectively interacting with other departments, negotiating corporate agreements and coordinating sales distribution. Hiring and negotiating with new and current suppliers and contractors, designed event flyers, arranging promotional materials, preparing and selling offers for clients and build a strong relationship with partners and clients.
Supervisor of Guides
Coral Travel - Odeon Tours
05.2021 - 10.2021
- Management of over 30 people in Aegean Sea Region in Turkey.
- Verifying the standard of work and skills of the guides to provide better services and coordinating duties according customer bookings.
- Coordinating all services with the office: Operation Department, Guest Service Department, Account Department and established personal relationship with suppliers.
- Trained and mentored team members, fostering a culture of continuous improvement and collaboration.
- Implemented process enhancements to optimize workflow efficiency and service delivery.
- Coordinated scheduling and resource allocation to meet customer demand effectively.
- Analyzed performance metrics to identify areas for operational improvement and staff development.
- Developed training programs that improved employee onboarding and skill acquisition.
- Led team meetings to align goals, share updates, and address operational challenges proactively.
- Mentored team members to enhance productivity and foster skill development.
- Supervised daily operations to ensure compliance with safety standards and procedures.
Sales, Marketing, & MICE Executive
ODEON TOURS Inbound UAE
01.2017 - 01.2018
- Organizing and handling all activities related to MICE - Groups business: info tours programs, business weekends, excursions and special requirements requested by tour operators from (CIS countries, Poland, German).
- Manage operational functions and logistics to ensure that projects are delivered efficiently and in addition to working with accounting department on finalizing any accounting issues related to operations.
- Responsible for group's operations upon arrival till departure and follow up steps with the concerned parties (meet&assist at the airport, transfers R/T, check-in process and any extra services required).
- Developed and negotiated service contracts with partners to arrive at mutually agreeable, cost-saving solutions while organizing all other vendor arrangements; monitor and track budget, registration and housing for all internal sales and marketing events.
- Analyzed market trends to inform product development and positioning strategies for inbound tourism.
Tour Leader & Sales Representative (Polish Market)
ODEON TOURS UAE
10.2015 - 10.2017
- Creating brochures for Polish Market with necessary information about the region and provided presentations to building the brand and preparing sales-relative documents (flyers, advertising articles).
- Coordinated and handling customer relations and tour packages providing tour selection according to wishes of clients, scheduling all activities for guests, providing individual and group excursions, solve unexpected problems.
- Increased revenue by designing and utilizing selling techniques to connect with customers, negotiate prices, terms of sales, responsible for monitoring sales, setting daily goals.
- Professionally given highly informational speeches to the clients to achieve and exceed specific sales goals established the sales territory.
- Handling Operation Department for Polish Market, planning info-meetings, planing and coordinating excursions for customers, verification of reservations. Liaising with travel partners, including suppliers to manage booking and schedules, according the wishes of clients. Responsible for the services booking; Marhaba Services, Ahlan Services, Hala Service
- Coordinated logistics for seamless travel itineraries, ensuring timely departures and optimal routing.
Tour Leader & Representative / Summer Seasons
CORAL TRAVEL - ODEON TOURS
01.2007 - 01.2015
- Manage and assist with necessary and fulfill the needs and desires of customers during services such as: greet&meet at airport, speech during R/T transfer, info meeting at a hotel, audio-visual presentations - selling excursions, leading a historical tours, provided advice to travelers regarding specific regions and optional tours depending on their requests.
- Achieving high performance in sales and exceeded targets in Turkey. Provided excellent customer service to represent the company, giving public speeches in the presence of over 200 people.
- Learned and researched information on the history regions and attractive places to gain knowledge about country history, local culture, traditions as well as other facts about Turkey.
- Led and coordinated Annual Summit for the group of VIP clients "The Best Agent of the year" season "2008 - 2014".
- Led diverse groups on guided tours, ensuring exceptional customer experiences and safety compliance.
Tour Leader & Sales Representative
CORAL TRAVEL– MTS GLOBE - Morocco
10.2013 - 04.2014
- Led diverse groups on cultural and adventure tours across Morocco, enhancing guest experiences through local insights.
- Developed and implemented itineraries tailored to client preferences, ensuring memorable travel experiences.
- Managed on-site problem resolution to maintain smooth tour operations and uphold company reputation.
Tour Leader & Sales Representative
CORAL TRAVEL - ODEON TOURS
10.2010 - 02.2011
Education
Diploma - Communication and Promotion in Business
Economy University in Poznan, Department of Management
Poznan, Poland01.2011
Master’s Degree - Tourism and Recreation
AM University in Poznan
Poznan, Poland01.2006
Skills
- Management Skill
- Communication & interpersonal Skills
- Team Leadership
- Strong Presentation Skills
- Problem Solving & Challenges
- Customer Service
- Relationship Management
- Work Under Pressure
- Independent & Proactive
- Negotiation Skill
- High Level IT
- Professional Organization
- Time Management & Multitasking
- Decision Making
- Skill
LANGUAGES
Polish - Native or Bilingual Proficiency
English - Full Professional Proficiency
Russian - Professional Working Proficiency
Turkish - Limited Working Proficiency
German - Limited Working Proficiency
Timeline
Customer Experience Manager - Service Destination
JoinUP!
05.2024 - Current
Tour Advisor for Individual & Groups
Travel Agency Sloneczna Przygoda & Coral Travel
10.2022 - 05.2024
Supervisor of Guides
Coral Travel - Odeon Tours
05.2021 - 10.2021
Business Development Manager - Eastern Europe Market
Orient Tours UAE - Orient Group, Dubai
08.2018 - 03.2022
Sales, Marketing, & MICE Executive
ODEON TOURS Inbound UAE
01.2017 - 01.2018
Tour Leader & Sales Representative (Polish Market)
ODEON TOURS UAE
10.2015 - 10.2017
Tour Leader & Sales Representative
CORAL TRAVEL– MTS GLOBE - Morocco
10.2013 - 04.2014
Tour Leader & Sales Representative
CORAL TRAVEL - ODEON TOURS
10.2010 - 02.2011
Tour Leader & Representative / Summer Seasons
CORAL TRAVEL - ODEON TOURS
01.2007 - 01.2015
Master’s Degree - Tourism and Recreation
AM University in Poznan
Diploma - Communication and Promotion in Business
Economy University in Poznan, Department of Management
INTERESTS
Passionate about traveling to (UAE, Turkey, India, Morocco, Egypt, Greece (Rhodes, Kos, Crete, Santorini), Sri Lanka, Spain, Italy, Austria, Great Britain, Germany, Hungary) and activities such as sports, healthy lifestyle, naturotherapy: nature-forest, psychotronic psychology, quantum physics, mycology, photography.
SOFT SKILLS
- Microsoft Professional level of using office Power point, word and excel
- Travel Agent & Tour Operator System OTI Office, Tour Leader System, TRIADA Agent System, Eagle Eye System
- Driving Licence Cat. B