MARYIA KHRAMTSEVICH

Supervision & Product Development

• Led the Research & Development Department, overseeing cost control, product supervision, and strategic planning.
• Managed the creation of templates, expansion into new regions, and continuous refinement of existing destinations.
• Provided technical supervision for product quality and operational efficiency.
• Developed a structured tour product development plan, ensuring innovation and market competitiveness.

Training & Quality Assurance

• Designed and delivered educational training programs for logistics and sales teams, enhancing product expertise and service excellence.
• Established and maintained a comprehensive product knowledge base, ensuring up-to-date industry insights across teams.
• Conducted training and quality assessments to ensure a deep understanding of destination knowledge for relevant departments.

Marketing & Business Growth

• Collaborated closely with the marketing team to create targeted marketing strategies aligned with corporate objectives and market trends.
• Defined and implemented cost-reduction strategies to enhance profitability throughout the product development lifecycle.
• Supported new business initiatives by designing strategic sales promotions to boost product appeal and market presence.

Supplier and Talent Management.

• Recruited and onboarded high-caliber guides, strengthening supplier teams and elevating service quality.
• Analyzed client feedback surveys and implemented actionable improvements, continuously refining the overall customer experience.

Incident Resolution & Operations

• Managed and resolved hotel booking issues, including overbookings, cancellations, and last-minute changes, ensuring minimal disruption to clients.
• Handled financial disputes, including refund processing, chargebacks, and payment discrepancies, maintaining transparency and accuracy.
• Assisted guests with urgent accommodation needs, securing alternative hotel arrangements when necessary.

Vendor & Client Relations

• Built and maintained strong partnerships with hotels and travel suppliers to negotiate favorable resolutions for booking conflicts.
• Ensured compliance with hotel policies, cancellation terms, and refund procedures, advocating for fair outcomes for clients.
• Advised customers on booking policies, travel disruptions, and alternative accommodation options, ensuring a seamless experience.

Risk Management & Customer Support

• Proactively identified and mitigated potential booking risks, reducing penalties and ensuring compliance with industry standards.
• Provided real-time support and crisis management for urgent booking incidents, maintaining a high level of customer satisfaction.
• Conducted post-incident analysis and implemented process improvements to prevent recurring issues.

Travel Planning & Operations

• Designed and managed customized itineraries for clients, including flight bookings, car rentals, and hotel reservations.
• Ensured seamless travel documentation processing, assisting clients with passport and visa requirements in a timely manner.
• Handled financial transactions, including invoicing and payments, maintaining accuracy and efficiency.

Vendor & Client Relations

• Built and maintained strong partnerships with travel vendors and suppliers, ensuring access to the best rates and services.
• Advised clients on current travel advisories, visa regulations, and vaccination policies, ensuring a smooth and compliant travel experience.
• Assisted clients in securing the lowest fares while minimizing penalty risks, optimizing cost savings without compromising quality.

• Assisted guests in selecting and booking shore excursions, ensuring tailored experiences that align with their interests and activity levels.
• Provided detailed information on excursion itineraries, pricing, and policies, enhancing guest confidence in their choices.
• Handled last-minute bookings, modifications, and cancellations, ensuring a smooth guest experience while minimizing disruptions.
• Provided onboard assistance and guidance to guests before, during, and after their excursions.
• Addressed and resolved guest complaints and service issues, ensuring high levels of customer satisfaction.
• Gathered and analyzed guest feedback to identify areas for improvement and enhance future excursion offerings.

Advertising Sales & Project Management

• Led advertising sales and project management for an online magazine, overseeing strategy and execution.
• Drove revenue growth through native advertising, creating engaging and brand-aligned content partnerships.
• Managed the end-to-end execution of advertising campaigns, ensuring seamless delivery and client satisfaction.

VIP Client Sales & Academic Solutions

• Sold comprehensive thesis support solutions to students, facilitating academic excellence and research project completion.
• Managed a VIP client department, overseeing a team of five sales representatives to provide personalized, high-level service.
• Developed and implemented sales strategies to drive revenue growth and client satisfaction.
• Monitored KPI performance, ensuring team targets were met through effective communication and strategic outreach.