Customer Onboarding Coach | Customer Success & Hospitality Professional

Led end-to-end onboarding and ongoing support for international Erasmus+ mobility groups, welcoming participants on arrival and supporting them throughout their stays and work placements. Delivered remote and in-person onboarding presentations for international groups, partner companies, and educational institutions.

Coordinated mobility programmes for students across Europe, including more than 350 students from Poland in one month. Managed participant communication by email, phone, and chat; coordinated accommodation, transport, bookings, schedules, and airport transfers; and maintained relationships with partners, suppliers, schools, and activity organisers. Also created promotional content and graphics and provided documentation, contract, database, and programme administration support.

Handled high-volume inbound customer support contacts by phone, email, and live chat for holiday rental reservations across multiple European destinations. Assisted guests, property owners, and booking-platform customers throughout the reservation process using Microsoft Dynamics CRM, booking systems, and Microsoft Teams.

Provided first-line troubleshooting for account access, password resets, payment-method changes, and payment issues. Logged cases, opened tickets, documented escalations clearly, followed complex matters through to resolution, and maintained fast response times while ensuring accuracy and a positive customer experience.

Led guided tours in Málaga for international visitors and delivered engaging local experiences through storytelling and customer-focused communication. Helped strengthen the company's local brand identity by designing and promoting distinctive tourism experiences.

Coordinated event logistics, partner communication, and cultural-tour operations. Worked with international audiences to build trust, support a positive visitor experience, and ensure smooth delivery of tours and events.

Delivered daily support to international hotel guests, resolved concerns, and coordinated solutions with hotel departments. Acted as a public representative of hotels, maintained strong guest relations, and worked with management to improve guest satisfaction.

Trained and onboarded new team members, supported team selection and recruitment, and led international teams. Planned, coordinated, and supervised daily entertainment, sports, and guest activity programmes in hotels in Fuerteventura and Tenerife.

Managed guest communication and daily support for international hotel and tour-operator clients in Greece. Provided personalised destination recommendations, resolved issues throughout guests' stays, delivered travel briefings and destination presentations, and coordinated with hotels, local partners, activity providers, and airport-transfer services.

Trained, onboarded, and supported new colleagues while helping with team selection and implementation training. Led international teams delivering guest programmes, including sports, fitness, and wellness activities, and increased excursion sales through consultative selling and destination storytelling.

Coordinated and supported social, cultural, and tourism events for international participants, including Erasmus students. Assisted with event operations, tours, attendee communication, and promotional activities.

Created content and contributed to promotional strategies designed to increase event attendance and engagement. Developed practical experience in event communication, community-oriented programming, and international audience engagement.

Create travel and culture content focused on sharing practical knowledge and stories about destinations. Produce and manage a travel-and-culture podcast under the Hola with Ola project.

Develop social media content and audience engagement initiatives remotely. One Reel reached 143,000 views within a few days.

Co-develop a social-event concept in Valencia through market research, venue and supplier outreach, marketing, communication, and community-building activities.

Coordinate project tasks in a hybrid working model and contribute to the development of partnerships, event operations, and audience engagement.

Thesis: Multiculturalism in Leipzig, examining how the city, NGOs, and citizens approach the integration of refugees.

Completed an Erasmus+ semester in Anthropology.