Senior Manager, Sales and Operations

e-mail: ************@*****.***

phone: 1-289-***-****

Serge Churkin Niagara Falls, ON

https://ca.linkedin.com/in/sergechurkin

EDUCATION

Postgraduate student – International Business Management May 2017 – December 2017 Tourism and Hospitality Management September 2016 – May 2017 Niagara College Canada Niagara Falls, ON

PERSONAL SKILLS AND STRENGTH

- Leadership, Reliability, Coordination, Logistics, Supervision, Customer Care, Multitasking and Work Under Pressure, Presentations and Public Speaking, Learning, Quick Adaptivity, Flexibility TECHNICAL SKILLS

- Tour Operations Software: Sejour Agency Automation, Samo Incoming, ERP, Sugar CRM

- Property management systems: LightSpeed, Opera, OnQ

- MS Excel proficiency in creating and operating a large document flow, use of formulas, work with charts and Vlookup, understanding VBA, data collaboration

- Logistics: scheduling transfers and guides, emergency rescheduling

- Analytics reporting, work with rooming lists, passenger traffic management, tour and airport job orders, tour allotments and pricing, error amendment

- Managing website content (news, excursion programs, prices)

- Visual: MS PowerPoint presentations and video editing

- Print work: design of brochures and information booklets, maintaining equipment and inventory WORK HISTORY

Night Auditor (part-time) August 2017 - present

Embassy Suites by Hilton Niagara Falls, ON

Night Auditor (part-time) September 2016 – August 2017 Four Points by Sheraton Niagara Falls, ON

International Student Assistant (part-time) August 2016 – January 2017 Niagara College Canada Niagara Falls, ON

Acting Head of Operations (Regional Manager) February 2015 – February 2016 Tez Tour Thailand Co., LTD Phuket, Thailand

International Inbound Tour Operator

Managed operations for tourism services at Phuket region, following corporate standards, regulations, achieving financial goals. Environment of 50-250 pax daily arrivals, supervising apx.: 20 guides, 4 managers, 25 coaches.

- Developed strategies and working plans to increase revenue and efficiency

- Analyzed sales and determined goals

- Budgeted, hired, trained and scheduled guides, sales representatives and coaches

- Evaluated, maintained, planned and controlled employee’s performance, improved efficiency and motivation

- Inspected hotels and tour locations

- Communicated with suppliers and hoteliers, discussed supply and negotiated the pricing

- Obtained and tracked guest’s feedback, handled complaints and achieved satisfaction

- Developed new tour programs, established service rates, allocations and sales targets

- Updated web-site content: excursions, rates, news

- 24/7 Emergency support of operations/customers/agencies and employee’s issues e-mail: ************@*****.***

phone: 1-289-***-****

Serge Churkin Niagara Falls, ON

https://ca.linkedin.com/in/sergechurkin

WORK HISTORY (CONT’D)

Quality Control Manager July 2013 - January 2015

Tez Tour Thailand Co., LTD Phuket, Thailand

International inbound tour operator

Controlled the quality and evaluated tourism services in accordance with corporate regulations and standards. Environment of 50- 250 pax daily arrivals, supervising apx.: 20 guides, 25 coaches, monitoring 100 hotels

- Obtained and tracked guest’s feedback, handled complaints and achieved satisfaction

- Evaluated and increased performance of guides, sales representatives and coaches, achieved motivation

- Inspected hotels and locations

- 24/7 emergency support of operations/customers/agencies/employee’s issues and problem-solving

- Worked with fam trips: coordinated travel agent's inspection trips to Phuket and presented the services

- Inventoried and ordered uniforms, bus stickers, printing materials and advertisement Arrivals and Departures Operations Manager January 2010 - May 2013 Sayama Travel Group Co., LTD Phuket, Thailand

International Inbound Tour Operator

Managed transportation and services for arriving and departing tourists at Phuket and southern regions of Thailand (Phang-Nga, Phi-Phi, Krabi, Trang). Environment of 150-1000 pax daily arrivals, supervising 3 managers, apx: 30 guides, 40 coaches, 250 hotels

- Logistics: managed daily arrivals and departures, airport/hotels in/out transport scheduling, assigned guides and drivers

- Booked and followed up VIP services (airport fast-tracks, executive cars, assigning individual guides)

- Collected and summarized weekly information about hotel conditions at Phuket from hotel-guides (renovations, constructions, infrastructure problems, issues)

- Ordered, printed and inventoried welcome packages and brochures

- 24/7 emergency support of operation issues

- Participated in corporate software functionality development Tour Agent May 2009 - January 2010

Ukrferry Tour Kyiv, Ukraine

Tour Operator - Sea Cruise Center

Booking and sales of ferry tickets, worked with tour agents as wholesaler, visa services and documents translations (Russian- English), corporate web-site content management, promotions at exhibitions. Sales Manager October 2008 - April 2009

Le Star Events Solutions Kyiv, Ukraine

Event agency

Corporate events sales, market research, maintaining clientele, establishing new contacts. LANGUAGES

English – full professional proficiency, Ukrainian – native language, Russian – native language, German (Certificate of Goethe Institute, obtained in 2005 will be able to restore skills if required) MEMBERSHIP German Cultural Center “Bayerisches Haus”, Odessa, Ukraine TRAVEL EXPERIENCE

USA, Poland, Germany, Italy, Austria, Estonia, Belarus, Russia, Kazakhstan, Thailand, Myanmar, Cambodia, Laos, Malaysia, Singapore, Georgia

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