Tatsiana Shchennikava
Dubai,United Arab Emirates
Summary
Client-focused Project & Operations Manager with 9+ years’ experience in tourism, travel operations, and customer service excellence. Skilled at managing complex cross-functional workflows, resolving client escalations, and driving systemic improvements that enhance satisfaction, retention, and profitability. Strong background in service quality management, stakeholder collaboration, and process optimization, with certifications in PMP® and Lean Six Sigma Black Belt. Adept at using data, reporting, and technology to identify root causes, track KPIs, and ensure consistent service delivery.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Operations Manager
Absolute Adventure
Dubai
09.2024 - 09.2025
- Acted as a cross-functional coordinator between Sales, Operations, Accounts, and Safety teams to ensure seamless client journeys for schools, corporates, and FIT travelers.
- Handled client escalations diplomatically, ensuring neutral fact-finding and resolution while protecting long-term relationships.
- Led the implementation of the Ventrata booking system, configuring products and workflows to centralize bookings, reduce errors, and give multiple departments visibility over client data.
- Introduced SharePoint and Power Automate solutions to capture client bookings, automate notifications, and synchronize calendars, cutting manual work and improving transparency.
- Designed and launched feedback loops and reporting dashboards, analyzing guest satisfaction, booking patterns, and supplier performance to inform improvements.
- Coordinated international supplier vetting for school programs, ensuring partners met safety, insurance, and service quality standards.
Ground Operations Planning Manager
Meeting Point UAE
Dubai
02.2023 - 07.2024
- Oversaw excursions and transfers planning for a major DMC, ensuring cost efficiency and service quality.
- Developed a flexible discounting model for Dubai City Tours based on forecasting and booking data, increasing load factors while maintaining profitability.
- Negotiated supplier contracts and optimized transfer allocations, leading to double-digit cost reductions while maintaining guest satisfaction.
- Coordinated with cross-department teams (Sales, Product, Commercial) to align pricing, promotions, and service delivery.
- Delivered KPI-driven reporting on operational performance, costs, and profitability for executive leadership.
Excursion Supervisor
Meeting Point UAE
Dubai
11.2021 - 02.2023
- Supervised operations for excursions and tours across the UAE, managing a team of coordinators and guides.
- Handled customer complaints and escalations with tact, ensuring timely resolution and minimizing churn.
- Built and maintained strong supplier relationships (transportation providers, attractions, activity operators), ensuring reliability and compliance.
- Provided structured reporting on tour performance, guest satisfaction, and improvement opportunities
Senior Sales Consultant
Emirates Holidays
Dubai
06.2018 - 11.2021
- Handled 200+ monthly high-value bookings with strict SLA and service compliance.
- Negotiated supplier partnerships to ensure cost efficiency and guest experience quality.
- Provided insights into seasonal demand and performance trends for management.
Senior Customer Sales & Service Agent
Emirates Airline Contact Center
Dubai
03.2015 - 06.2018
- Delivered over 1,000 customer interactions weekly, maintaining service levels and reporting compliance issues.
- Participated in incident tracking and issue reporting for internal quality control and workflow refinement.
- Boosted ancillary revenue through upselling programs while ensuring service consistency across all channels.
Education
Bachelor of Science - Cultural Heritage and Tourism
European Humanities University
10.2012 - 06.2017
Skills
- Client Experience & Relationship Management
- Service Quality & Continuous Improvement
- Cross-Functional Coordination (Sales, Ops, Finance, Safety)
- Complaint & Escalation Resolution
- CRM / Booking & Workflow Tools (Ventrata, SharePoint, Power Automate, Excel Dashboards)
- Risk & Compliance (Safety, Service Standards, KPIs)
- Stakeholder Engagement & Supplier Partnerships
- Data Analysis, Reporting & Performance Insights
Certification
- Lean Six Sigma Black Belt - IMC Institute - Nov 2024
- Project Management Professional - Project Management Institute - Jul 2025
- IOSH Managing Safely - Institution of Occupational Safety and Health - Jun 2025
Languages
English
Fluent
Russian
Native
Timeline
Operations Manager
Absolute Adventure
09.2024 - 09.2025
Ground Operations Planning Manager
Meeting Point UAE
02.2023 - 07.2024
Excursion Supervisor
Meeting Point UAE
11.2021 - 02.2023
Senior Sales Consultant
Emirates Holidays
06.2018 - 11.2021
Senior Customer Sales & Service Agent
Emirates Airline Contact Center
03.2015 - 06.2018
Bachelor of Science - Cultural Heritage and Tourism
European Humanities University
10.2012 - 06.2017