Elias Sjoerds

Customer Success & Hospitality Operations professional with over 15 years of international experience leading guest services, customer support, reservations, and operational excellence across the hospitality and travel industries. Recognized for building strong client relationships, delivering personalized service, solving operational challenges, and collaborating across teams to drive customer satisfaction, retention, and business success.

Independent Travel Consultant & Customer Success Specialist at Self-employed (2024-06 – Present)

• Design customized travel itineraries tailored to individual client preferences, interests, and budgets.
• Coordinate accommodations, transportation, excursions, and end-to-end travel logistics.
• Serve as the primary point of contact throughout the customer journey, providing proactive support before, during, and after travel.
• Liaise with hotels, resorts, tour operators, and tourism partners to deliver seamless travel experiences.
• Manage client relationships, scheduling, invoicing, and day-to-day business administration while ensuring high customer satisfaction.

Operations Manager | Front Desk | Guest Relations | Hospitality at Apo Dive Resort (2019-11 – 2024-07)

• Managed guest reservations, activity bookings, and travel arrangements for international visitors.
• Guided guests throughout their stay, ensuring a seamless experience from arrival to departure.
• Coordinated with hospitality staff, instructors, and operational teams to deliver exceptional guest service.
• Resolved guest concerns promptly and professionally while maintaining high satisfaction levels.
• Promoted excursions, tours, and additional services through personalized recommendations.
• Key Achievement: Built strong customer loyalty.

Bilingual Customer Support Representative | Remote Helpdesk at OP360 (2022-08 – 2023-07)

Independent Contractor

• Assisted German- and English-speaking customers via phone, email, and digital support channels.
• Resolved account, billing, and service enquiries while consistently meeting quality and response-time targets.
• Documented customer interactions accurately using CRM systems and internal support tools.
• Escalated complex technical and account-related issues to specialist teams for timely resolution.
• Delivered professional remote customer support while maintaining high customer satisfaction.

Center Manager | Operations & Customer Success at Indo Divers (2014-05 – 2019-10)

• Managed the daily operations of an international dive and tourism center.
• Supervised reservations, scheduling, staff coordination, and customer service activities.
• Built long-term customer relationships through personalized service and operational excellence.
• Supported business growth by improving operational efficiency and customer retention.
• Ensured high standards of safety, service quality, and guest satisfaction.
• Key Achievement: Combined leadership with customer-focused service.

Dive Instructor & Sales Specialist at Aquanauts (2010 – 2014)

• Managed front desk operations and reservations.
• Built strong customer relationships with international guests.
• Delivered customer onboarding and activity briefings.
• Supported sales and booking activities.
• Maintained high levels of guest satisfaction.

Operations Manager & Team Leader at Lembongan Dive Adventures (2009 – 2010)

• Managed business operations and accounting support.
• Supervised team members and daily scheduling.
• Sales and business administration.
• Coordinated customer bookings.

Marketing Research & Customer Communications Specialist at Czaia Market Research (2009 – 2014)

Part-time / Project-based

• Conducted market research and customer interviews.
• Collected and documented customer feedback.
• Maintained high communication quality standards.
• Produced accurate reports for clients.
• Worked on structured outbound communication campaigns.

Outbound Sales & Appointment Setter at Payment Solutions Company (2004 – 2005)

• Generated qualified appointments through outbound sales activities.
• Identified customer needs and presented solutions.
• Maintained sales records and follow-up activities.
• Built early experience in consultative selling and customer communication.

Undergraduate Studies in International Management and Languages – Bremen University of Applied Sciences