Laura Findeisen
Gioia del Colle,BA
Summary
Accomplished professional with expertise in tourism and guest experience, specialising in international tour guiding and luxury guest relations. Proficient in multi-language communication, including German, English, and Italian, with a strong focus on itinerary planning and sustainable tourism practices. Demonstrates exceptional interpersonal skills such as intercultural communication, crisis management, and relationship building. Skilled in digital media management and content development, with a proven track record in customer success management and event orchestration. Committed to delivering hospitality excellence while continuously adapting to dynamic environments.
Overview
17
17
years of professional experience
2022
2022
years of post-secondary education
1
1
Certification
Work history
Business Management Tourism
B&B Mandorla Amara
, Italy
2017.12 - 2026.01
- Managed daily operations for boutique tourism business, including guest relations, booking coordination, and check-in/out procedures.
- Orchestrated on-site events and specialized experiences such as wine tastings and aperitifs to enhance guest engagement.
- Supervised comprehensive facility maintenance, including room preparation, pool care, and groundskeeping to ensure high standards of service.
- Provided expert local tourism guidance and multi-language support, serving as primary information resource for international guests.
- Proficient in using booking platforms to manage reservations and client itineraries effectively.
- Utilized messaging platforms to communicate effectively with clients and team members.
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Offered friendly, efficient customer service and handled challenging situations with ease.
Customer Experience & Operations Coordinator
Epic Brands
Berlin, Germany
2021.02 - 2025.03
- Guest & Client Relations: Provided high-touch professional support across multiple digital and phone channels, ensuring "excellent" service standards for global customer base.
- Logistics & Backend Coordination: Acted as the central liaison between customer service and logistics/warehouse hubs to ensure seamless end-to-end processing and problem resolution.
- Operational Efficiency: Managed complex support-ticket systems (Freshdesk) and ERP software (Plentymarkets) to maintain "flawless" workflows in fast-paced environment.
- Communication & Brand Voice: Authored professional content for newsletters and digital platforms, maintaining consistent and welcoming brand image for the KLAMER.
- Performance: Recognized for "structured and results-oriented" work style and an optimistic persona that consistently contributed to a positive team and client environment.
Tour Guide
Sunwave Gruppen- und Singlereisen GmbH
, Sardinia, Lisbon, Lanzarote, Porto, New York, Konstanz
2020.09 - 2025.01
- Led group excursions across diverse international locations, including Sardinia, Lisbon, Lanzarote, Porto, Germany and New York, ensuring seamless travel logistics and high guest satisfaction.
- Delivered engaging educational content on regional history and culture to diverse groups of up to 25 participants.
- Managed on-site coordination and conflict resolution, maintaining professional standards in dynamic environments.
- Skilfully managed large groups whilst maintaining order and interest during tours.
- Adapted quickly to sudden changes in schedules or routes, minimising disruption to tour plan.
- Fostered positive atmosphere with friendly and professional demeanour.
- Promoted local businesses by recommending them to tourists during tours.
work abroad
different companies
2015.03 - 2017.09
- Work and travel through Australia and New Zealand
- Jobs based on hospitality and tourism.
- Utilized content creation skills to develop engaging travel guides and promotional materials for clients.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Improved efficiency and productivity by acquiring new skills.
- Displayed energy and enthusiasm in fast-paced environment.
Storyboard Assistant
Magoproduction
Barcelona
2014.10 - 2015.03
- Demonstrated excellent customer service skills by managing client inquiries and ensuring positive experience.
Documentation, Media Management
Proyecto mosaico
Granada, Nicaragua
2013.03 - 2013.09
- Production of commercials, documentaries
- Volunteer work in a daily changing environment
Film Editor
Corduafilm
Berlin , Germany
2010.02 - 2011.08
Media Production Assistant
Bohemia Media
Berlin, Germany
2009.02 - 2010.02
Education
Professional Bachlor - digital media management
IHK Berlin
International Tour Guide & Travel Services Management Certification - undefined
Reiseleiter und Tourguide Verband eV
3D Game-Artist, Characterdesign, Game-Development, Unity - undefined
FIGD berlin, school for graphic-design
IHK Film- und Videoeditorin - drama & screenwriting, audio, graphics, pre-/production/post, colouring
Berlin Media School for Communication Film- and Videoeditor
Skills
- Tourism & Guest Experience: International Tour Guiding, Trilingual Communication (German, English, Italian), Itinerary Planning & Logistics, Sustainable Tourism Practices
- Interpersonal & Soft Skills: Intercultural Communication, Crisis Management, Problem Solving, Relationship Building, Adaptability, Hospitality Excellence
- Digital & Organizational: Digital Media Management, Content Development, Customer Success Management, Conflict Resolution, Event Orchestration
- Sustainable Operations & Ethics
Resource Efficiency, Ethical Brand Communication, Eco-Conscious Logistics, Material & Lifecycle Integrity
Certification
- Animation Character Design, FIGD Fachinstitut für Informatik und Grafikdesign, 2012
- International Tour Guide & Travel Services Management Certification, IHK, 2019
- IELTS Test Academic, UNSW, 2017
- Ordinanceon Aptitude of Instructors, IHK Berlin, 2021, Skillset of training trainees.
Languages
Deutsch (Native)
Proficient (C2)
English
Advanced
Italian
Elementary
Spanish
Beginner
INVOLVEMENT
- Intercultural Engagement & Global Travel
- Developed professional adaptability and cultural fluency through immersive work-travel across Australia, New Zealand, and Spain (Barcelona).
- Participated in volunteer farm work, hotel operations, and tour management in Costa Rica, enhancing localized tourism knowledge and guest service skills.
- Cultivated advanced intercultural communication and crisis management capabilities within diverse, high-pressure environments.
- Demonstrated mentorship by guiding peers and newcomers in intercultural settings, fostering team development and knowledge sharing.
- Proyecto Mosaico, Nicaragua
- Orchestrated media production and documentation for community-driven social organizations, enhancing regional visibility and engagement.
- Collaborated with international teams to deliver high-impact visual narratives while navigating complex, cross-cultural environments.
Affiliations
- travel
- creative farming & crafting
- nature, animals
- movies, animation
Timeline
Customer Experience & Operations Coordinator
Epic Brands
2021.02 - 2025.03
Tour Guide
Sunwave Gruppen- und Singlereisen GmbH
2020.09 - 2025.01
Business Management Tourism
B&B Mandorla Amara
2017.12 - 2026.01
work abroad
different companies
2015.03 - 2017.09
Storyboard Assistant
Magoproduction
2014.10 - 2015.03
Documentation, Media Management
Proyecto mosaico
2013.03 - 2013.09
Film Editor
Corduafilm
2010.02 - 2011.08
Media Production Assistant
Bohemia Media
2009.02 - 2010.02
International Tour Guide & Travel Services Management Certification - undefined
Reiseleiter und Tourguide Verband eV
3D Game-Artist, Characterdesign, Game-Development, Unity - undefined
FIGD berlin, school for graphic-design
IHK Film- und Videoeditorin - drama & screenwriting, audio, graphics, pre-/production/post, colouring
Berlin Media School for Communication Film- and Videoeditor
Professional Bachlor - digital media management
IHK Berlin