Susanne Rüdisser

As a Tour Leader with Grasshopper, I have the opportunity to guide diverse groups through some of the most scenic and culturally rich regions of Spain (Costa Brava) and Portugal (Douro Valley). My role involves ensuring the seamless operation of each tour, providing participants with unique insights into the local culture, history, and landscape. With a focus on delivering an unforgettable experience, I encouraged participants to leap into local life—immersing themselves in authentic experiences, from discovering hidden gems off the beaten path to savoring regional delicacies and traditions.

Assisted in the smooth execution of national and international congresses, cooperative meetings, and professional events by providing both on-site and behind-the-scenes support. Focused on guest experience, logistics, and efficient coordination between teams, vendors, and partners. Key Responsibilities: Supported the organization and live execution of congresses, conventions, and cooperative events. Ensured smooth communication between event organizers, venue staff, and service providers. Monitored event flow, adapted to real-time changes, and solved on-site issues quickly and efficiently.

Guiding group tours (up to 16 participants) through France, Spain, and Portugal, including hiking trips, wine tastings, bicycle tours, and city explorations. Additionally, entrusted with leading a VIP directors’ tour for a major travel company. Responsible for the overall success of each tour by collaborating with local businesses and attractions to create unique experiences for guests. I ensure smooth logistics, resolve issues on the go, and prioritize the comfort, safety, and satisfaction of all guests throughout the journey.

EVENT MANAGER: Hands-on experience as the “face to the customer” in 25+ camps across Portugal, Sardinia, Greece, Spain and Germany, hosting up to 80 participants per camp. My role covered the full spectrum of guest experience: from warm welcomes and problem solving to managing events like boat and bike tours, excursions, hikes, group dinners, karaoke nights, and travel logistics. I also managed real-time updates and community engagement via Discord. As the “face to the supplier,” I coordinated closely with hotel managers and local service providers to ensure seamless operations. I was directly responsible to upper management for the smooth running of each camp, ensuring guest satisfaction while respecting schedules, budgets, and administrative guidelines. CAMP ORGANIZER: Beach Volleyball Camp Organizer | In Collaboration with Beach Me I had the incredible opportunity to organize and manage a dynamic beach volleyball camp in Spain (Barcelona, Castelldefels), in collaboration with Beach Me in 2024 & 2025. This partnership allows me to combine my passion for sports with seamless event management, creating an unforgettable experience for all participants. Key Responsibilities & Highlights: Camp Organization: Coordinated all logistics, including accommodations, transportation, and meal arrangements, ensuring a smooth and enjoyable experience for all attendees. Side Events Organization: Designed and managed exciting side activities like a Tapas tour, participation in Barcelona La Mercè, a catamaran trip, and wakeboarding—all while adding to the overall excitement of the camp. Collaboration with Beach Me: Worked closely with Beach Me to ensure the camp’s vision and goals were aligned, handling everything from branding and marketing to service execution and on-site operations. Team Leadership: Collaborated with coaches to maintain high standards of service, safety, and engagement, creating a fun, supportive atmosphere for all campers.

Collaborating with executive-level management in the development of performance goals and mid to long-term operational plans Led onboarding and training of new staff on company procedures and PMS (Property Management System), ensuring confident and competent software usage. Managed the organization and content structure of the company website to ensure brand consistency, accurate service representation, and user-friendly navigation. Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration Manage the business in a manner that meets or exceeds customer requirements while meeting or exceeding the business plan. Execute short- and long-term plans and strategies. Communicate customer issues with operations and sales team and devise ways of improving the customer experience, including resolving problems and complaints Improving communication to facilitate daily business, both internally and externally (internal departments, customers, subcontractors) Recruiting, training, and coaching new staff and existing employees to ensure maximum performance by providing constructive feedback, motivate them and supporting their personal development Creating and execute employees’ and providers guidelines, work instructions and procedures Manage relationships/agreements with external partners/vendors and work together on continuous improvement and ensure that contracts are being fulfilled and re-negotiated as necessary

Customer service: Welcoming, instructing and taking care of customers on the venue Sport Coach: Teaching and coaching beginners (all ages / individuals and groups) about wakeboard and wakesurf skills Event Management: Coordination and planning of group events, team buildings, birthday parties, kids club and cooperate get-together Facility Management: Coordinating services such as maintenance, cleaning, waste disposal and recycling, managing beverages and gasoline stock

Developing new business at existing customers and cultivated new customers, working closely with CEO Finalizing sales contracts for catering and event orders with clients (increased business revenue by 15% during the period) Developing marketing plan to promote catering and events operations to individuals and organizations, for example organization and delivery of food test samples and vouchers in key companies around the restaurants Planning and coordinating a wide variety of corporate events for example organizing a Christmas Party for 120 multicultural executives and staff of a regional mobility company Responsible to brief kitchen staff and restaurant manager to ensure a smooth execution of events and catering

SLA Management: Over the last years working as an Operations Team Manager, I gained a deep understanding around SLAs. I proved my ability for SLA Management several times. For example, after starting as a Team Leader on the internal Service Desks (Service online 7 months after my initial starting point) we achieved SLA during 6 months in a row. For what we received an internal high performer price. Communications and Presentation Skills: One of my biggest strength is my good communication skills, in different languages such as Spanish, German or English, and ability to adapt my communication style to the audience. I have experience in organizing and leading efficient meetings both with external customers, but also with internal ones, including colleagues, other traversal functions and top management. Continual Improvement: I do believe that Continuous Improvements plans are key to increase productivity and quality. I have systematically implemented methods and strategies according to that approach with my teams in the past to achieve and increase results, such as “E2E Incident Management process” and achieved a decrease of old ticket by 54% Experience in international/intercultural Projects: Active participation in international wide projects, for examples: Project Team for a TL Roadmap: Created a Roadmap for new TLs or TL in development to have a guideline how to gain the necessary knowledge and how to improve the required skills in the adequate timeframe GSD Quality Process: Part of the Pilot group, attended training with GSD Quality team, main contact person on bi-weekly conference calls with GSD Quality team in Germany HR and Recruitment: Create candidate profile according to business needs. Perform interviews carefully and intentionally, asking competency based questions and conducting language and technical tests. Select the candidates for the company after the Interview.

People Management & Development: Daily management of a multicultural technical L2 and Admin team with 7 language and 24 hours coverage constraints, incl. workload balancing. Responsible to provide coaching and career guidance to team members and peers, set up SMART objectives and KPIs and ensure they are achieved. I create an open and positive work atmosphere and motivate the team to give their best and develop constantly their skills. Service Desk Experiences: Managing and organizing a complex and multilingual Level 2 service desk to ensure SLAs are met and a high quality customer service is provided. Customer service: I managed to increase our customer satisfaction to 91% (contractual SLA 80%) by active listening to our clients, identifying their needs and create an improvement plan. Quality & Improvement: Responsible for Quality on BT, I created different improvement plans and increased productivity and quality for example BT E2E Quality checks for Admin team (a process to analyze Admin tickets end-to-end) or BT Admin Roadmap (a Roadmap to improve the new starter trainings and provide a better overview about the responsibilities and task of an Admin analyst) Training & Development: Creating new trainings, reviewing existing trainings and documentation, identify knowledge gaps and creating development plans. For example: BT Engineers refresh training: Identified a gap in the knowledge for BT engineers. Created and provided with my Admin team a training for BT on-site engineers) SLA training: Created and provided SLA training for new starters in GSD Computacenter Barcelona

Factiva is a business information and research tool which provides access to more than 28.500 sources (such as journals, newspaper, magazines, photos, etc.) in 25 languages. Responsible for high quality and indexing automation Translating new codes and filter from English to German Creating rules and filters covering company names, subject and region codes Maintaining internal database systems to ensure a high quality service for the customer