Biljana Milisic-Zecevic

Managed support and implementation solutions for hotels, restaurants, spas, and fitness clubs. Handled customer cases, triaging inbound case load and managing escalated cases. Stayed up-to-date with new product releases and enhancements. Liaised with subject matter experts on client requests and product development. Worked closely with support and implementation teams to exceed service level requirements. Conducted user training and managed client relationships to ensure high satisfaction

Planned and prioritized product development and feature backlogs. Participated in Scrum meetings and product sprints. Managed and prioritized the product backlog based on evolving requirements. Assessed product progress, developed cases, and prioritized tasks to align with strategy. Acted as a product ambassador, sharing knowledge and addressing inquiries

Oversaw full implementation of PMS from installation to training and live coverage. Implemented Oracle Opera PMS and interfaces, optimizing software systems for clients. Developed custom reports and BI solutions, and provided ongoing PMS support. Upsold additional services to enhance client operations

Managed schedules, maintained documentation, and coordinated communication for the sales team. Assigned territories and quotas, handled order processing, and ensured customer satisfaction. Organized promotional materials and events, and maintained compliance with laws and policies

Updated and organized existing content to meet company needs. Analyzed data to improve reader engagement and communicated project details with clients

Supported key accommodation partners, handled inquiries, and maintained hotel information on the website. Delivered training on Booking.com’s extranet and availability systems