Sanja Korunovic

• Inventory of SIM cards (MSP) and SIM card tariff management • Quality assurance • Continues improvement of internal process • Costs and invoice check • New supplier cooperation • Cost efficiency • Keep track of all ongoing campaigns and issues • Research of new markets and upcoming campaigns

• Online booking support • Providing information over the phone and electronically regarding routes, schedules and fares • Answering customer enquiries or passing them on to another department • Arranging services for customers such as booking tickets, luggage, seats and others ancillaries • Helping customers re-book or cancel their flights • Taking payment for services and issuing refunds • Recording details of customer contacts • Providing all necessary information to the passengers

• Lead onsite all events between sales team, kitchen and banquet service staff • Resolve escalated customer service issues • Formulate and implement customer service policies and procedures • Inspect entire set up and ensure that it follows Banquet Event Order • Demonstrate culture standards

• Lead onsite all events between sales team, kitchen and banquet service staff • Trouble-shoot activities at the event • Formulate and implement customer service policies and procedures • Review and implement table and seating diagrams • Manage all opening and closing side work • Identify and address development needs • Analyse data to identify strategies for improvement of service and productivity

• Plan, assign and monitor work tasks for optimum team efficiency • Perform quarterly staff performance evaluations • Identify and address development needs • Formulate and implement customer service policies and procedures • Analyze data to identify strategies for improvement of service and productivity • Resolve escalated customer service issues • Work with hiring managers on recruiting planning meetings • Efficiently and effectively fill open positions • Coached new recruits

Coordinate CRM activities through the development and implementation of marketing plans across both care and sales channels Monitor and lead Call Center performance through various statistics and reporting methodologies Monitoring and responding to customer queries, comments and complaints via email, Facebook and other social media channels Analyzing performance statistics and making decisions on the basis of these statistics

• Read and analyse incoming memos, submissions and reports in order to determinate their significance and plan their distribution • Conduct research, compile data and prepare papers for consideration and presentation by executives, committees and board of directors • Supervise and train other clerical staff • Interpret administrative and operating policies and procedures for employees

• Be the first point of contact for clients • Reception of customers into the Front office, processing their demands, giving them correct information about the services, education of customers • My main responsibility was to be fast, efficient and professional in solving customers' problems • Receiving inquiries and handle inbound calls • Proactively responding to customer queries

Logistics and Marketing