Experience

DIB Travel

• Sweden
• Information Technology & Services
• 1 - 100 Employee

• Head of Customer Support

  • Jul 2022 - Present

  My key responsibility is to ensure excellence in the travel support team everyday work and quality of services delivered to the company’s corporate customers, while meeting strictly defined SLAs and standards. Also, the scope of my duties includes setting a framework for all team members, organization of onboardings and trainings, creating and monitoring of clear and self-explaining OKRs, owning P&Ls and statistics, distribution of travel industry updates, close coordination with key accounts and vendors and managing successful coordination between sales, support, finance and tech departments, while building Scandinavian’s biggest and most successful digital TMC. Show less

• Travel Support Team Lead

  • Dec 2021 - Jul 2022

  My main responsibility was to ensure corporate customers satisfaction with the quality of support they were given, by leading a team of travel support professionals and maintaining straightforward workflow. I was also responsible for constant collaboration with tech, commercial and finance teams in order to assist with product improvements and implementation of new services.



Qatar Airways

• Qatar
• Airlines and Aviation
• 700 & Above Employee

• Senior Reservation and Ticketing Agent

  • May 2016 - Jun 2020

  I have been responsible for handling passenger’s reservations and tickets, reissues and refunds, as well as for assisting them with a wide range of additional services on a rapidly expanding network. My duties were extended to customer service, and liaising with a number of IATA and non-IATA travel agencies, which included weekly sales visits, providing sales support, creating corporate contracts and increasing their sales performance. I have also supported the Belgrade airport team and assisted ticketing teams from Sarajevo and Skopje with problems solving in complex scenarios. Show less

• Reservation and Ticketing Agent

  • Oct 2012 - May 2016

  My main duties were related to reservations and tickets handling, reissues and refunds, and providing additional services to passengers. I have also supported the sales team by working closely with a portfolio of travel agencies, arranging meetings on a weekly basis with a goal to provide support and increase their sales performance on Qatar Airways flights.



Travel House

• Serbia
• Travel Arrangements
• 1 - 100 Employee

• Project Manager - E-Media & Communication

  • Feb 2011 - Oct 2012

  My daily tasks included cooperation with e-media, implementation of new content on company’s website according to current offers from tour-operators and airlines, managing web design and IT teams in charge for new website delivery, creation of newsletters, communication with clients via online inquiry forms, management of service requests and reservations processes.

• Branch Manager

  • Jan 2010 - Feb 2011

  I have been in charge of branch work office organization, shifts schedules, customer service, analysis and implementation of weekly, monthly and annual sales plans, cost optimization, improvement of company’s standards and procedures.

• Sales Agent

  • Mar 2009 - Jan 2010

  My job consisted of reservation and sales of hotel capacities, car rentals and airline tickets, cruises and organized tours, as well as servicing customers on destination, creating weekly and monthly sales reports.



Hotel LE PETIT PIAF, Belgrade (3* hotel)

• Belgrade, Serbia

• Receptionist

  • Jan 2007 - Mar 2009

  I have been responsible for managing new and existing reservations, guests check-ins and check-outs, conducting internal accounting, preparation of various analysis and corporate contracts. I have been responsible for managing new and existing reservations, guests check-ins and check-outs, conducting internal accounting, preparation of various analysis and corporate contracts.