Experience

KADENA Sotheby's International Realty
• Serbia
• Real Estate
• 1 - 100 Employee
• Head of Rentals

  • May 2022 - Present


Belgrade Waterfront

• Serbia
• Real Estate
• 100 - 200 Employee

• Customer Care Manager

  • Feb 2018 - May 2022

  - Responsible for complete post-sales experience (including post-handover) with focus on Customer Satisfaction and Repeat Customer rate - Responsible for handover/delivery, yield and revenue recognition - Quality Assurance for finishing works - Taking full ownership of complaints, cases, queries and escalations (clients and outside) - Continuously improving Repeat Customer rate (retention) - Developing and optimizing CRM & Resco with international teams - Creating and developing (interviewing, recruiting, training, evolving) Premium Customer Care team - Ensuring service above SLA, keeping highest results on KPI, with focus on continual improvement (Kaizen philosophy) - Ensuring personal and team representation to raise company image in all aspects (visual, spoken and written) - Establishing all needed processes for operations, metrics, reporting and follow up (from annual to daily level) - Establishing feedback culture with information delivery to respective stakeholders (Lessons learned concept) from several phases of client's lifecycle - Tight collaboration with Project Delivery (including General Contractor and Supervision Consultant), Facility Management, Legal, Sales, Finance, Marketing and Project Development - Reports to Deputy General Manager and General Manager. Show less



Nautilus Consulting

• Morocco
• Telecommunications
• 1 - 100 Employee

• Owner

  • Jan 2017 - Mar 2018

  Business development in hospitality industry - Development consultancy for 500m beach in Montenegro, belonging beach club - Networking with regional leaders in hospitality, music & festival industry Real Estate and Property Management consultancy - Real Estate portfolio and Investment consultancy - ROI optimization - Property Management Business development in hospitality industry - Development consultancy for 500m beach in Montenegro, belonging beach club - Networking with regional leaders in hospitality, music & festival industry Real Estate and Property Management consultancy - Real Estate portfolio and Investment consultancy - ROI optimization - Property Management



Dukley Marina (D-Marin / Stratex Management)

• Commercial and Customer Care Manager

  • Apr 2014 - Dec 2016

  Commercial - Contracting, negotiation (B2B, government, vendors, suppliers and associates network) - Sales (hiring, training and leading sales teams, key account sales) - Procurements, tenders (more than 2mil euro in small and medium purchases/sales) - Process control (creating and controlling processes for general operations) - Expense supervision (fraud/abuse prevention, spending control, ensuring gains/money ratio…) - Creating and executing general consumption control (including developed system for monitoring fuel, electro, water, supplies & materials etc.) - Budgeting (including cash flow manage, capex, opex, created due diligence) - Revenue increasement (solutions and projects for creating additional income) - Reporting to Shareholders - Executing marketing strategies developed at group marketing headquarter - Seasonal recruitment (interviewing and recruiting seasonal employees for Operations, Customer Care and General Services) - Includes all Customer Care Manager responsibilities Customer Care - Established division’s operations (member since first day) - Creating and developing full services offer (in-house and outsourced) - Creating, training and monitoring Sales (Concierge) teams - Contracted for Stratex Management, negotiated terms & conditions (50+ contracts) - Creating vendors and associates network - Supervising Dispatcher and Concierge services (up to 24 people teams) - Supervising office operations and administration (working with project managers) - Improving, co-developing and translating specialized softwares (NTES, Dispatcher back office…) - Procurements (for marina and offices) - Active involvement in Marketing (developed maps and directories, catalogs, redesigned numerous materials, developed, translated and designed numerous marketing materials) - Resolving special request (VIP client care) Show less



Vitriol Obuke (Vitriol Training)

• Owner

  • Sep 2011 - Apr 2014

  Agency for training and consulting - Contracting and legal administration - Training evaluation data processing - Sales, negotiation and communication training delivery - Logistics and organization: travel and transportation, accommodation, equipment handling, assisting participants - Team building sessions Agency for training and consulting - Contracting and legal administration - Training evaluation data processing - Sales, negotiation and communication training delivery - Logistics and organization: travel and transportation, accommodation, equipment handling, assisting participants - Team building sessions



MD International

• United Kingdom
• Aviation and Aerospace Component Manufacturing
• 1 - 100 Employee

• Sales Representative, HENKEL department

  • Jun 2010 - Aug 2011

  HENKEL Serbia official distributor - Communication with clients: sales, negotiation, and collections; - Management and execution of marketing activities - Merchandising - Developing optimal road maps for Commercial salesperson and development of sales network Unique experience of developing new field sales area. HENKEL quality HENKEL Serbia official distributor - Communication with clients: sales, negotiation, and collections; - Management and execution of marketing activities - Merchandising - Developing optimal road maps for Commercial salesperson and development of sales network Unique experience of developing new field sales area. HENKEL quality



Serbian Army

• Lance Corporal

  • Dec 2009 - May 2010

  -Volunteered for one term -Highest test grades -Arms and field training -Worked as assistant commander of watch -Rewards for sharpshooting and field operations. -Volunteered for one term -Highest test grades -Arms and field training -Worked as assistant commander of watch -Rewards for sharpshooting and field operations.



AIESEC in Serbia, Local Committee Braca Karic

• Project Manager

  • Oct 2005 - Jul 2006

  - Development and implementation of Projects - Organization of conferences, seminars and training - Fund raising and communication with partners - Development and implementation of Projects - Organization of conferences, seminars and training - Fund raising and communication with partners