Viktoria Mitrovic

Achievements/Tasks:

• Main contact point of Facility management & Helpdesk Support department, provide support for complicated or escalated issues.
• Trained, and managed 5+ staff ( standard policies, procedures, and best practices).
• Management of daily workload to ensure that volume and quality of service are attained according to the contractual obligations (SLA) presenting a general KPI > 90%.
• Converted data into actionable insights by compiling department information, what increased the KPIs by optimizing schedule planning and reducing performance issues.
• Optimized processes and procedures by identifying operational bottlenecks and implementing improvements and creative solutions accordingly.

• Taking care of VIP suite guest as their personal assistant during their stay. Being their first contact on board, providing personalised service and giving accurate information about daily activities on board and on shore.
• Planning and organising their trip by making reservations for various activities and services such as shore excursions, dining and spa facility services.
• Performed memorable experiences with collaboration of different department in order to exceed guests needs and expectations.
• Working independently increased my development in strategic thinking and decision-making ability.
• Satisfactory rate based on customer assessments instantly exceeded 9,5

• Providing Customer Service and general assistance to travelling customers via various channels, such as voice ( phone), chat and email
• Efficiently answer customers queries, processing flight reservations, resolve customers complaints within target timelines.
• Logged customer information and data in secure systems, maintaining GDPR compliance.
• Organising special needs assistance for passengers with reduced mobility, and processing other administrative tasks related to flight reservations.
• Evolved with this opportunity to multitask and focus on detailed by managing 50 customer calls/chats per day.

• Welcoming guests, managing table reservations and phone calls, escorting guests to assigned tables and explaining specialities of the restaurant.
• Administration work before, during and after restaurant service. Promoted process improvement by communicating guest feedback to Restaurant Manager and Assistant Manager.
• Documented guest reservations and preferences, communicating changes to restaurant staff and coordinate staffing and restaurant layout to efficiently seat and serve customers.
• Governed dining area with natural leadership talents, balancing guest and business needs.
• Increased my critical thinking for unexpected events, such as weather conditions, staff shortage, VIP Guests.

• Clean and prepare guest suites to company standards and set-up for embarkation day, follow up on all guest requests promptly
• Familiarising guests with safety aspects and all features of suites upon Embarkation, by doing meet and greet with all guests
• This position really helped me to gain valuable skills by interacting with demanding customers. I have built excellent customer service skills focusing on my problem- solving abilities in timely manner.
• Having leadership skills by managing small team, as well as working in team in order to deliver exceptional customer service experience.