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Work Background
Co-Founder
Urban SensesCo-Founder
Mar. 2023Višnjan, Istria, Croatia
Head of Customer Success
DetermHead of Customer Success
Apr. 2019 - Oct. 2021Zagreb• Building a Customer Success team from scratch (Account Management, Customer Success, Customer Support and Customer Success Data Operations) • Developing team members • Operational organization of work distribution and processes • Creation of new processes • Development of existing processes • Creation and organization of people performance reward system • Tracking and taking care of team satisfaction • Recognising and creating upsell opportunities • Developing new business models • Mentoring
Senior Team Manager
Booking.comSenior Team Manager
Apr. 2016 - Apr. 2019Istria, Croatia• Building a growth strategy based on internal indicators and market feedback with the purpose to further develop internal tools that would support achievement of market goals and targets in the most efficient way • Forecasting and overseeing market demand trends and react in a timely matter towards Booking.com team and Booking.com key partners • Lead local team of 7 members and coordinate tasks between departments with the purpose of introducing new tools to the market, collect user feedback and prepare business cases for further product development • Local Pricing Expert in charge for testing and implementation of Booking.com pricing products on regional market level that includes ex Yu countries and Albania
Company Owner | Lodging Revenue Consultant
InfaabCompany Owner | Lodging Revenue Consultant
Apr. 2013Croatia• Development of tailored lodging Business Intelligence systems to optimize revenue management decisions • Conducting technical setups for new hotels and revised existing configurations, resulting in double-digit growth. • Analyzing and organizing data to drive strategic insights, enhancing operational efficiency and profitability.
Account Manager
Booking.comAccount Manager
Aug. 2012 - Mar. 2016DubrovnikIn the beginning responsible for hotels in Montenegro, after which she was transferred to Dubrovnik Booking.com Team. • Ensured close commercial contact with hotel partners in order to identify areas of improvement and optimize their commercial performance • Acquire new hotel partners to Booking.com network • Provide strategic and consultative advice based on real tracked trends and statistic data to a large number of hoteliers with the goal of increasing hotel revenue on Booking.com • Advise hotels about internet and emerging media strategies • Plan and deliver constant growth of managed regions • Monitor competition and respond immediately and appropriately
Project Manager
PromotekaProject Manager
Feb. 2012 - Aug. 2012Croatia• Understood individual clients' business and generate new ideas to enhance client performance • Prepared sales pitches • Defined proposals, prices & budgets • Built trust, credibility, and client referrals • Developed multi-tied agency-client relationships • Managed financial performance and achieved client targets • Effectively managed teams, fostered teamwork and a constructive work environment • Cooperated with the business development team to develop new client sales proposals
Business Development Coordinator
Gotham CEBusiness Development Coordinator
Oct. 2010 - Feb. 2012Greater New York City Area• Planned and production of web page and online promotion • Strategically managed business accounts • Coordinated processes • Negotiated business terms with hotels, transportation companies and other service providers • Performance control and post-sales services • Analyzed and researched travel market, prepared promotions and marketing campaigns • Managed company internet reputation
Managament ProgramTrainee Trainee in Millenium Hilton
HiltonManagament ProgramTrainee Trainee in Millenium Hilton
Sep. 2010 - Nov. 2010Greater New York City Area
Business Assistant to GM
Toyota Croatia d.o.o.Business Assistant to GM
May. 2008 - Apr. 2010Zagreb
Operational Assistance in Finance & Accounting Department
Toyota Croatia d.o.o.Operational Assistance in Finance & Accounting Department
Apr. 2006 - May. 2008Zagreb
Junior Tax Adviser
Zgombic & PartneriJunior Tax Adviser
Oct. 2004 - May. 2006Zagreb
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