Ivana Jovanovic
Melbourne,VIC
Summary
Experienced hospitality manager with a strong background in operational leadership and team management. Expertise in developing and executing strategies to optimize hotel operations, enhance customer satisfaction, and drive business performance. Proven ability to lead teams, manage complex issues, and collaborate with senior management to achieve organizational goals. Skilled in process improvement, staff development, and ensuring smooth day-to-day operations in a fast-paced environment.
Overview
4
4
years of professional experience
Work History
Assistant Manager
The Motley Hotel
Melbourne, VIC
04.2024 - Current
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Established processes for monitoring customer satisfaction levels.
- Coordinated with other departments to ensure smooth flow of operations.
- Supervised daily operations including scheduling shifts, assigning duties.
Duty Manager
View Melbourne Hotel
Melbourne, VIC
03.2023 - 04.2024
- Took care of customer problem escalated by other staff members.
- Handled employee problems in absence of general manager.
- Collaborated with upper management to improve productivity of operations.
Guest Service Agent/Reservation Agent
View Melbourne Hotel
Melbourne, VIC
03.2022 - 02.2023
- Handled payment processing and provided customers with receipts and proper bills and change.
- Responded to guests, including email, telephone and in-person inquiries.
- Managed guest check-in and check-out procedures, reservations and payments.
Call Center Supervisor
Acquire BPO-Covid Hotline
Melbourne, VIC
07.2021 - 03.2022
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
Call Center Agent
Acquire BPO-Covid Hotline
Melbourne, VIC
02.2021 - 06.2021
- Managed high-volume of inbound and outbound customer calls.
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Education
Bachelor of Aviation Management
Swinburne University of Tech
Melbourne, VIC03-2024
McKinnon Secondary College
McKinnon, VIC12.2020
Skills
- Fast learner with an analytical mind and attention to detail
- Committed and dedicated to completing projects
- Presentation and communication skills
- Organized, neat, punctual, and presentable
- Adaptable and flexible to new situations
Languages
English
Native/ Bilingual
Serbian
Native/ Bilingual
Croatian
Native/ Bilingual
Macedonian
Native/ Bilingual
Montenegrin
Native/ Bilingual
Bosnian
Native/ Bilingual
Affiliations
Basketball player
- Played for McKinnon Youth League Basketball Association
- Trained in the state performance program, Basketball Victoria
- Played in domestic and representative competitions for Mckinnon, Sandrigham and Dandenong basketball associations
Timeline
Assistant Manager
The Motley Hotel
04.2024 - Current
Duty Manager
View Melbourne Hotel
03.2023 - 04.2024
Guest Service Agent/Reservation Agent
View Melbourne Hotel
03.2022 - 02.2023
Call Center Supervisor
Acquire BPO-Covid Hotline
07.2021 - 03.2022
Call Center Agent
Acquire BPO-Covid Hotline
02.2021 - 06.2021
Bachelor of Aviation Management
Swinburne University of Tech
McKinnon Secondary College
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