Maria Bogicevic
Massa Lubrense
Summary
Top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Extended experience across different areas ranging from Food and Beverage to Sales and Marketing.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Capitano Ago
02.2023 - 10.2023
- Assisting clients at the check in before their daily boat excursion
- Organizing whatever supplies necessary for the boat one day prior in terms of food and beverage
- Taking payments on the excursion day
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information via emails or phone
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Promptly responded to inquiries and requests from prospective customers and travel operators mainly from UK and USA .
Weddings Department
TUI UK
03.2022 - 10.2022
- Making sure that the documents required are correct and double checking for any discrepancies
- Closely communicating with wedding planner to make sure that wedding operations run smoothly
Language School Owner and Teacher
Helen Doron English
09.2008 - 06.2020
- Managed day-to-day business operations.
- Teaching and organising EU funded English Language PON projects at local public schools
- Acting as a head teacher following a specific programme for kids teens and adults
- Cambridge Exams Preparation
Private Villa Management
Sorrento
03.2015 - 11.2016
- Enhanced guest satisfaction by implementing personalized services and attending to their individual needs.
- Organization of a cooking school classes and making sure that everything runs smoothly
- Translating during a cooking school class and making sure that everyone has fun
- Preparing whatever necessary for the cooking class and communicating with chefs and clients
- Dealing with any possible customer demands and complaints
- Check in and check out service
Holiday Line Customer Support
TUI UK
03.2004 - 10.2008
- Dealing with complaints and everyday call enquiries on a wide range of issues
- Excursion sales over the phone and via emails
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
- Collaborated with cross-functional teams to improve overall product quality and customer experience.
- Established positive relationships with clients through proactive communication and attentive listening skills.
Customer Service Representative
TUI UK
10.2004 - 03.2005
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Selling excursions and welcoming guests at their arrival in the hotel
- Organizing itinerary and closely communicating with the team leader and guests to enhance guest experience
Marketing Assistant
Oxford College Of Arts, Business, And Technology
09.2001 - 03.2004
- Organizing events aimed at potential clients with specific marketing campaigns via phone or emails.
- Enhanced customer engagement with the development of compelling content for email newsletters and blog posts.
- Effectively communicating across all of the departments to make sure we reach the sales target and actively engaging College staff in various events.
Catering Assistant
Magdalen College Oxford University
02.1996 - 02.2001
- Enhanced customer satisfaction by providing exceptional catering services at various events.
- Assisted in the preparation and presentation of food, ensuring high-quality standards were maintained.
- Collaborated with team members to execute seamless catering events for clients.
- Offered excellent customer service, addressing client concerns promptly and professionally.
Education
Bachelor of Arts - Tourism And Travel Management With French Language
Oxford Brookes University
Oxford UK01.2001
Skills
- Excellent communication skills via email or on the phone
- Excellent customer service skills
- Able to work individually or in a group
- Well versed in Microsoft Office
- Quickly adapts to new work environments
personal information
Nationality: Great Britain/ Croatia
Languages
English
Bilingual or Proficient (C2)
Croatian
Bilingual or Proficient (C2)
French
Intermediate (B1)
Italian
Advanced (C1)
Timeline
Customer Service Representative
Capitano Ago
02.2023 - 10.2023
Weddings Department
TUI UK
03.2022 - 10.2022
Private Villa Management
Sorrento
03.2015 - 11.2016
Language School Owner and Teacher
Helen Doron English
09.2008 - 06.2020
Customer Service Representative
TUI UK
10.2004 - 03.2005
Holiday Line Customer Support
TUI UK
03.2004 - 10.2008
Marketing Assistant
Oxford College Of Arts, Business, And Technology
09.2001 - 03.2004
Catering Assistant
Magdalen College Oxford University
02.1996 - 02.2001
Bachelor of Arts - Tourism And Travel Management With French Language
Oxford Brookes University
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