Diana Maria Cickovic

• Completed 100%of assigned onboarding tasks monthly, demonstrating commitment to company values, beliefs, goals, and initiatives while promoting an inclusive and diverse onboarding culture.
• Served as company ambassador, consistently presenting positive Princess Cruises image to guests, officers, and teammates.
• Organizes daily HR priorities while balancing confidentiality, responsiveness, and changing operational needs.
• Communicates updates clearly to employees and managers across varied departments and schedules.
• Resolves routine HR issues with a calm, professional approach that supports positive working relationships.
• Assesses employee concerns with discretion and sound judgment before escalating matters as needed.
• Coordinates communication between shipboard teams and shoreside HR to keep cases moving efficiently.
• Maintains accurate records for employee relations, performance management, and policy-related follow-up.
• Served as shipboard liaison, managing employee relations matters between shipboard teammates, officers, management, fleet HR, and shoreside HR teams.
• Provided prompt, accurate guidance to all levels of management on human resources-related policies and procedures.
• Effectively and confidentially manages harassment, discrimination, and conduct allegations, ensuring prompt, thorough investigations as appropriate.
• Effectively implements all new HR policies and provides ongoing support for evolving company initiatives to align with business goals, company vision, and strategic priorities.
• Coached shipboard management on fair and consistent performance management processes.
• Effectively oversees the administration of the shipboard performance management system and processes, providing support for all users, coaching, and training Supervisors on how to maximize the performance of their team.
• Served as subject matter expert for MLC 2006 monitoring compliance for vessel operations, leading regular audits and inspections and reporting findings to shoreside office.
• Managed employee relations cases, resolving conflicts while ensuring compliance with company policies.
• Administered performance management activities, supporting corrective action and documentation accuracy.
• Facilitated training programs, reinforcing policy adherence and leadership development.
• Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.

• Coached and monitored team agents to maintain project quality and KPI targets.
• Conducted agent and team performance analysis using custom quality scorecards.
• Provided ongoing coaching and feedback sessions to improve agent performance and results.
• Monitored agent performance, identified root causes, and developed improvement plans for targets and quality.
• Communicated with team leader and management regarding team agent performance updates.
• Managed weekly client meetings and discussed quality measurements.
• Managed compliance with company rules and procedures for security standards and data protection.
• Monitored interactions for quality adherence, using scorecards and established evaluation criteria.
• Reviewed customer contacts to identify compliance gaps and support corrective actions.

• Conducts and deliver training sessions for New Hires
• Support and mentor the New Hires while in training session
• Communicating with Managers about the New Hires performance
• Delivered onboarding sessions covering workflows, quality standards, and customer service expectations.
• Adapted training materials to support diverse learner needs and performance levels.
• Monitored trainee progress and reinforced correct procedures through targeted coaching.
• Facilitated classroom and hands-on practice for operational tools and systems.
• Documented attendance, completion status, and training outcomes for reporting accuracy.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Provided one-on-one mentoring to help individuals reach their full potential within the organization.

HUMAN RESOURCES MANAGER

KEY RESPONSIBILITIES

- Employee Development: Provided coaching, training, and professional development opportunities to enhance employee skills, knowledge, performance, and career advancement.

- Recruitment and Selection: Coordinated recruitment, selection, and onboarding processes, ensuring effective staffing and the selection of qualified candidates.

- Employee Relations: Promoted positive workplace relationships, facilitated communication between employees and management, and managed conflict resolution with professionalism and fairness.

- HR Compliance and Policies: Ensured compliance with company policies, internal procedures, and applicable labor laws. Contributed to the development and implementation of HR policies and procedures.

- Performance Management: Supported employee performance reviews, workforce planning, and initiatives designed to improve productivity, engagement, and organizational effectiveness.

- Management Advisory: Advised senior management on employee relations, disciplinary matters, workforce decisions, and HR strategies aligned with organizational objectives.

- Disciplinary Procedures and Investigations: Assisted in disciplinary processes, conducted internal investigations, and addressed employee concerns with confidentiality, fairness, and transparency.

- Employee Engagement and Motivation: Developed and supported initiatives to improve employee satisfaction, motivation, retention, and workplace morale through recognition programs, incentives, and constructive feedback.

- Training and Development: Organized and delivered staff orientation, employee training, and supervisor development programs covering recruitment procedures, attendance management, and personnel documentation.

- HR Administration and Documentation: Maintained accurate and confidential employee records, employment contracts, benefits documentation, and personnel files in accordance with applicable legal requirements.

- Organizational Development: Contributed to the improvement of HR processes, internal procedures, and operational practices to enhance efficiency, service quality, and organizational growth.

- Communication and Collaboration: Maintained effective communication with senior leadership and facilitated employee engagement through town hall meetings, roundtable discussions, and collaborative initiatives.

- Benefits and Employee Support: Addressed employee inquiries regarding benefits, employment contracts, workplace policies, and HR documentation, ensuring timely and professional support.

- Continuous Improvement: Evaluated recruitment, onboarding, and employee development processes and presented recommendations to senior management to strengthen HR effectiveness and organizational performance.

• Organizing, directing, and supporting entertaining and educational youth activity program for youth ages 3-17 in line with company policy and guidelines.
• Supervising, motivating, coaching, and training youth counselors team.
• Serving as role model for leadership, friendliness, diplomacy, honesty, fair play, sportsmanship, and open-mindedness.
• Guiding, coaching, and training youth counselors with focus on developing skills for promotions.
• Liaising with head office regarding contracts, travel, and development opportunities for youth counselors.
• Serving as master of ceremonies for all youth events.
• Overseeing maintenance, care, and inventory of equipment, supplies, and facilities.
• Planning and implementing special events for large youth groups and parents, including Easter, Halloween, Christmas, and other events.
• Working with other departments to provide new and exciting experiences for children and parents.
• Participating in workplace safety group meetings.
• Monitoring Kronos time cards, staff payroll administration, and POS payroll systems.

• Organizing and directing an entertaining and educational Youth Activity Program while implementing new programs and youth activities for children ages 3-17
• Providing safe and constant supervision
• Serving as Master of Ceremonies for children’s events
• Maintenance and inventory of all equipment
• Assisting Youth Manager with hard check charges and Embarkation Duties for Youth Program

• Monitored human resources activities and completed final interviews for potential candidates
• Coordinated front office, housekeeping, and maintenance teams to maintain smooth daily hotel operations.
• Monitored guest satisfaction issues and resolved service concerns promptly to support positive stay experiences.
• Assisted with staff scheduling, shift coverage, and workload balancing during peak occupancy periods.
• Reviewed room availability, reservations, and arrivals to support accurate occupancy management.
• Supported training of front desk staff on service standards, booking procedures, and guest communication.
• Prepared daily operational reports and communicated key updates to management for informed decision-making.
• Enforced hotel policies, safety procedures, and cleanliness standards across guest service areas.
• Coordinated with vendors and internal departments to address maintenance requests and service needs efficiently.
• Conducted regular inspections of facilities to identify areas in need of maintenance or improvement.
• Facilitated open lines of communication between staff members across various departments for smooth collaboration.
• Coordinated events and conferences, ensuring smooth execution of all logistical aspects.
• Maintained high standards of cleanliness throughout the property by enforcing strict housekeeping procedures.
• Ensured compliance with local regulations and industry best practices regarding health, safety, and accessibility standards.