Dušan Panić
CUSTOMER EXPERIENCE SPECIALIST
Valjevo
Summary
Customer Experience & Product Support Specialist with a strong background in client relations and user experience improvement. Experienced in driving product enhancements through client's feedback, supporting cross-functional development teams, and simplifying user's journey with automation and AI tools. My previous roles include Customer Success Consultant at SupportYourApp and leadership position in the hospitality industry, such as Assistant Head Concierge at The Abu Dhabi Edition — where I developed a strong foundation in customer service, communication, and operational efficiency.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Membership Specialist
KOALA Timeshare
Remote
07.2024 - 02.2026
- Establishing and maintaining strong client relationships to enhance customer satisfaction and loyalty
- Conducting orientations and product presentations to familiarize clients with KOALA's offerings
- Analyzing client feedback and pain points to identify improvement areas, providing actionable insights to improve KOALA's products
- Implementing strategies to retain and engage existing clients, focusing on long-term satisfaction and continued partnership
- Providing input to developer team and improving KOALA's website features and it's usability
- Participating in designing intuitive and user-friendly products, services, and interfaces simplifying the customer journey and minimizing friction (Successfully completed automation of onboarding calls and participated in implementing AI pricing wizard)
Customer Success Consultant
SupportYourApp
Remote
01.2022 - 04.2024
- Managed end-to-end booking requests for a luxury short-term rental platform (Airbnb-style), ensuring accurate entry and updates in internal reservation systems
- Assisted guests throughout the customer lifecycle, including inquiries, issue resolution, and guidance through the online check-in process
- Coordinated with third-party booking platforms (e.g. Airbnb, Booking.com) to validate reservations and resolve integration or listing discrepancies
- Delivered onboarding training and knowledge transfer sessions for new team members
- Collected and communicated structured guest feedback to local city host teams to support service quality and operational improvements
Bell Captain
The Abu Dhabi Edition
Abu Dhabi
04.2019 - 01.2022
- Led concierge and bell teams — hiring, training, coaching, and performance-managing staff — to deliver consistent, high-touch guest service
- Managed daily concierge operations, staffing, and workflows to improve responsiveness and operational efficiency
- Coordinated complex guest requests (reservations, transportation, tours, events) and provided personalized recommendations to elevate guest experiences
- Handled guest complaints and escalations with professionalism, executing service recovery to maintain satisfaction and loyalty
- Implemented process and training initiatives to standardize service delivery and reduce operational errors
Bell Captain/Assistant Head Concierge
Radisson Blu Hotel Dubai Waterfront
Dubai
10.2017 - 01.2019
Concierge supervisor
DoubleTree by Hilton Doha Old Town
Doha
01.2017 - 09.2017
Concierge
DoubleTree by Hilton Doha
Doha
04.2015 - 12.2016
Education
Accounting -
High School Of Economics Valjevo
Valjevo06-2011
Skills
- Project Management
- Slack
- Confluence
- Process Improvement
- Stakeholder management
- Delivery & Operations
- Onboarding
Websites
Timeline
Membership Specialist
KOALA Timeshare
07.2024 - 02.2026
Customer Success Consultant
SupportYourApp
01.2022 - 04.2024
Bell Captain
The Abu Dhabi Edition
04.2019 - 01.2022
Bell Captain/Assistant Head Concierge
Radisson Blu Hotel Dubai Waterfront
10.2017 - 01.2019
Concierge supervisor
DoubleTree by Hilton Doha Old Town
01.2017 - 09.2017
Concierge
DoubleTree by Hilton Doha
04.2015 - 12.2016
Accounting -
High School Of Economics Valjevo