Ivana Cerovic
Doha,Qatar
Summary
Organised Team Leader with over 10 years of experience. Builds positive rapport, inspires trust and guides teams to achieve organisational goals. Strong facilitator, trainer and mentor. People-orientated, successful in delivering revenue and strategic initiatives. Aligns workplace culture with organisation mission and values. Diplomatic individual with strong leadership and decision making skills. Enthusiastic professional eager to contribute to team success through hard work, attention to detail and excellent organizational skills.
Overview
7
7
years of professional experience
1
1
Certificate
Work history
Senior Team Leader
Qatar Airways
Doha, Qatar
10.2017 - Current
- Provided ongoing coaching and mentorship to team members to maintain business standards.
- Attended every 6 months training sessions to keep up-to-date on latest domestic and international trends.
- Fostered positive employee relationships through communication, training and coaching.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Promoted professionalism and effective communication among staff to develop productive relationships.
- Set clear team goals and delegated tasks and set deadlines.
- Supervised staff operations, spotting ineffective procedures and managing change.
- Assisted Human Factors department to establish training programs that continuously improved team members performance.
- Maintained excellent clients satisfaction by managing complaints calmly, professionally and in-line with company policies.
- Drove consistent commitment to clients safety and comfort, cooperating with outside agencies to address relevant issues and improve technical installations.
- Expertly coordinated and managed teams of 10 and more team members.
Instructor/Examiner
Qatar Airways
Doha, Qatar
11.2016 - Current
- Active involvement in evaluation of current training programs and advised on potential improvements, through trainees feedback.
- Defined varying adult learning styles such as kinesthetic and audio/visual and tailored course delivery to meet trainee needs.
- Facilitated interaction and engagement through group activities and case studies for groups of up to 30 participants.
- Explained and demonstrated appropriate execution of safety procedures and protocols, through industry and personal examples.
- Performed different training courses to over 100 of trainees over 6 years.
- Used extensive practical experience with exceptional communication skills to deliver professional, engaging training sessions, achieving trainees perspective changes when facing with critical situations.
- Tracked and assessed trainee performance through TTTC courses, addressing gaps in understanding through discussions and laying out plan for improvements.
- Organized and conducted fair and official on-site examinations in last 3 years.
- Managed behavioural issues through active listening and open communication, with utilization of soft skills techniques.
Education
Diploma of Higher Education - Communication
The Faculty of Media And Communications
Belgrade, Serbia09.2012
Skills
- Team management
- Complaint management
- Training and development
- Conflict management
- Invigilating
- Training delivery
- Human Factors
Languages
English
Proficient
C2
Spanish
Advanced
C1
French
Upper intermediate
B2
Certification
- Senior Leadership Excellence Program, Cabin Services, Qatar Airways - October 2023
- Fatigue Risk Management Train the Trainer for Qatar Airways' CRMIs Training - October 2022
- Certified Human Performance and Limitations Trainer, Qatar Airways Flight Operations training - June 2022
- Certified Crew Resource Management Train the Trainer Qualification Course Instructor, Qatar Airways Flight Operations training - February 2022
- Crew Resource Management Examiner Course - July 2021
- Crew Resource Management Train the Trainer Course - November 2016
- Human Performance and Limitations Training - November 2016
- WSET Level 1 Award in Wines (QCF), A Division of the Wine & Spirit Education Trust Limited - February 2016
- Cultural Intelligence Course, Cabin Services department, Qatar Airways - June 2018
- Customer First Workshop, Customer Services department, Qatar Airways - February 2018
- Leadership Excellence Program, Cabin Services, Qatar Airways - September 2017
- Premium Service Excellence Program, Certificate of Achievement, Qatar Airways - June 2014
- Responsible Service of Alcohol training course, Qatar Airways - March 2013
- SEP & Service Excellence Program, Qatar Airways - March 2012
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Quote
Growth demands a temporary surrender of security.
Gail Sheehy
Timeline
Senior Team Leader
Qatar Airways
10.2017 - Current
Instructor/Examiner
Qatar Airways
11.2016 - Current
Diploma of Higher Education - Communication
The Faculty of Media And Communications
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