Summary
Overview
Work History
Education
Skills
Timeline
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Ivana Doda

Assistant Shore Excursions Manager
Kotor,Montenegro

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

9
9
years of professional experience
5
5
years of post-secondary education
4
4
Languages

Work History

Assistant Shore Excursions Manager

Royal Caribbean Cruise Line
Miami, FL
06.2018 - Current
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Created promotional materials to increase visibility and attract larger market share.
  • Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
  • Promoted dedicated customer service and support by promptly resolving customer complaints.
  • Generated travel-related reports for clients to facilitate decision-making.
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.
  • Developed process improvements and long-term business strategies through analysis of customer feedback.
  • Assisted clients with excursion changes and cancellations to minimize travel disruptions.
  • Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
  • Helped customers with passport and visa applications.
  • Administered customer surveys to measure satisfaction with services and better understand desires and expectations.
  • Filmed promotional video material presenting the itineraries around the world
  • Holding public presentations promoting excursion options
  • Training the staff in financial reporting
  • Creating invoices and daily reports
  • Communicating with the operators throughout the world arranging all the necessary logistics in their ports of call

Shop Manager

Montenegro Duty Free
Tivat, Montenegro
01.2021 - 07.2021
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Kept orderly and accurate accounting records by monitoring sales documentation.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Established objectives to offer team members clear roadmap to help company achieve overall goals.
  • Monitored and analyzed sales reports to identify opportunities for growth.
  • Implemented store policies and procedures to remain compliant with corporate guidelines.
  • Maintained safe working environment by enforcing adherence to safety and security protocols.
  • Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Created employee schedules to align coverage with forecasted demands.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Assisted in recruiting, hiring and training of team members.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Trained new employees on proper protocols and customer service standards.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reported issues to higher management with great detail.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.

Tour Operations Manager

Montenegro Shorex
Kotor, Montenegro
01.2017 - 06.2018
  • Built personal relationships with guests to promote positive experiences.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Assisted in recruiting, hiring and training of team members.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Reported issues to higher management with great detail.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Collected and deposited payments from guests.
  • Daily financial reporting
  • Daily communication with the shipboard staff
  • Arranging the logistics in port
  • Scheduling guides & drivers
  • Ordering uniforms


Tour Operator

Kotor Open Tour
Kotor, Montenengro
03.2015 - 01.2018
  • Built personal relationships with guests to promote positive experiences.
  • Guided groups of up to 40 people on scheduled tours.
  • Researched information on Boka Bay and town of Kotor to provide accurate, detailed tours.
  • Collected and deposited payments from guests.
  • Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
  • Provided information on various sites throughout area, relaying little-known stories to provide interest.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Worked well in a team setting, providing support and guidance.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Self-motivated, with a strong sense of personal responsibility.
  • Learned and adapted quickly to new technology and software applications.
  • Developed strong organizational and communication skills through coursework and volunteer activities.

Education

BBA - Marketing, Social Media & Public Relations

Doba Business School
Maribor, Slovenia
02.2022 - Current

High School Diploma -

High Music School ''Vida Matjan''
Kotor, Montenegro
09.2007 - 07.2011

Skills

    Itineraries ( Alaska,Caribbean,Panama Canal & Europe)

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Timeline

BBA - Marketing, Social Media & Public Relations

Doba Business School
02.2022 - Current

Shop Manager

Montenegro Duty Free
01.2021 - 07.2021

Assistant Shore Excursions Manager

Royal Caribbean Cruise Line
06.2018 - Current

Tour Operations Manager

Montenegro Shorex
01.2017 - 06.2018

Tour Operator

Kotor Open Tour
03.2015 - 01.2018

High School Diploma -

High Music School ''Vida Matjan''
09.2007 - 07.2011

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Ivana DodaAssistant Shore Excursions Manager