Lidija Vujosevic
Queens,NY
Summary
Currently employed as a Customer Success Supervisor versed in applying conflict resolution strategies to escalated customer complaints in a very dynamic transportation industry (moving and storage) in NY and leading a big team of people. Demonstrated success leading financial systems and programs. Well-organized, proactive and adaptable to dynamic conditions. Forward-thinking, with extensive knowledge of customer relations, moving services industry as well as all areas of high-end, luxury hospitality and tourism. Always dedicated to efficient conflict resolution and excellent level of service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Supervisor
Piece Of Cake Moving & Storage LLC
New York, New York
04.2020 - Current
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Managed department call volume of cca 100 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Submitted weekly and monthly reports to HOD and CEO to showcase the volume of customer claims, resolution suggestions, claim settlement amounts and other internal statistics including the effect of each claim on the HR payroll deductions to the responsible parties.
- Managed high volume of on-site and immediate customer complains in accordance to the company's policies and procedures, with a goal to improve client's experience and maximize their overall satisfaction with the overall service.
- Contributed largely in the process and setting up business Terms and Conditions and the contract details in order to minimize possibility of scam or unlawful claims and closely define all aspects of service
- Managing and set up of the Referral Program thorough CRM system in connection to the company's official website
Operations Manager
Montenegro In Style DMC (Dest. Mng. Company)
Tivat, Montenegro
02.2019 - 09.2019
- Managed the acquisition of new supplier contacts and maintaining the existing supplies data base and relationship to insure up to date and best offers and best deals and service quality in all aspect of business.
- Crafting customized proposals for all the incoming inquires from all over the world (primarily MICE and conference tourism) by offering best prices and competitive offers for all the services inquired by the client.
- Managing booking and special requests (accommodation, airport and other transfers, tours, meals/restaurants, sightseeing/excursions, equipment and conference hauls requests, all on site urgent requests.
- Office management duties (phone calls, e-mails, scheduling meetings and proper filling and archiving of all the office documents/invoices etc.).
- Coordinating and managing the complete itinerary and logistics of the incoming group visit (from arrival/departure to/from the airport, transfer to/from the hotels, meals, tours, conferences/meetings, all the last minute request for changes as requested by the client company).
- Coordination of proper and timely invoicing procedure based on the service rendered to the customer and service provided by the supplier (keeping track of all the expenses and revenues for accounting purposes).
Accounts Receivable and Homeowner's Accounting
Regent Porto Montenegro Hotel
Tivat, New York
05.2014 - 08.2018
- Collected, compiled and analyzed data to prepare customer invoices per contractual requirements.
- Prepared spreadsheets using formulas, V-lookup and other intermediate and advanced Microsoft Excel skills.
- Leveraged accounting and finance experiences and expertise to identify, propose and implement automated solutions and reduce manual processes.
- Analyzed aging reports for hotels customers and hotel's homeowners to identify trends and patterns causing missed collections.
- Posted cash receipts to customer accounts to maintain current and accurate account balances.
- Developed professional relationships with internal and external clients to encourage open communication and feedback.
- Contacted internal and external customers to obtain documentation to support invoices and claims.
- Identified, recommended and executed opportunities to enhance accounts receivable and billing processes to meet finance requirements.
- Liaised cross-functionally with Sales, HR and Operational Departments to resolve changes or modifications to revenue recognition or invoicing process.
- Based on reports received from relevant departments, managed drafting of quarterly statements and invoices for hotel's homeowners.
- Using of the following hotel and customer management platforms and system: Sales force, OPERA Hotel Management Software, SUN Accounting System.
- Managing collection of hotel's homeowner's debts, arranging payments in case of earned credit through rental revenue in the form of offsetting pending AR/AP balances
- Resolve collections by examining customer payment plans, payment history, credit line; coordinating contact with outsourced collections agencies and those involved in contracting and negotiation process.
- Revision and review of all contacts and negotiated terms with travel agents, whole sellers, corporate clients, etc. in coordination with Hotel's Sales and Marketing Team.
- Office management including proper archiving and filing of the invoices, contract and other relevant documentation.
- Attending meetings in order to improve the overall process, flow of information and identify the areas for improvement/change.
Education
Bachelor of Science - Finance
University of Montenegro/ Faculty of Economics
Podgorica, Montenegro06-2012
Skills
- Client service optimization
- Staff mentoring & leadership
- Business Development
- Inter-department collaboration
- Computer skills
- CRM, OPERA, INFOR SUN SYSTEMS, MICROS FIDELIO, SALES FORCE
- Communication
- Event organization
Certification
Member of the American Corner in Podgorica and a non-profit organization ''Association for Democratic Prosperity - Zid''
Opera Property Management System certificate
Certificate from Atria group for the completion of ''Persuasive communicator'' training
Certificate for the successful completion of an internship in Societe Generale Bank Montenegro organised by the American Chamber of Commerce in Montenegro
Accomplishments
- Nomination for the ''Employee of the Year 2017'' award in Regent Porto Montenegro Hotel.
- Part-time contributor and editor for an online fashion magazine www.fashionela.net, where I did a few blog posts in English.
Timeline
Customer Success Supervisor
Piece Of Cake Moving & Storage LLC
04.2020 - Current
Operations Manager
Montenegro In Style DMC (Dest. Mng. Company)
02.2019 - 09.2019
Accounts Receivable and Homeowner's Accounting
Regent Porto Montenegro Hotel
05.2014 - 08.2018
Bachelor of Science - Finance
University of Montenegro/ Faculty of Economics
Member of the American Corner in Podgorica and a non-profit organization ''Association for Democratic Prosperity - Zid''
Opera Property Management System certificate
Certificate from Atria group for the completion of ''Persuasive communicator'' training
Certificate for the successful completion of an internship in Societe Generale Bank Montenegro organised by the American Chamber of Commerce in Montenegro
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