Ognjen Zarubica
Belgrade
Summary
Dynamic and highly organized professional with 12 years of experience in Sales, Customer Service, and Accounting, both on land and aboard royal-class cruise ships within multicultural environments. Proven leader, motivator, and problem solver committed to achieving team objectives. Known for taking ownership in challenging situations and ensuring timely, accurate resolutions through persistent follow-up. Friendly, enthusiastic, and consistently positive, creating a strong professional impression from first to last interaction. Self-motivated with excellent communication skills and ready to embrace roles with greater responsibility.
Overview
25
25
years of professional experience
Work History
Guest Services Manager /Senior Finance Manager
Princess Cruises Lines
07.2021 - Current
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Created an open communication environment within the team that encouraged idea-sharing and fostered collaboration among colleagues for continuous improvement efforts.
- Conducted regular staff training sessions on customer service standards and company policies, promoting a consistent level of service across the team.
- Assisted with revenue management tasks, contributing to the achievement of budgeted targets.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Trained new and existing staff members in various financial procedures to prepare for job requirements.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Monitored budget and revenue trends, compiling reports for company leadership to inform decision-making.
Customer and Tech. Support
ShowingTime RE
08.2020 - 06.2021
- Customer and Tech. support for the residential real estate industry in US and Canada. Identifying customer needs and delivering effective solutions to all problems
- Creating simplest ways for real estate professionals to connect with buyers and sellers providing through the team work quality care for ultimate customer satisfaction.
Guest Services Supervisor and Night Manager
Princess Cruises
03.2018 - 06.2020
- Manage and adjust the labor and staff requirements so that all the daily activities are executed in an appropriate manner
- Monitoring the team’s performance
- Oversee and assist the staff members in providing great customer service and to resolve the customer complaints as well as attend to their special requests.
- Training new employees in the company’s guest services policies, procedures, and best practices.
- Conducting performance evaluations that are timely and constructive.
- Responsible for financial aspects, performing night audits, oversee receivable accounts, preparing revenue reports, daily cash reports and credit limits
- Direct assistance to the Guest Services Manager
Assistant Administration Officer and Assistant Crew Manager
Princess Cruises
01.2017 - 02.2018
- Preparing necessary crew documentation for ship’s arrival and departure in different world cruise ports.
- Organizing embarkation and disembarkation for crew members and providing assistance to the Administration Officer regarding guests movement.
- Cooperate with immigration officials and port agents regarding all requirements that must be submitted in worldwide cruise ports.
- Controlling and maintaining crew documents such as passports, visas, contracts, medical safety certificates and flight details.
- Financial operations such as money handling, accounting and creating financial reports.
Guest Services Agent
Princess Cruises
04.2015 - 01.2017
- Providing positive impression to every guest onboard
- Involved in resolving customer billing issues and general concerns.
- Working in multi national environment
- Impact the company’s bottom line by problem solving and turning challenging clients into repeat customers.
Sales Manager
Alca Trading Company
03.2010 - 04.2014
- Leading, managing and guiding sales team for electronic brands LG, Philips, Panasonic and Hyundai. Negotiating and cooperating with vendors in Europe and Asia and retail chains in Serbia.
- Monitor customer preferences to determine focus of sales efforts
- Determine annual unit and gross profit plans.
- Establish selling prices by monitor costs and competition
Category Manager
Delta Company
03.2006 - 12.2009
- Category Manager for electronics in retail chains of Delta Company (Tempo, Maxi)
- Responsible for the pricing and overall promotion of products
- Establish relationship with vendors in understanding consumer needs and retail environment.
- Development of long term strategies for product categories
- Responsible for orders and positioning of product categories
- Developing exit strategies for unsuccessful products.
Volleyball Player
VC Partizan
03.2000 - 11.2005
- Professional sport career
- Developing team work skills and competition desire
Education
Bachelor -
University of International Business and Economics
10.2007
High School Diploma - undefined
Zemun Gymnasium
06.2003
Skills
- Customer Service
- Teamwork and leadership
- Decision-making
- Staff training and development
- Team management
- Problem Solving
- Ability to Work Under Pressure
- Organizational skills
- Multitasking
- Financial monitoring
Languages
English
Professional Working
Spanish
Elementary
Timeline
Guest Services Manager /Senior Finance Manager
Princess Cruises Lines
07.2021 - Current
Customer and Tech. Support
ShowingTime RE
08.2020 - 06.2021
Guest Services Supervisor and Night Manager
Princess Cruises
03.2018 - 06.2020
Assistant Administration Officer and Assistant Crew Manager
Princess Cruises
01.2017 - 02.2018
Guest Services Agent
Princess Cruises
04.2015 - 01.2017
Sales Manager
Alca Trading Company
03.2010 - 04.2014
Category Manager
Delta Company
03.2006 - 12.2009
Volleyball Player
VC Partizan
03.2000 - 11.2005
High School Diploma - undefined
Zemun Gymnasium
Bachelor -
University of International Business and Economics
Hobbies and Interests
Aviation. Researching all related to the airplanes and flying. Lego Toys collector - developing creativity through this hobby.
Similar Profiles
Dennis MwangiDennis Mwangi
1 Commis Chef at Princess Cruises Lines1 Commis Chef at Princess Cruises Lines
Khaled MostafaKhaled Mostafa
Senior Sales Representative at Princess Cruises LinesSenior Sales Representative at Princess Cruises Lines
ANDREW CHIDZIYAANDREW CHIDZIYA
Restaurant Manager at Princess Cruises LinesRestaurant Manager at Princess Cruises Lines
Miljan RadunovicMiljan Radunovic
SOLUTION ENGINEER at SIEMENS ENERGYSOLUTION ENGINEER at SIEMENS ENERGY
Danijel RnićDanijel Rnić
Deployment Coordinator at NCR VoyixDeployment Coordinator at NCR Voyix