PREDRAG SMILJANIC
Airport Duty Supervisor
Abu Dhabi,UAE
Summary
Airport Duty Supervisor (Qatar Airways)
Experienced Customer Service Representative with a demonstrated history of working in the airlines/aviation industry. Skilled in Negotiation, Operations Management, Sales, Management, and Teamwork. Strong support professional with a Bachelor of Applied Science (BASC) focused in Banking, Corporate and Finance from Belgrade Business University. Talented at maintaining guest satisfaction, resulting in customer retention and loyalty as well as increased revenue. Dynamic leader with expertise in motivating staff to exercise excellent judgment when providing superior service.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Airport Operations Supervisor
Qatar Airways
Abu Dhabi, United Arab Emirates
05.2022 - Current
- Conducted departure and arrival briefings.
- Maintained flight and events logs, aircrew flying records and flight operations records of incoming and outgoing flights.
- Collaborated with maintenance crews and air traffic control to resolve problems and facilitate seamless operations.
- Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
- Spearheaded personnel safety initiatives to foster safe operating environment for all aircraft operations.
- Participated in team-building activities to enhance working relationships.
Team Leader Terminal- Flight Editing Officer
Etihad Airways Airport Services
Abu Dhabi, UAE
10.2020 - 03.2022
- Coordinate execution of daily activities to ensure they are compliant with internal procedures and best practices to meet company standards.
- Liaise with internal/external teams to ensure enquires are managed on time and in complete manner.
- Plan, coordinate and supervise the execution of special services and/or the resolution of critical enquires/complaints to ensure customer needs are meet.
- Develop and update time schedules and shifts to ensure sooth execution of operations and compliance with internal procedures.
- Manage performance of the team and 3rd party providers, if the relevant, to ensure achievement of operational KPIs according to SLA’s.
- Collect, review and consolidate indicators on daily operations to timely identify and suggest areas of improvement.
- Implement and monitor best practices over a wide range of assigned and emerging operations to ensure daily operations are executed effectively and eventual sales targets are reached.
- Monitor and report on team performance to ensure proper tracking of results, achievements.
- Complete and document coaching and develop sessions to ensure team is constantly developed.
- Maintained excellent attendance record, consistently arriving to work on time.
Customer Service Team Leader
Etihad Airways
Abu Dhabi, UAE
01.2014 - 10.2020
- Created and enforced new procedures, resulting in improved customer service and problem resolution.
- Resolved problems using tact and diplomacy by calmly communicating directly with customers or employees.
- Improved customer service ratings and accurately solved problems using active listening and customer service skills.
- Led team meetings to address concerns and inform employees of new policies and procedures.
- Monitored staff members' time and attendance to correct issues and provide accurate timesheet information for payroll processing.
- Evaluated team by reviewing customer feedback and key performance indicators.
Front Desk Team Leader
Park Rotana
08.2012 - 12.2013
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Greeted guests upon arrival and offered assistance.
- Recommended hotel services or amenities that guest may find useful.
- Maintained consistent positive customer feedback.
Finance/ Accounts payable
Hram
07.2011 - 07.2012
- Applied best practices to align accounting processes with current laws and regulations.
- Applied understanding of tax code to conduct financial reviews and prepare documentation for external auditors.
- Maintained journal entries to track and analyze credit and debit transactions.
- Evaluated office processes, making suggestions to improve efficiency.
Graduate
Raiffeisen Bank Cacak
01.2010 - 06.2011
- Getting basic knowledge about banking system in Serbia.
- Making daily end of shift reports.
- Analyzed customer profiles to identify appropriate products and provide value added approaches to client issues.
- Identifies and capitalized on community business opportunities with effective networking.
- Engaged employees in business process with positive motivation techniques.
Education
High School Diploma -
High School OfEconomics
Gornji Milanovac 01.1999 - 01.2003
Bachelor Degree - Belgrade
Belgrade BusinessUniversity of Applied Sciences
Belgrade Business School 01.2007 - 01.2010
Skills
Effective team leader
undefinedTimeline
Airport Operations Supervisor
Qatar Airways
05.2022 - Current
Team Leader Terminal- Flight Editing Officer
Etihad Airways Airport Services
10.2020 - 03.2022
Customer Service Team Leader
Etihad Airways
01.2014 - 10.2020
Front Desk Team Leader
Park Rotana
08.2012 - 12.2013
Finance/ Accounts payable
Hram
07.2011 - 07.2012
Graduate
Raiffeisen Bank Cacak
01.2010 - 06.2011
Bachelor Degree - Belgrade
Belgrade BusinessUniversity of Applied Sciences
01.2007 - 01.2010
High School Diploma -
High School OfEconomics
01.1999 - 01.2003
Similar Profiles
Edward EnriquezEdward Enriquez
Head of Cabin Appearance at Qatar Aviation Services / Qatar AirwaysHead of Cabin Appearance at Qatar Aviation Services / Qatar Airways
Balwin KaurBalwin Kaur
Sales Assistant at Qatar Duty Free (Qatar Airways)Sales Assistant at Qatar Duty Free (Qatar Airways)
Mobin Ali TuriMobin Ali Turi
Cargo Service Agent (Dangerous Goods Agent) at Qatar Aviation Service (Qatar Airways Group)Cargo Service Agent (Dangerous Goods Agent) at Qatar Aviation Service (Qatar Airways Group)
June NjeruJune Njeru
Senior Sales Assistant- Travel Retail at Qatar Airways (Qatar Duty Free)Senior Sales Assistant- Travel Retail at Qatar Airways (Qatar Duty Free)
Chaimae GuiriouiniChaimae Guiriouini
Sales Associate at Oscar Clothing StoreSales Associate at Oscar Clothing Store