Rosana Durkin Kapetanovic
Operations and Process Improvement Specialist
Dubai
Summary
Operations, Procurement, and CRM Specialist with over 10 years of experience improving processes, managing complex workflows, and leading operational strategies across logistics, procurement, and internal systems. Known for building scalable solutions, improving efficiency, and aligning operations with business goals.
Experienced in vendor management, CRM implementation, team coordination, and business transformation across high pressure industries. A former business owner with a practical mindset, strong communication skills, and a consistent track record of delivering results in fast paced environments.
Overview
11
11
years of professional experience
13
13
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Sales Operations & CRM Lead
ATB
10.2024 - Current
- Led the implementation of a company wide CRM system, transforming a fragmented database into a centralized platform for sales performance tracking, client engagement, and reporting.
- Streamlined sales operations across regional teams by developing standardized workflows and aligning CRM tools with business objectives.
- Collaborated cross functionally with management, technical teams, and sales to support process improvements, documentation, and performance tracking.
- Developed dashboards and reporting mechanisms to enhance visibility into pipeline health, KPIs, and forecasting accuracy.
- Played a key role in change management during system rollout, ensuring adoption through training, support, and user centric documentation.
Senior Flight Assistant
Emirates Airline
04.2022 - 09.2024
- Delivered operational support to ensure safety, efficiency, and compliance across international flight routes, adhering to strict aviation standards and protocols.
• Coordinated closely with teams including flight crew, ground operations, and air traffic control to resolve real-time challenges calmly and professionally.
• Applied structured decision making in dynamic environments, addressing disruptions such as delays, diversions, and onboard incidents with composure and accountability.
• Maintained accurate flight logs and documentation, ensuring clear communication and regulatory adherence.
• Strengthened team performance and service delivery through leadership, mentorship, and by modeling attention to detail and high operational standards.
Head of Operations
Caffee Donkey Hot
01.2020 - 04.2022
- Built and led all aspects of business operations, from vendor management and procurement to staffing, customer experience, and financial oversight.
- Designed and implemented end-to-end operational frameworks, including inventory control, cost tracking, and supplier performance systems, resulting in consistent quality and cost efficiency.
- Negotiated vendor contracts and established streamlined procurement processes, improving service reliability and reducing stockouts.
- Recruited, trained, and managed a team, fostering a collaborative culture while ensuring high performance in a fast paced environment.
- Oversaw P&L, budgeting, and financial controls, aligning daily operations with long-term growth targets and sustainability goals.
- Introduced process improvements that optimized workflow, enhanced service delivery, and boosted customer retention.
Senior Procurement Specialist
Radin
10.2017 - 01.2020
- Led procurement strategy and daily sourcing operations while ensuring consistent product availability, cost efficiency, and supplier performance
- Negotiated long term vendor agreements and introduced process improvements that reduced costs and improved delivery timelines
- Worked closely with logistics, finance, and commercial teams to align procurement with operational needs and avoid stock issues
- Created procurement reports for cost analysis, contract performance, and supplier evaluations to support informed decision making
- Streamlined supplier management processes and implemented tracking tools to consolidate contracts and improve overall efficiency
Customs Specialist
Legenda Promet
07.2015 - 10.2017
- Oversaw daily production planning and scheduling to ensure alignment with client orders and delivery timelines
- Managed documentation and customs compliance for all international shipments, supporting smooth import and export operations
- Coordinated closely with freight forwarders, suppliers, and warehouse teams to track shipments and resolve any transport delays
- Maintained accurate records for inventory, regulatory reporting, and invoicing to meet operational and legal requirements
- Supported continuous improvement by identifying inefficiencies in production and logistics workflows and contributing to process enhancements
Agent
Allianz Zagrab
05.2014 - 06.2015
- Delivered insurance consultations and sold policies to individual and business clients based on their financial and coverage needs
- Handled policy documentation, application reviews, and contract preparation with full ownership of client files
- Maintained strong client relationships through direct communication, follow ups, and post sale support.
- Coordinated with internal departments to resolve claims, manage renewals, and ensure timely delivery of policy documents
- Developed a strong foundation in financial services, compliance procedures, and regulated client communication
Education
Diploma - Marketing
Experta Zagreb
Zagreb, Croatia01-2014
Graduate Diploma -
Tourism & Hotel Management
Krapina, CroatiaBacc. PR & Social Responsibility - Business
DOBA 35
Slovenia, EU 04.2001 -
Skills
* Operations Management
* Procurement and Vendor Negotiation
* CRM Systems (Zoho, Salesforce)
* Workflow and Process Optimization
* Business Process Improvement
* Performance Tracking and Reporting
* Inventory and Stock Control
* Logistics and Supply Coordination
* Compliance and Documentation Management
* Stakeholder Communication
* Team Training and Leadership
* Decision Making in High Pressure Environments
Certification
MBA in Management & Leadership
Timeline
MBA in Management & Leadership
02-2025
Sales Operations & CRM Lead
ATB
10.2024 - Current
Senior Flight Assistant
Emirates Airline
04.2022 - 09.2024
Head of Operations
Caffee Donkey Hot
01.2020 - 04.2022
Senior Procurement Specialist
Radin
10.2017 - 01.2020
Customs Specialist
Legenda Promet
07.2015 - 10.2017
Agent
Allianz Zagrab
05.2014 - 06.2015
Bacc. PR & Social Responsibility - Business
DOBA 35
04.2001 -
Diploma - Marketing
Experta Zagreb
Graduate Diploma -
Tourism & Hotel Management
Similar Profiles
Jason CyrJason Cyr
Software Developer at ATBSoftware Developer at ATB
Jessica SagguJessica Saggu
Everyday Banking Advisor 2 at ATBEveryday Banking Advisor 2 at ATB
Mary LakeMary Lake
Personal Banking Specialist at ATBPersonal Banking Specialist at ATB