Nikola Knezevic
Email:-| LinkedIn: https://www.linkedin.com/in/nikola-k-/
Skills:
Incident and Claim Investigation,
Legal Document Preparation,
International Business Acumen,
Conflict Resolution, Cold Calls,
Cost Control, Customer
Retention, Direct Sales,
Negotiation, Cross-Cultural
Customer Service, Multimedia
Communication, Customer
Insight, Needs Assessment,
Payment and Documentation
Handling, Sales and Upselling,
Building Repeat Business,
Request Fulfillment, Senior and
Junior Team Management,
Change Management and
Motivation, Responding to
Deadlines, Complaint Resolution,
Report Generation, Managing
Product and Operational
Suggestions, Process Screening,
Data Collection, Anticipating
Client Needs, Service Result
Anticipation, Performance
Monitoring and Management,
Coaching, Process Improvement,
Cost Reduction, Project
Development and Project
Presentation, STCW and C1/D.
About Me: With a rich and diverse career spanning boutique hotels, premium
airlines, private yachts, and SaaS companies, I am a versatile professional
known for serving as the initial and final point of contact, anticipating and
fulfilling client needs with precision and thoughtfulness. My background
includes catering to high-profile individuals, and showcasing strong problemsolving and relationship management skills. In leadership roles, I've fostered
cooperation within multicultural teams, emphasizing stable leadership,
genuine appreciation for individuals, and cultural insight, reflecting a
dedicated commitment to exceptional customer service, leadership, and
cultural sensitivity.
Selected Experience:
Client Experience Specialist at Toptal (December 2022 - Present)
Deliver a seamless client experience by promptly addressing inquiries,
enhancing internal processes based on customer feedback, collaborating on
innovative project approaches, and managing responsibilities ranging from
budget retention to successful dispute resolution.
The Ritz-Carlton Yacht Collection (June 2022 - November 2022)
Contributed to enhancing guest experience on a unique super yacht project,
executing diverse responsibilities including cross-cultural customer service,
operational manual creation, reservation systems testing, safety
management, contractor oversight, and engaging in multifaceted
communication to drive customer insight and needs assessment.
Etihad Airways (August 2008 - December 2019)
Ensured seamless and personalized service for diverse clients, and
developed strong problem-solving and relationship management skills while
serving high-profile individuals. Fostered a culture of cooperation and
exceptional customer service within multinational cabin teams, proposing
cost-cutting measures that maintained premium service levels. Handled
potentially dangerous security issues, showcasing expertise in safety, security,
first aid, and ground operations across various aircraft fleets.
