Natasa Simic Canic

• Manage a portfolio of 200+ tour organizers across the US, Europe, Australia and Asia, ensuring tour information remains accurate and up to date. • Support organizers with customer inquiries and bookings, helping maintain a high level of booking conversion and customer experience. • Work closely with the Category Manager on goals, KPIs and opportunities for process and performance improvement. • Lead and contribute to regular Supply Projects, coordinating actions across stakeholders and maintaining delivery against priorities.

• Managed and optimized five websites on a daily basis using HTML and WordPress, with focus on traffic, conversion and revenue performance. • Managed approximately 300 partner accounts and maintained consistent communication through email, phone and Slack. • Monitored existing traffic and partner performance, identifying opportunities to increase satisfaction, traffic and revenue.

• Handled 8–10 inbound calls per hour, achieving a reported sales conversion rate above 70% and an average handling time of approximately 5 minutes 30 seconds. • Managed a team of 110 Customer Care Agents, including scheduling, training, HR interviews, payroll coordination and client invoicing. • Reported directly to the CEO, monitored team trends and KPIs, and proposed and implemented operational improvements. • Managed an outsourced team of 40 sales and customer service agents for Global Travel International / HotelPower in Orlando, Florida. • Maintained daily client communication, organized sales training and monitored results to support KPI achievement and customer satisfaction.

• Coordinated and delegated daily tasks within the Reservations Department and worked cross-functionally with Finance and Marketing. • Resolved operational issues and customer complaints within deadlines; negotiated with distributors and supported online hotel sales. • Conducted online marketing research and contributed to B2B and B2C sales activities. • Provided customer support for hotel reservations and airport transfers, including assistance with declined card payments. • Communicated with customers by phone, email and Skype and worked directly with the company CEO.