EXPERIENCE

Dates September 2013 – September 2015

Employer Princess Cruises, Santa Clarita California

Position Held Duty Manager

During the day – delivering excellent customer service by

exceeding customers’ expectations

Following up on ongoing issues making sure they were

dealt with and fixed in a timely manner

Maintaining high level of communication with guests in

order to identify and anticipate their needs

Answering a high volume of phone calls

Dealing with all enquiries in person and on the telephone

Handling passengers’ complaints in a professional

and efficient manner.

Fulfilling all reasonable requests from guests to ensure

their comfort, satisfaction and safety

Money operations - managing my float, taking payments

in company currency (US dollar) and in foreign

currencies (money exchange), posting charges on

passengers’ accounts, taking credit card payments, force

payments and pre-authorizations, sorting out all possible

issues customers came across with the credit cards

Evening – managing the Front Desk and 4-6 people,

making sure they are given specific tasks that needed to

be dealt with

Responding to all passenger in focus files, making sure

they were updated and followed up in order to ensure the

issues have been fixed

Dealing with any issue that may arise while on duty and

communicating with different departments in order for

the issues to be resolved

Position Held Junior Hotel Controller

In charge of all the stock counts and sending daily reports

to the Head Office through the computer based operative

systems

Making sure the delivery of food and beverage is on time

and checking if the order matches In charge of all the

special services and their distribution to the customers in

timely manner

Overlooking the Hotel department in terms of payments,

resolving any issues that might occur, helping

supervisors with the ongoing daily issues

Position Held Customer Services Agent

Delivering excellent customer service

Maintaining high level of communication with guests in

order to identify and anticipate their needs

Answering a high volume of phone calls

Dealing with all enquiries in person and on the

telephone

Handling passengers’ complaints in a professional and

efficient manner.

Fulfilling all reasonable requests from guests to ensure

their comfort, satisfaction and safety

Dates May 2006 - July 2013

Employer Linguarama School of English

Novi Sad, Serbia

www.linguarama.org

Position Held English Language Teacher/Translator

Planning, preparing and delivering instructional activities

that facilitate active learning experiences

Developing schemes of work and lesson plans

Establishing and communicating clear objectives for all

learning activities

Providing a variety of learning materials and resources for

use in educational activities

Instructing and monitoring students in the use of learning

materials and equipment.

Preparing students to take internationally

EDUCATION University of Novi Sad

Faculty of Natural Sciences

Management in tourism and hospitality Industry

2003 - 2008

MA in Tourism and Hospitality

TEFL Cambridge

TESOL Examination/TEFL certificate 140-hour

Scholar Level 5

November 2015

The study of the English Language - grammar

(grammatical terms, the verb system, functions);

vocabulary; the main elements of pronunciation;

Focus on learners - the theories of learning; motivation and

needs of the learner; learning styles and strategies;

Classroom management skills - for example setting up

group and pair work; giving instructions; monitoring

learners’ work; handling feedback; teaching large classes;

dealing with mixed ability classes;

Classroom techniques - presenting and

practicing language; checking learner understanding;

dealing with learner errors;

Lesson planning - key elements of a lesson plan (e.g.

anticipating learner problems); ensuring lesson progression

and staging; timing activities;

Teaching resources - the use of the whiteboard,

visual aids; exploiting course books and supplementary

materials;

Areas of specialism - specific areas of teaching, such as

teaching young learners, teaching business English and

teaching basic literacy.

British Council ESOL examination

English Language Teaching Certificate

Proficiency of English language

The study of the English Language - grammar

(grammatical terms, the verb system, functions);

vocabulary; the main elements of pronunciation;

Learning the bases and foundation of English language

and literature in order to be able to convey the

knowledge to the future students.

Classroom management skills - for example setting up

group and pair work; giving instructions; monitoring

learners’ work; handling feedback; teaching large classes;

dealing with mixed ability classes;

Classroom techniques - presenting and

practicing language; checking learner understanding;

dealing with learner errors;

Learning techniques for a faster language acquisition

through attending various seminars and in the classes

Teaching resources - the use of the whiteboard,

visual aids; exploiting course books and supplementary

materials;

塞尔维亚美女硕士，TEFL，7年教学经验， 现在美国工作， 翻译。