Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Leon Bernacchi

Leon Bernacchi

Zagreb

Summary

Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

4
4
years of professional experience

Work History

Operations Coordinator

PATHBREAKSTUDIOS
04.2021 - 05.2023
  • Filed required paperwork, entered data, generated reports.
  • Processed requests from clients and co-workers
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Gathered and organized materials to support operations.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Collected and analyzed business data from various departments to prepare reports and presentations for management.
  • Studied processes, implemented cost reductions and developed reporting procedures to maintain administrative workflow.
  • Managed company schedule to coordinate calendar and arrange travel.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.
  • Organized spaces, logistics, materials and catering support for internal and client-focused meetings.
  • Worked flexible hours across night, weekend and holiday shifts.


Customer Support Specialist

Meritus Plus D.O.O (HelloFresh Canada)
08.2019 - 03.2021
  • Responded to customer calls and emails to answer questions about products and services.
  • Clarified customer issues and resolved concerns with products or services to help with retention. Offered advice and assistance to customers, paying attention to special needs or wants.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Maintained and managed customer files and databases and updated account information. Tracked customer service cases and updated service software with customer information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Office Administration Intern

METROTEKA D.O.O.
06.2019 - 08.2019
  • Interacted with customers by phone, email, or in-person to provide information.
  • Developed correspondence letters, memos, and emails.
  • Maintained electronic and paper filing systems for easy retrieval of information, sorted and organized files, spreadsheets, and reports.
  • Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
  • Analyzed problems and worked with teams to develop solutions.
  • Tracked office supplies and restocked low items to keep team members on-task and productive.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
  • Assisted in preparation and processing of payroll to facilitate prompt staff payments.

Hotel Front Desk Receptionist

PALACE HOTEL ZAGREB D.D.
04.2019 - 06.2019
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Oversaw and organized calendar to schedule reservations and monitor cancellations.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Introduced customers to resort amenities with pleasant and helpful demeanor.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Resolved service-related problems and documented actions in system.
  • Enforced policies and procedures to increase efficiency.
  • Handled wake-up calls to determine guests receive prompt and reliable wake-up services.

Concierge

HUP 'ZAGREB' D.D. (Sheraton Hotel Zagreb)
01.2019 - 03.2019
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Managed front office operations of busy hotel, delivering 5-star service to cultivate loyalty and satisfaction.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Assisted guests with variety of services and local attraction information.
  • Scheduled and confirmed restaurant reservations for guests.
  • Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
  • Coordinated ground and air travel arrangements for business and leisure customers to support satisfaction.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Upheld hotel policies and procedures by providing high level of customer service.

Education

High School Diploma -

Third School of Economics
Zagreb
05.2018

Skills

  • Corporate Administration
  • Operations Oversight
  • Employee Assignments
  • Performance Monitoring and Evaluation
  • Program Optimization
  • Overseeing Interns
  • Process Implementation
  • Database Maintenance
  • Customer Care
  • Hiring and Onboarding
  • Greeting Visitors
  • Change Management Process
  • Materials Planning and Logistics
  • Motivational Leadership
  • Best Practices and Standards
  • Process and Procedure Refinement
  • Strategic Goals
  • Employee Performance Reviews
  • Employee Database Management
  • Improve Performance
  • Meeting Support
  • Customer Invoicing
  • Operations and Procedural Knowledge
  • Quality Assurance and Control
  • Team Relationships

Languages

Croatian
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
German
Elementary (A2)
Portuguese
Beginner (A1)

Timeline

Operations Coordinator

PATHBREAKSTUDIOS
04.2021 - 05.2023

Customer Support Specialist

Meritus Plus D.O.O (HelloFresh Canada)
08.2019 - 03.2021

Office Administration Intern

METROTEKA D.O.O.
06.2019 - 08.2019

Hotel Front Desk Receptionist

PALACE HOTEL ZAGREB D.D.
04.2019 - 06.2019

Concierge

HUP 'ZAGREB' D.D. (Sheraton Hotel Zagreb)
01.2019 - 03.2019

High School Diploma -

Third School of Economics

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Leon Bernacchi