Lidija Calusic
Georgetown
Summary
Dynamic Key Account Manager with a proven history of fostering client relationships and driving customer satisfaction at Swissport. Excels in multitasking and conflict resolution, leveraging strong leadership skills and proficiency in Microsoft to enhance operational efficiency. Demonstrates a track record of success in customer retention and service excellence across various roles, consistently embodying teamwork and meticulous attention to detail. Results-oriented team leader experienced in managing key accounts and developing long-term relationships with clients. Expertise lies in increasing sales and profitability for clients through strategic partnerships and customized solutions. Possesses a keen ability to identify and capitalize on new opportunities while maintaining a high level of customer satisfaction.
Overview
9
9
years of professional experience
Work History
Key Account Manager
Swissport
03.2023 - 01.2025
- Resolve any issues and problems faced by customers and deal with complaints to maintain trust
- Conduct regular business reviews with clients to assess their needs, address concerns, and provide solutions that meet their objectives
- Compiled reports on account progress, goals, and forecasts for account teams and stakeholders
- Managed last-minute schedule changes with minimal disruption to daily operations or customer service levels.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
Customer Service
407 ETR
03.2022 - 11.2022
- Answer inbound customer calls, provide account balance details and collect payments
- Responsible for resolving customer service escalations and ensuring customer satisfaction is achieved
- Provide thorough, efficient, and accurate documentation on all related activities to organizational guidelines
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Credit Management and Recoveries
Royal Bank of Canada
02.2018 - 03.2022
- Responsible for collection and processing of payments for personal and commercial accounts for a high volume of clients daily
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
Customer Service Agent
Sunwing Travel Group
01.2017 - 02.2018
- Responsible for establishing new accounts and maintaining existing accounts
- Processed service and account changes
- Acquiring information and sharing knowledge on a variety of products and packages to fit customer needs
- Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
- Improved overall revenue by upselling additional services such as excursions, insurance, and upgraded accommodations when appropriate.
Customer Service Agent
Global Aviation
01.2016 - 01.2017
- Verifying passengers necessary travel documents to ensure they have met travel requirements
- Checking in passengers' baggage in accordance with baggage regulations
- Attended to maintenance and redemption requests from existing passengers
- Communication of important announcements
- Preparation of paperwork for flights
- Handling customer complaints and rebooking customers accordingly
Education
Early Childhood Education Diploma -
George Brown College
01.2012
Skills
- Customer Support Expertise
- Customer Relationship Management
- Effective Written Communication
- Clear Oral Communication Skills
- Proficient Multi-Tasker
- Team Leadership
- Cross-Functional Team Engagement
- Detail-Oriented Approach
Languages
English
Native or Bilingual
Serbian
Native or Bilingual
Croatian
Native or Bilingual
Timeline
Key Account Manager
Swissport
03.2023 - 01.2025
Customer Service
407 ETR
03.2022 - 11.2022
Credit Management and Recoveries
Royal Bank of Canada
02.2018 - 03.2022
Customer Service Agent
Sunwing Travel Group
01.2017 - 02.2018
Customer Service Agent
Global Aviation
01.2016 - 01.2017
Early Childhood Education Diploma -
George Brown College
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