Ivana Bogdanovic

Customer service and operations professional with 10+ years of experience across telecom, hospitality and logistics, currently leading a frontline telecom support team. Experienced in team coaching, performance support, customer escalations, technical troubleshooting, billing and account issues, upselling and customer retention. Strong track record of improving service consistency, resolution time and customer satisfaction through hands-on leadership and cross-functional coordination.

English and Serbian speaker.

Team Leader - GO plc - Mosta, Malta

(2024-06)

• Lead and coach a frontline team supporting customers across mobile, internet and TV services.
• Support team performance and service quality by guiding staff through account, billing and technical issue resolution.
• Act as an escalation point for complex customer and technical cases and coordinate with engineering teams when required.
• Improve troubleshooting workflows to support faster resolution times and stronger customer satisfaction.
• Promote relevant service plans and upgrades while balancing customer needs, retention and service standards.

Restaurant Supervisor - KS Catering Ltd - Attard, Malta

(2023-05 - 2024-06)

• Managed daily operations, guest complaints, inventory, cash controls and staff training.

Bartender Supervisor - One Portomaso - St. Julian's, Malta

(2021-08 - 2023-05)

• Supervised bar staff, shift operations, service standards, inventory and ordering.

Logistics Support Operator - Kuehne + Nagel

(2020-09 - 2021-08)

• Coordinated supply-chain operations, verified orders/rates/schedules and resolved logistics issues.

Bar Manager - Mary's Boon Beach Hotel & Spa

(2017-10 - 2020-09)

• Supported recruitment, training, performance management and day-to-day F&B operations.

High School Degree - Hospitality - Pljevlja, Montenegro (1999-09 - 2002-06)

Certified Fitness Instructor - BAFA FISAF Serbia (2012-03)

Licensed Bartender - Bar Association Serbia (2011-11)