Denis Fetic

Professional with a 20+ year experience in Customer Service Management and Sales in the retail and aviation industry. Strong technical background and indepth product knowledge to identify customer needs and concerns, recommend solutions, and become a trusted customer resource. Excellent qualifications in operations planning and management, team building, leadership and communications.

Cabin Supervisor – Inflight Manager at Emirates Airline (2011-01 – Present)

Managed the inflight service delivery by ensuring safe and secure operation of the aircraft. Ensured standards of safety and security are met in the assigned cabin, in line with corporate requirements, local civil aviation authority, government legislation and international standards

• Led the timely and motivational briefing sessions prior to flights, ensuring compliance with safety requirements.
• Ensured tasks are allocated to Cabin Crew on board and defining responsibilities.
• Provided leadership, guidance and feedback to all team members to ensure standards are met throughout duty.
• Managed the inflight service delivery by setting the highest standards of service levels and allocating cabin crew responsibilities.
• Managed customer complaints effectively and ensured a successful resolution. Responsible for ensuring appropriate service recovery is applied.
• Enhanced customer experience by effectively capturing customer preferences and information.
• Effective reporting of inflight events by completing timely, factual and accurate reports as well as any other required forms to document inflight incidents.

Sales Manager & Presenter at Inteso (2009-01 – 2011-12)

Organized sales presentations across the country region and conducted seminars and meetings with potential clients. Negotiated sales deals and interacted with clients on all levels from the start to the end of the contract process.

• Provided leadership and training to newly hired account executives.
• Facilitated creative sales strategies
• Targeted, marketed and prepared comprehensive presentations utilizing vast experience selling wool products
• Maintained sales team statistics and work schedules for 5 employees, while training and coaching new and existing sales associates in sales techniques.
• Customer issues resolutions and troubleshooting various problems.

Shop Manager – Area Manager at Sportina Group (2005-01 – 2009-12)

Promoted to a Shop Manager and used professional experience with a proven record for increasing sales and market share while providing excellent customer service. Consistently maintained established relationships with customers, and retail professionals. Accomplished qualifications in identifying and capturing market opportunities to accelerate expansion, increase revenues and improve profit contributions.

• Retail store management including client relations, training, scheduling, visual merchandising, sales, marketing, inventory control, employee supervision, and acted as liaison between regional managers, account executives, staff, and other store locations.
• Teamed with marketing and visual departments to ensure effective merchandising and visual display presentations at store level
• Conducted retail sales staff training sessions
• Directed daily operations within the store including organizational management, human resources, sales, business development, marketing, and financial management
• Managed employee performance evaluations and incentive programs to increase employee productivity
• Coordinated in-store promotional activities and off-site special events

Administrative Assistant / Sales Assistant at UMCOR & Robot Commerce (2003-01 – 2005-12)

Programming – IT Academy Programming (2020-01)

H.S Diploma in Sales & Marketing – Trgovinska Skola (2000-01 – 2003-12)