Curriculum vitae
PERSONAL INFORMATION
Arslan Vlahovljak
Levskoga 16, Belgrade (Serbia)
(--Skype arslan.vlahovljak1
Sex Male | Date of birth 04/10/1990 | Nationality Montenegrin
WORK EXPERIENCE
30/01/2015–Present
Customer Service Trainer and Shift Supervisor
First Beat Media, Plantation, Florida (United States)
- Monitoring shifts
- Solving minor technical and payment issues reported by Customer Support Representatives
- Training new team members
- Solving escalated requests via phone, or live chat
- Helping in monitoring of monthly performance of Phone and Live Chat Agents
- Remote position
06/01/2014–30/01/2015
Customer Service Representative
First Beat Media, Plantation, Florida (United States)
- Providing technical and payment support to customers
- Answering phone calls and providing live support chats
- Online administration
- Remote position
01/04/2013–01/09/2013
Receptionist
September Hotels, Kotor (Montenegro)
- Check in / Check out of guests - administration, providing information and assistance to hotel guests
and visitors;
- Customer relations - providing guests with local information, providing the "feeling of being at home"
- Tour desk - suggesting and organizing sightseeing tours, organizing private excursions and
accompanying guests if requested or needed
- Reservations - online reservations systems, such as booking.com; expedia.com
25/06/2012–01/10/2012
Apartment Complex Manager
Key2Montenegro, Herceg Novi (Montenegro)
- Managed a property that consisted of 12 apartments
- Reservations - following up on reservations that were already made
- Sales - selling available apartments to customers and showing apartments to potential buyers
- Customer relations - helping guest in all their requests
- Reception and tour desk - check in and check out, organizing excursions, transport etc.
- Technical operations - providing technical support and fixing problems if they arise
- Running a small team of people to provide an excellent service
25/3/17
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15/05/2011–15/10/2011
Package and luggage porter
Aman resorts - Aman Sveti Stefan, Sveti Stefan, Budva (Montenegro)
- Guest relations - helping the guest to get familiar with surrounding, making them feel as a local, etc.
- Bell boy - taking care of guest's luggage
EDUCATION AND TRAINING
01/09/2010–15/07/2013
Bachelor of Tourism Management
University of Montenegro, Faculty of Tourism and Hotel Management, Kotor (Montenegro)
I have been on a Student exchange program in Moscow for one semester
I was a member of a student organization
For more information about the courses, and the Faculty itself check this link: http://www.ucg.ac.me/fth
PERSONAL SKILLS
Mother tongue(s)
Serbian
Other language(s)
UNDERSTANDING
SPEAKING
WRITING
Listening
Reading
Spoken interaction
Spoken production
English
C1
C1
B2
B2
C1
Russian
B2
B2
B1
B1
B1
B1
B1
A2
A2
A2
Spanish
Levels: A1 and A2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient user
Common European Framework of Reference for Languages
Communication skills
Organisational / managerial skills
- Excellent communication skills gained through my experience in both hotel industry and customer
service
- Good team leading skills gained as Apartment Complex manager, where I ran a small team
- Good organizational skills gained through organizing a lot of small events (20 people) through
Couchsurfing community
Digital competence
SELF-ASSESSMENT
Information
processing
Communication
Content
creation
Safety
Problem
solving
Independent user
Independent user
Independent user
Independent user
Independent user
Digital competences - Self-assessment grid
- Good command of office suite (word processor, spread sheet, presentation software) both offline and
online (Google Docs, Google spreadsheets, presentation software)
- Basic knowledge of online reservation systems such as Booking.com; Expedia; Venere
- Experience with Trello, CRM tools
25/3/17
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