Open to opportunities

Ivan Djordjevic

@djordjevicivan

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Travel operations and customer support leader scaling global teams, SLAs, CSAT, and P&L.

Serbia

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What I'm looking for

I’m looking for a fast-paced, international environment where I can lead travel support operations, own SLAs/CSAT/P&L, optimize processes, and partner with tech and vendors to scale customer outcomes and operational excellence.

I’m a travel operations and customer support leader with 15+ years of experience across aviation, TMCs, travel tech, leisure travel, and hospitality. In my current role, I built and led a 16-member, multi-language, cross-functional travel operations team across multiple countries—scaling from 2 to 16 employees while supporting corporate and public sector clients.

I own SLAs, OKRs, CSAT, and P&L, and I’ve driven measurable outcomes like increasing CSAT from 80% to 95%, supporting 350% client growth, and handling 6,000+ monthly requests. I continuously optimize operational processes—reducing escalations by 60%, cutting response time for one-touch requests by 50%, improving operational efficiency by 55%, and accelerating onboarding by 40% through structured programs and Amadeus Reservation & Ticketing training.

Experience

Work history, roles, and key accomplishments

Head of Customer Support

Dib Travel

Jan 2022 - Jan 2026 (4 years)

Built and led a 16-member, multi-language cross-functional travel operations team across multiple countries. Owned SLAs, OKRs, CSAT, and P&L, increasing CSAT from 80% to 95% while supporting 350% client growth and handling 6,000+ monthly requests.

Customer Support Leadership SLA Management OKRs CSAT P L Ownership Travel Operations Cross functional Coordination Process Optimization Zendesk

Travel Support Team Lead

Dib Travel

Jan 2021 - Jan 2022 (1 year)

Led day-to-day travel support operations, ensuring consistent service quality and customer satisfaction in a fast-paced, high-volume environment. Coached support professionals and acted as first escalation point for complex operational and customer issues while collaborating with tech, commercial, and finance teams.

Customer Operations Team Leadership Escalation Management Workflow Management Stakeholder Management Cross Functional Collaboration

Senior Reservation & Ticketing Agent

Qatar Airways

May 2016 - Jun 2020 (4 years 1 month)

Managed complex passenger reservations, ticketing, reissues, and refunds across an international network in high-pressure scenarios. Served as a key liaison with IATA and non-IATA travel agencies and supported corporate agreement maintenance and airport/regional office operational needs.

Airline Ticketing Ticket Reissues Customer Service IATA Non IATA Liaison Corporate Agreements Support

Reservation & Ticketing Agent

Qatar Airways

Oct 2012 - May 2016 (3 years 7 months)

Handled reservations, ticketing, reissues, and refunds in line with airline policies and global standards while managing additional services and special requests. Supported sales performance by coordinating with travel agencies and building strong partner relationships through regular operational support.

Ticketing Ticket Reissues Customer Service Sales Support

Project Manager – E-Media & Comm

Travel House

Jan 2011 - Jan 2012 (1 year)

Coordinated digital communication channels including website content, newsletters, and online inquiries. Managed collaboration between web design and IT teams during website development and supported online sales and reservation workflows by optimizing communication and response processes.

Digital Communication Content Coordination Web Content Management Web & IT Collaboration

Branch Office Manager

Travel House

Jan 2010 - Jan 2011 (1 year)

Managed daily branch operations, staffing schedules, and customer service delivery while planning and executing weekly, monthly, and annual sales targets. Optimized costs, improved procedures and service standards, and monitored performance through regular reporting and operational analysis.

Staffing Sales Targets Cost Optimization Process Improvement Service Delivery performance reporting Operational Analysis

Sales Agent

Travel House

Jan 2009 - Jan 2010 (1 year)

Sold and coordinated travel products including flights, accommodation, car rentals, cruises, and package tours. Managed destination servicing and post-sale support while preparing weekly and monthly sales reports and performance summaries.

Travel Sales Flights & Accommodation Sales Post Sales Product Coordination

Receptionist

Le Petit Piaf

Jan 2007 - Jan 2009 (2 years)

Managed guest reservations and check-ins/check-outs in a hospitality environment while supporting contract preparation and guest relations. Handled internal accounting tasks and prepared operational and commercial reports.

Guest Check in Check out Hospitality Customer Service Guest Relations Accounting Support Operational Reporting Commercial Reporting