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Jasenka Michailidis

@jasenkamichailidis

Customer support and success professional at Independent / Freelance, leading a 60+ person team and implementing enterprise accounts.

Bosnia and Herzegovina

Message

What I'm looking for

I’m looking for a fully remote role and am available for a 4-days-on, 4-days-off schedule in Cyprus local time.

At Independent / Freelance, I support international clients through onboarding, training, troubleshooting and follow-up. I lead a team of 60+ people and run live webinars and trainings for CEOs, C-suite executives and a community of 600 members.

At Disney, I managed guest relations, complaints and service recovery, and founded the Care Team to support guests and crew after serious incidents. Across my work with MXP Marine Exchange, Viking Cruises and Silversea Cruises, I’ve guided clients through software adoption, resolved escalated concerns and managed guest services.

Experience

Work history, roles, and key accomplishments

Current

Senior Account Executive

Current

Independent / Freelance

Dec 2021 - Present (4 years 11 months)

Support international clients daily by email, video calls and messaging, from onboarding and training to troubleshooting and follow-up. Lead a team of 60+ people and run live webinars and trainings for CEOs, C-suite executives and a community of 600 members.

Customer Support Account Management Implementation Webinars Training Remote Work CRM Salesforce HubSpot Zoho Oracle Siebel

Contract Account Executive

MXP Marine Exchange

Jan 2020 - Dec 2021 (1 year 11 months)

Guided clients remotely through implementation, training and adoption of MXP's software, answering product questions and resolving issues.

Customer Support Implementation Training Software Adoption Remote Work

Chief Purser and Customer Success Management Director

Viking Cruises

Jan 2014 - Dec 2020 (6 years 11 months)

Led guest services teams of 300–500 people, set service standards and resolved escalated complaints. Managed guest relations, escalations and service quality remotely from 2019.

Customer Service Team Leadership Escalation Management Guest Relations Remote Work

Chief Purser

Silversea Cruises

Jan 2012 - Dec 2014 (2 years 11 months)

Managed guest services and billing for luxury-class international guests and supervised multilingual teams.

Guest Service Billing Team Supervision Multilingual

Customer Service and Public Relations Manager

Disney

Jan 2005 - Dec 2011 (6 years 11 months)

Managed guest relations, complaints and service recovery at high volume. Founded the Care Team that supported guests and crew after serious incidents and trained team members to help families in distressing situations.

Customer Service Public Relations Complaint Resolution team training Crisis Support