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Jerko Grego

@jerkogrego

Customer Experience Advisor at HelloFresh Canada, supporting subscription customers and improving procedures for recurring fulfillment issues.

Croatia

Message

What I'm looking for

I'm seeking a long-term, stable remote position in customer support, client success, or service operations, where I can focus on delivering exceptional service in a structured, fast-paced environment.

At HelloFresh Canada, I support North American subscription clients remotely across chat, email, and phone, handling billing inquiries, order changes, and delivery escalations. I use PureCloud, Slack, Shelf, and Bridge, and collaborate with operations teams on recurring fulfillment issues and platform procedures.

Before HelloFresh Canada, I worked in guest and client services at Le Méridien Mina Seyahi Resort & Marina, Marriott / Westin Hotels & Resorts, and Cunard Line. At the Korčula Tourist Board, I managed tourism operations, reporting, seasonal budgets, and ministry grant proposals.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Advisor

Current

HelloFresh Canada

Nov 2020 - Present (6 years)

Serves as primary remote contact for North American subscription clients across live chat, email, and phone. Handles billing inquiries, order modifications, and delivery escalations while consistently exceeding core performance KPIs.

Genesys PureCloud Slack Google Workspace Bob Bridges Shelving CRM Omni Channel Support Conflict Resolution Escalation Management KPI Achievement CSAT First Contact Resolutions Average Handle Time

Front Desk Operations Specialist

Le Méridien Mina Seyahi Resort & Marina

Nov 2017 - May 2018 (6 months)

Managed front-of-house guest services, reservations, and guest relations for a premier 5-star international luxury resort. Resolved high-priority guest requests and complaints with high empathy, maintaining brand loyalty and guest retention.

Guest Relations Reservations Conflict Resolution Customer Service Luxury Hospitality

Operations Team Lead

Marriott / Westin Hotels & Resorts

Oct 2015 - Nov 2017 (2 years 1 month)

Led multi-cultural operational teams across high-volume venues, supervising daily workflows, employee scheduling, quality control, and direct client relationship management.

Team Leadership Employee Scheduling Quality Control Customer Relationship Management Operations Management

International Client Services Specialist

Cunard Line

Jan 2011 - Apr 2015 (4 years 3 months)

Delivered luxury-standard guest services aboard world-class cruise liners under Cunard's White Star Service standard. Excelled in fast-paced, high-pressure environments catering to VIP international clientele.

Luxury Services VIP Client Management White Star Service Pressured Environment

Assistant Director / Operations Manager

Korčula Tourist Board

Mar 2007 - Jul 2010 (3 years 4 months)

Managed municipal tourism operations, visitor registration systems, official police reporting, and statistical analyses. Drafted operational and financial seasonal budgets, coordinated team training, and prepared ministry grant proposals.

Operations Management Visitor Registration Statistical Analysis Budgeting team training Proposals