Nikola Strbac

Answer guest and resident enquiries in person, by phone and by email, resolving most requests on the spot. Recommend rooms, services and add-ons that fit each guest's needs.

Welcomed guests and presented the hotel’s offer, recommending services matched to each guest’s needs. Handled requests and problems on the spot, coordinating with colleagues across departments.

Acted as point of contact for employees and managers, answering questions on onboarding, contracts and HR processes. Managed onboarding and offboarding processes from first day to exit.

Managed security operations and processes at a medical company. Handled incidents calmly and made fast, well-founded decisions under pressure.

Taught English one-to-one online, from beginners to advanced, adapting explanations to each student. Built long-term relationships with students, keeping them motivated and engaged over time.

Handled inbound customer enquiries by phone, chat and email for an online English-learning platform. Resolved account, billing and scheduling issues, aiming for first-contact resolution.

Grade: 1.3 (German scale)

Bachelor's degree in Security Management with a final grade of 1.3 on the German scale. Coursework included conflict management, clear communication, risk analysis, decision-making under pressure, confidentiality, and structured reporting.