About
Remote operations specialist with 4+ years in SaaS platform management, client onboarding, and process documentation combined with a Master's degree in Tourism & Hospitality Management and 10+ years across travel, hospitality, and customer operations. Specialises in the behind-the-scenes work that keeps complex systems running: configuring platforms, documenting workflows, coordinating cross-functional teams, and ensuring clients get to value fast.
Communicates primarily through clear written deliverables. Works best async, independently, and with full ownership of a process from start to finish.
Experience
Operations Coordinator – Vacation Rental Platforms
Upwork (Freelance)
Oct 2020 – Present
- Managed ongoing platform operations for multiple short-term rental portfolios simultaneously across Guesty, Rentlio, and MyRents, maintaining booking coordination, channel sync, and guest communication workflows without gaps or escalations.
- Delivered CRM documentation, operational reporting, and process handoffs across all accounts, providing clients with full visibility and clean records at every stage.
CRM ManagementGuestyChannel Sync
Operations & Onboarding Specialist
Guesty
Jun 2022 – Apr 2026
- Owned end-to-end onboarding operations for a portfolio of international property management accounts — coordinating go-live timelines, configuring platform settings, and ensuring each client reached full operational capacity with minimal friction.
- Diagnosed and resolved complex platform and channel integration issues (Airbnb, Booking.com) in collaboration with L2, Product, and Engineering — documenting resolution steps to prevent recurrence and reduce future escalations.
- Wrote and maintained internal process documentation and client-facing operational guides, translating technical platform behaviour into clear, actionable instructions for users with varying levels of technical familiarity.
- Managed 18–20 active accounts simultaneously across multiple time zones, maintaining full operational visibility and proactively identifying issues before they escalated.
- Contributed structured customer feedback into product improvement cycles, acting as the bridge between client operations and platform development.
- Conducted QA testing for platform updates across mobile and desktop environments, flagging risks ahead of release to protect live client operations.
- Maintained full case and account records in Zendesk and Jira, ensuring accurate documentation and audit-ready visibility across the portfolio.
QA TestingZendesk
Process & Communications Coordinator
IntechOpen
May 2019 – Feb 2020
- Coordinated editorial and technical workflows, identifying and removing process bottlenecks to improve delivery turnaround across the publication pipeline.
- Managed ongoing written communication with an international author base, resolving queries and keeping projects on track through clear, structured correspondence.
Process ManagementTechnical WorkflowsWritten Communication
Sales & Operations Manager
AdriaLink Travel Agency
Jun 2016 – Nov 2017
- Managed end-to-end booking operations, invoicing, and client communications across multiple channels — maintaining accuracy and delivery standards throughout.
Booking OperationsInvoicingClient Communications
Education
Faculty of Tourism and Hospitality Management, Opatija
Master's Degree in Economics · Tourism & Hospitality Management
2014
Skills
OTAclient onboardingAsync Remote WorkCRM ManagementQA Testing
Languages
Croatian (Native or bilingual proficiency)English (Full professional proficiency)
