Roko A.

I help travel agencies, tour operators and group-travel companies run smoother operations, so their clients get a seamless trip and their team gets time back. My experience covers the full range of travel businesses: managing customer service and bookings for a UK ATOL-protected travel booking company, building itineraries and managing bookings for an Italian luxury travel consultancy focused on high-end private trips, and preparing trip proposals, supplier sourcing and cost calculations for a Dutch adventure group-travel company. I have also supported travel companies in the US and Canada with supplier and customer communication, trip organization and day-to-day administration. Before going remote, I spent 5+ years at the front desk of Sheraton and Hilton hotels in Zagreb, so I know what travelers expect on the ground. WHAT I CAN TAKE OFF YOUR PLATE Travel operations & coordination • Building and managing itineraries, from first draft to final client-ready version • Sourcing and coordinating suppliers: hotels, DMCs, guides, transfers, activities • Requesting quotes, comparing offers and preparing trip cost calculations • Group trip logistics, from small private groups to 25-person group trips • Pre- and post-trip administration Customer service & escalations • Handling traveler questions, changes, and booking requests • Resolving complaints, refund and cancellation disputes calmly and fairly • Inbox and CRM management, so nothing falls through the cracks Admin & systems • Airtable, Notion, Slack, Travefy, Axus, Google Workspace, Microsoft Office • Turning messy spreadsheets and email threads into clean, organized workflows RESULTS SO FAR • 100% Job Success, Top Rated, 4,200+ hours on Upwork • 6 years of remote work in travel operations, across booking companies, luxury travel and group travel • Long-term clients: most of my work comes from collaborations lasting 6 months or more HOW I WORK I am organized, quick to communicate and comfortable juggling many moving parts at once, which is the everyday reality in travel. I write fluent English and Croatian, and I'm used to working with teams in the US, UK, Italy, the Netherlands and Canada. If you tell me where your team is losing the most time right now, I'll tell you how I'd take it over in the first week.