Ketrin Polešak

Customer Solutions Specialist

Guesty

Jun 2022 - Apr 2026 (3 years 11 months)

• Managed high-volume customer support queues across multiple time zones, ensuring timely resolution and SLA compliance • Managed 18-20 tickets daily, handling complex platform and integration issues • Supported property managers ranging from single listings to large multi property portfolios • Diagnosed and resolved complex platform and integration issues in collaboration with L2, Product, and Engineering teams • Worked extensively with OTA integrations including Airbnb and Booking.com • Performed root cause analysis and escalations via Jira • Contributed to onboarding of new users and feature adoption • Conducted QA testing for platform updates across mobile and desktop • Gathered user feedback and contributed to product improvements • De

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Back Office Manager

BankaZlata

Jun 2021 - Sep 2021 (4 months)

• Managed administrative workflows and client documentation • Handled email and phone communication with clients

B

Account Representative

BankaZlata

Nov 2020 - Jun 2021 (8 months)

• Generated and managed leads in the Canadian market • Coordinated with internal teams to deliver client solutions

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Virtual Assistant (Freelance)

Upwork - different clients

Oct 2020 - Current (5 years 9 months)

• Managed operations for multiple vacation rental clients simultaneously • Maintained listings, reservations, and pricing across Guesty, Rentlio, and MyRents • Handled guest communication, issue resolution, and booking coordination • Managed CRM tools, reporting, and documentation across client portfolios

Back Office Manager

IntechOpen

May 2019 - Feb 2020 (10 months)

• Coordinated publishing workflows between editorial and technical teams • Improved processes through user feedback and analysis

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Sales and Marketing Manager Adriaday

AdriaLink Travel Agency

Feb 2018 - Nov 2018 (10 months)

• Oversaw booking processes, invoicing and guest communications across multiple channels • Maintained online presence across social media platforms

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Travel Consultant & Booking Agent

Leonidas Travel

Sep 2017 - Dec 2017 (4 months)

• Designed personalised itineraries and managed complex reservation requests • Coordinated with international partners and online travel portals

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Back Office Manager

Hotel Agava

Sep 2016 - Dec 2016 (4 months)

• Coordinated publishing workflows between editorial and technical teams • Improved processes through user feedback and analysis

L

Sales and Marketing Manager Adriaday

Lineaverde Travel Agency

Jun 2016 - Nov 2017 (1 year 6 months)

• Oversaw booking processes, invoicing and guest communications across multiple channels • Maintained online presence across social media platforms

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