Aileen Milic
Gateway Logistics Coordinator
Summary
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines with proven track record at Quark Expeditions. Brings positive attitude and commitment to continuous learning and growth.
Overview
24
24
years of professional experience
4
4
Languages
Work History
Gateway Logistics Coordinator
Quark Expeditions
12.2015 - Current
- Coordinated all ground services with a local Destination Management Company (DMC).
- Assisted guests with missing or delayed luggage. Following up with airlines and kept guests and guest service representative onboard the ship informed.
- Assisted guests with charter flight check-in procedures.
- Assisted guests with 'last-minute shopping' in case luggage does not arrive on time.
- Assisted medical care coordination when requested by a guest prior or post voyage, and MedEvacs triggered from the ship.
- Checked guests' documentation and visas, where necessary, to ensure a smooth embarkation process.
- Delivered boots and parkas to guests at the group hotel, when required by a specific voyage.
- Hosted embarkation information briefings, where necessary.
- Coordinated with charter airlines for flights included in our packages.
- Escorted groups to ports and airports, in case assistance is needed or charter flight times change last minute.
- Kept close communications with the onboard team on the ships regarding developing situations or observations about guests before embarkation, so that they can be prepared to manage the situation/guests on board.
- Recorded, managed, and informed all inquiries or complaints regarding the booking process, cabin changes, or travel-related issues.
- Accessed to the Softrip system to see and understand bookings.
- Updated all individual cases and complaints in the CRM system.
- Communicated with Polar Travel Advisors (PTAs) or Agents at the request of the passenger, or vice versa, always keeping Ground Services and Pax Ops team in the loop.
- Acted as a connector/communicator between onboard teams, office teams, and our partners on shore.
- Produced Arrival/Departure reports prior to the arrival of the group. This includes chasing missing information with PTAs, agents, or direct clients.
- Advised the local DCM of any changes after the arrival/departure reports have been sent and keep up with updated information.
- Ran preliminary ship manifest and checked that all information is in place, and if anything was missing, contacted PTA, Agent, or direct pax.
- Maintained updated parka inventory and expedition gear after each port call.
- Assisted Onboard Logistics Coordinator with all expedition supplies (supplies needed, usually stored at shore by pier or port agent's warehouse).
- Explored local DMC options and tours offered.
- Maintained Pax Ops and Ground Services Team updated with news related to hotels and transportation developments.
- Kept room inventory at Gateway Hotels.
- Checked hotels, DMCs, and vendors' invoices.
- Managed and communicated last-minute changes, cancellations, no-shows, cabin change requests before embarkation, following missing information, and assisting with any arrangements required by Pax Ops and Ground Services Teams.
- Flagged major issues/concerns regarding ground operations and reported when necessary with the Ground Services Team.
- Developed relationships with key vendors, securing preferential treatment.
- Trained new employees on logistics procedures, promoting a consistent approach across the team.
- Coordinated emergency logistics responses, ensuring rapid delivery of critical supplies during unexpected events.
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
- Analyzed customer requirements and provided customized logistics solutions.
- Built and established relationships with staff and vendors.
Quarantine Coordinator
Quark Expeditions
01.2022 - 08.2024
- Researched and compared different accommodations in gateway cities for field staff required to quarantine before embarkation.
- Created a hotel portfolio for Quark staffing team.
- Liaised with hotels and vendors to provide accommodation and transfers.
- Established partnership with hotels in different gateway cities.
- Maintained records of staff accommodation.
- Checked invoices from hotels.
Essential Patagonia - Product Development
Quark Expeditions
05.2018 - 02.2024
- Met and collaborated with local DMCs, port agents, and Chilean authorities to ascertain details around restrictions on pilotage and navigation permissions.
- Created product roadmaps to help guide product development processes and align with overall business goals.
- Evaluated competitor offerings, gathering insights to inform future product enhancements and maintain a competitive edge.
- Reviewed product development budgets, expenditures and research.
- Collaborated with marketing teams to create compelling product messaging, leading to increased sales and market share.
- Maintained internal product knowledge database.
- Liaised with internal and external parties on procurement of new product formulations, international requirements and regulatory changes.
- Coordinated with suppliers and vendors to negotiate contracts, ensuring cost-effective sourcing.
Speech Therapist
Punta Arenas Education Corporation
03.2012 - 03.2023
- Improved patient communication abilities by implementing personalized speech therapy programs.
- Worked with families to help cope with speech disorders and educated parents, siblings and guardians on how to remain strong support network.
- Maintained detailed documentation on patient progress, adjusting therapy plans as needed to achieve optimal results..
- Provided education on communication strategies for caregivers, enhancing their ability to support loved ones with speech difficulties.
- Expanded professional knowledge by attending conferences, workshops, and seminars related to speech-language pathology advancements.
- Monitored student progress according to goals.
Tour Guide
COMAPA
12.2000 - 04.2014
- Managed groups of different sizes and ages for several days around Patagonia, adapting information and accommodating all physical abilities.
- Conducted pre-tour briefings to set expectations and share important information, enhancing guest preparedness and satisfaction.
- Facilitated memorable experiences for diverse groups by tailoring presentations to cater to different age groups, cultural backgrounds, and language abilities.
- Ensured timely departures and arrivals by strictly adhering to schedules, while remaining flexible enough to accommodate unforeseen circumstances or special requests from guests.
- Stayed current on area history, culture, events, attractions by attending workshops, lectures, conferences regularly updating tour information accordingly.
- Increased customer satisfaction through attentive listening and personalized tour adjustments based on group interests.
- Built personal relationships with guests to promote positive experiences.
Education
Language And Speech Pathologist -
Universidad Andres Bello
Santiago, Chile 05.2001 -
Skills
Communication and interpersonal skills
Customer Service and client relations
Problem Solving and Decision Making
Transportation Management and Planning
Analytical Thinking
Efficiency Improvement
Timeline
Quarantine Coordinator
Quark Expeditions
01.2022 - 08.2024
Essential Patagonia - Product Development
Quark Expeditions
05.2018 - 02.2024
Gateway Logistics Coordinator
Quark Expeditions
12.2015 - Current
Speech Therapist
Punta Arenas Education Corporation
03.2012 - 03.2023
Language And Speech Pathologist -
Universidad Andres Bello
05.2001 -
Tour Guide
COMAPA
12.2000 - 04.2014
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