Summary
Overview
Work History
Education
Skills
Accomplishments
Training
Availability
Timeline
Generic
Dragana Ignjatovic

Dragana Ignjatovic

Customer Experience & Service Delivery Leader
Auckland, New Zealand

Summary

Customer-focused operations and service leader with over 15 years of experience across hospitality, civil operations, and real estate. Proven track record in transforming customer experience processes, leading high-performing teams (up to 40 staff), and driving operational excellence. Known for identifying areas for improvement, introducing practical solutions, and collaborating with leadership to implement change. Highly skilled in managing frontline operations, digital systems, and training programs that support continuous service improvement.

Overview

19
19
years of professional experience
2
2
Languages

Work History

Real Estate Salesperson

Ray White
12.2021 - Current
  • Managed open homes, buyer communication, and post-visit reporting
  • Identified and recommended system efficiencies using VaultRE and NurtureCloud to streamline lead management and follow-ups
  • Managed client interactions from enquiry to sale, providing timely, clear updates and guidance
  • Recorded buyer feedback and property data to support post-open home strategy
  • Known for empathetic, responsive communication and ability to adapt approach to different situations

Operations Manager

Innovate Civil Ltd
09.2015 - 11.2021
  • Managed daily operations across multiple departments within a family-owned civil construction business
  • Led planning, scheduling, and resource allocation in line with business goals and project deadlines
  • Implemented workflow improvements to optimise productivity and workforce planning
  • Monitored performance data and financial reports to drive operational outcomes
  • Developed SOPs and best practices to ensure quality, safety, and consistency

Retail Store Manager

Mövenpick Mission Bay, Emerald Foods Ltd
05.2012 - 09.2015
  • Managed a team of 40 staff, including 7 supervisors, in a fast-paced customer-facing environment
  • Redesigned store layout to separate coffee and ice cream service flows, significantly reducing customer wait times
  • Oversaw store improvements and equipment upgrades to enhance service speed and product quality
  • Trained over 50 staff including award-winning baristas, ensuring consistently high service standards
  • Led Mövenpick Mission Bay to global #1 performance during my tenure
  • Worked closely with senior management to develop strategy and resolve operational challenges

Restaurant Owner / Manager

Independent Owner-Operator
01.2007 - 05.2012
  • Owned and operated a full-service restaurant, managing team operations, service delivery, and business performance
  • Recruited, trained, and led a team of front-of-house and kitchen staff
  • Oversaw inventory, supplier relationships, and customer experience
  • Reviewed sales and financial performance to adjust operational strategy as needed
  • Optimized menu offerings based on customer feedback, leading to better sales performance and high levels of repeat business.

Education

National Certificate - Real Estate (Level 4)

UNITEC
Auckland
04.2001 -

NZ Diploma - Science

New Zealand Qualifications Authority
New Zealand

Leadership & Customer Service

Mövenpick NZ – Internal Leadership & Service Excellence Trai
Auckland, New Zealand

Skills

  • Customer Experience Transformation
  • Team Leadership & People Development
  • Process & Service Improvement
  • Strategic Operations Planning
  • Staff Training and Coaching
  • CRM & Digital Tools (VaultRE, NurtureCloud)
  • Communication & Stakeholder Engagement
  • Conflict Resolution & Emotional Intelligence

Accomplishments

  • Led Mövenpick Mission Bay to #1 global performance through service redesign and staff development
  • Designed and implemented procedures that improved team efficiency and consistency across industries
  • Recommended and executed digital system improvements for real estate lead management and customer engagement
  • Recognised as a trusted team advisor and operational problem-solver in multiple industries

Training

  • Internal Leadership & Service Excellence Training (Mövenpick NZ)
  • Short Courses: Communication Skills, Staff Coaching, Conflict Management

Availability

Currently based in Auckland. Available for relocation with two weeks' notice.

Timeline

Real Estate Salesperson

Ray White
12.2021 - Current

Operations Manager

Innovate Civil Ltd
09.2015 - 11.2021

Retail Store Manager

Mövenpick Mission Bay, Emerald Foods Ltd
05.2012 - 09.2015

Restaurant Owner / Manager

Independent Owner-Operator
01.2007 - 05.2012

National Certificate - Real Estate (Level 4)

UNITEC
04.2001 -

NZ Diploma - Science

New Zealand Qualifications Authority

Leadership & Customer Service

Mövenpick NZ – Internal Leadership & Service Excellence Trai

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Dragana IgnjatovicCustomer Experience & Service Delivery Leader