Goran Mishev

Revenue Optimization & Strategy • Develop and implement revenue strategies across all onboard departments (retail, dining, spa, excursions, and entertainment). • Collaborate with department heads to monitor performance, adjust pricing, and identify new revenue opportunities. • Analyze guest purchasing trends to tailor promotions and maximize sales across various segments. Marketing Campaigns & Promotions • Plan, coordinate, and execute marketing campaigns that drive participation in premium experiences and revenue-generating activities. • Oversee a promotional calendar to ensure cohesive marketing efforts from embarkation to disembarkation. • Work with shoreside teams to align campaigns with broader brand strategy and introduce new products. Guest Communication & Engagement • Manage onboard advertising, digital communications, and program listings to ensure clear, engaging guest messaging. • Engage directly with guests to promote high-value experiences, answer questions, and gather feedback for ongoing improvements. • Use guest feedback to refine marketing and revenue strategies, ensuring a personalized approach. Data Analysis & Reporting • Monitor revenue performance daily, weekly, and voyage-based, providing KPIs and actionable insights to senior management. • Use data insights to adjust tactics in real time and inform future marketing campaigns. • Conduct competitive analyses to ensure onboard experiences deliver a unique value proposition. Team Leadership & Training • Lead and train the onboard team in delivering effective sales and marketing messages, empowering them to actively promote services. • Provide ongoing coaching to ensure team members understand product offerings and guest interaction best practices. • Foster a team culture of guest satisfaction, high engagement, and cross-functional collaboration.

• Conducted fleet-wide audits and performance assessments for the Shore Excursions department across multiple ships, driving consistency and high service standards. • Delivered targeted training and coaching to Shorex Managers, focusing on revenue growth, guest satisfaction (NPS), and operational efficiency. • Analyzed sales data, NPS feedback, and guest insights to identify trends, optimize product offerings, and inform strategic decisions. • Created detailed revenue trend reports for both shipboard and corporate teams, supporting strategic planning and future voyage forecasting. • Provided real-time operational support, implementing corrective actions to improve team performance and guest experiences. • Developed and implemented action plans that aligned with corporate objectives and brand standards, driving performance improvements fleet-wide. • Collaborated with corporate leadership to integrate ship-level insights into broader strategic initiatives and budget planning. • Fostered a performance-driven culture, mentoring team members and ensuring a high level of accountability and excellence across the fleet.

• Led and managed the Shore Excursions department, ensuring revenue targets were met or exceeded through effective sales strategies and team performance. • Monitored and reported any revenue losses at the end of each cruise, implementing solutions to minimize future losses. • Resolved guest complaints promptly, ensuring high satisfaction and immediate problem resolution. • Delivered regular team training on revenue metrics, sales techniques, guest satisfaction, and departmental procedures to keep the team informed and motivated. • Held pre-shift meetings to share daily sales targets, action plans, and business objectives, ensuring alignment and accountability within the team. • Ensured the Shore Excursions office was well-stocked with promotional materials, tour tickets, and necessary operational supplies in all languages. • Communicated with agents across ports to confirm tour bookings, ensuring the minimum participant numbers were met for each excursion. • Organized private shore activities and bespoke services to cater to guests seeking personalized port experiences.

• Supports, manages and maintains a single application or a suite of domain applications • Identify the correct procedures or channels for resolution and monitor resolution activity and progress updates to customers • Proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements • Execute operational activities following schedule of daily activities and monitors the performance of the systems • Responsible for application operations • Provide 1st, 2nd and 3rd level application support for issues with minor and medium business impact • Monitoring unit performance • Execute scripts • Monitoring and troubleshooting backend and frontend servers and applications • Performs deployments and releases as per company policies and procedures • Troubleshooting systems and determining causes of operating errors • Identify and register incidents, gathering the required information and allocating it to the appropriate channel • Answer user inquiries regarding application operation to resolve problems • Make sure that all scheduled tasks or ad-hoc requests received are completed accurate and timely according to predefined SLAs

• Responsible for the technical IT system operations and support tasks implementing functional and non-functional requirements • Execute operational activities following schedule of daily activities and independent monitors the performance of the systems • Provide assistance concerning the use of computer hardware and software, including operating systems and applications, databases, network and security • Monitoring system operations and troubleshoot problems • Analyzing root causes of operational malfunctions and provide resolutions • Resolving operational problems within the defined schedules and service level agreements • Driving incident resolution and process improvements to minimize impact to the production environment and business partners • Develop support plan to prioritize and resolve issues • Address customer issues promptly and accurately • Work closely with business partners, vendors and technical groups to provide support and escalations for technical incidents • Develop preventive measures and document issue resolution procedures

• Managed Shore Excursions, Future Cruises sales, and financial reporting, driving operational efficiency and exceeding revenue targets. • Collaborated with cross-functional teams to promote services, enhance revenue, and improve customer experiences. • Led and coached the team to ensure high performance, meeting targets, and delivering excellent guest satisfaction. • Coordinated with Tour Operators to manage tour counts, ensure timely updates, and address any operational issues. • Delivered engaging Port and Tour talks, providing valuable information to enhance guest experience. • Maintained and updated shipboard Shore Excursions and Destinations videos on the onboard TV channel. • Managed the Future Cruises sales desk, consistently surpassing sales goals and driving additional revenue. • Oversaw the disembarkation process, ensuring smooth operations and guest satisfaction.

• Coordinated Shore Excursions revenue activities, maximizing income and ensuring smooth operational flow. • Managed Shorex bookings, including sales, reconciliation, and clearing waitlists. • Assisted guests with onboard Shorex bookings and handled private guest excursions. • Oversaw Shorex complaint resolution, ensuring guest satisfaction and prompt issue resolution. • Liaised with local suppliers, confirming reservations and coordinating transport and guide services. • Ensured seamless disembarkation and shore excursion dispatch, including overseeing tender procedures. • Delegated tasks to team members, maintaining an efficient and well-organized Shorex desk. • Maintained accurate filing systems and performed other duties as requested by supervisors.

• Assembled and installed a wide array of computer systems, workstations, and peripheral hardware. • Performed set-up, break-down, and transport of equipment on an as-needed basis. • Proactively maintain and develop all Linux and Windows infrastructure technology to maintain a continuous uptime service. • Provide Internet connection, maintenance, monitoring support and troubleshooting via Satellite Connection onboard cruise ships. • Maintain best practices on managing systems and services across all environments. • Fault finding, analysis and of logging information for reporting of performance exceptions. • Engineering of systems administration-related solutions for various project and operational needs. • Manage, coordinate, and implement software upgrades, patches, hot fixes on servers, workstations, and network hardware. • Proactively monitoring system performance and capacity planning. • Provide input on ways to improve the stability, security, efficiency, and scalability of the environment. • Create and modify scripts or applications to perform tasks. • Collaborate with other teams and team members to develop automation strategies and deployment processes. • Responsible for high-level customer service and sales, while providing Internet services on board a cruise ship producing incremental revenue by building customer plans, developing marketing strategies, and penetrating various levels of customer management. • Instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. • Ensure problems are satisfactorily resolved in a timely manner with focus on providing a high level of support for all customers. • Planning and organizing work projects and resources performing recurring tasks such as producing/reviewing daily/weekly/monthly reports and monitoring logs. • Documented help desk tickets/resolutions, and maintained equipment inventory lists. • Keeping administrative records up to date.