Tamara Maleta

Experience

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  Ukraine International Airlines

  Jun 2007 - Jul 2020

  Head of Reservation & Ticketing Department

  The main achievements: - New GDS (Amadeus) training program created. More than 10 Amadeus trainings provided (Ukraine, Sweden, USA, Belgium, Russian representatives of UIA);- New GDS implemented at the direct channels;- Customer service standards and quality control improved;- New communication channel for customers was developed and launched (chatbot UIA Helper);- Training programs created: Emergency Contact Centre for Agents, Customer service standards, Facilitation tools for managers;- The Emergency Contact Centre team was prepared and launched when the flight PS752 crashed;- Managed tender procurement by choosing the outsourcing contact centers and maintaining the relationship with partners;- Managed the force majeure situations (cancellations & delays of flights, launching the remote work for in-house CC). Show less

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  Toyota Kyiv Autosummit

  Dec 2020 - Dec 2022

  Head of Call Center

  The main achievements:- Customer service standards and quality control improved: from 86 to 91%, according to the Mystery Shopper Survey;- A new motivation scheme was developed;- Digital lead process optimized: Speed4Leed Project implemented;- Processing of all requests transferred to a shared Outlook mailbox;- A few CRM with automotive solutions were analyzed, and ideas were presented.

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  Simply Contact

  Dec 2022 - now

  Head of Aviation Project

  Simply Contact is a customer support outsourcing company specializing in complex projects, focused on delivering high-quality and cost-efficient solutions. What we offer: - Multilingual support & omnichannel capabilities.- Industry expertise in aviation, travel, retail, delivery, and fintech.- Flexible cooperation models.- AI-enhanced operations.With globally recognized certifications (PCI DSS, ISO 27701, ISO 27001) and a strong focus on continuous improvement, we are proud to be the trusted partner of the leading brands like WizzAir, Metro Cash & Carry, Bolt, Yves Rocher, and others. Show less