Natalia Kovacicova
Summary
Operations professional with 10 years’ experience in travel and customer service, tour operator, and OTA environments, specialising in managing bookings, supplier and DMC liaison, and operational problem-solving. Proven track record leading multilingual teams to deliver 24/7 operational support and crisis resolution. Highly organised, process-driven, and focused on ensuring smooth, efficient, and seamless travel operations. Committed to operational excellence and building strong, trust-based partnerships that support long-term business growth.
Overview
18
18
years of professional experience
Work History
Operational advisor
Thomas Cook
Remote
10.2021 - Current
- Manage last-minute operational issues, including flight cancellations, relocations, hotel overbookings, and coordination with DMCs, and hotel partners.
- Provide multi-channel customer communication across calls, chat, WhatsApp, and email.
- Deliver in-resort emergency assistance and guest welfare support to ensure a smooth customer experience.
- Monitored in-resort complaints and resolved service issues promptly in collaboration with local partners.
- Liaise with product, contracting, and DMC teams to resolve mapping, content, and system errors.
Partnership Coordinator
The Wise Group
Remote
10.2019 - 10.2021
- Established new and developed existing relationships with external stakeholders and partner agencies.
- Liaised with employers to create and refine job specifications.
- Sourced funding, training courses, and developed opportunities to extend the reach of the service.
- Collaborated with operational teams, tracked performance to achieve the service level agreements
Customer service and Operations Manager
Thomas Cook Group UK
Palma de Mallorca
04.2017 - 10.2019
- Handled day-to-day operational support across three digital, multilingual, overseas offices.
- Delivered 24-hour emergency assistance to customers in the resort, managing medical cases, flight disruptions, and large-scale incident sessions, complaint resolution, and compensation handling.
- Managed third-party relationships (Expedia, Thomas Cook Sport, and Hotels & Resorts), acting as the key operational point of contact to maintain delivery standards and coordinate last-minute support.
- Collaborated with head office, local suppliers, and DMCs to resolve on-the-ground issues, proactively preventing disruptions, and ensuring smooth service handovers.
- Delivered structured feedback and reporting to central teams to improve product quality, content accuracy, and customer-facing communication.
Duty Officer
Thomas Cook Group UK
Turkey, Crete, Portugal
04.2015 - 03.2017
- Managed transfer logistics for holidaymakers' arrivals and departures.
- Handled overbookings, accommodation changes, and excursions efficiently.
- Collaborated with DMC partners to ensure smooth service execution.
- Monitored complaint cases and delivered immediate, on-the-spot resolutions to maintain customer satisfaction.
- Documented assessments and guest interactions with precision.
Retail Travel Advisor
Thomas Cook
Dunoon
05.2008 - 03.2015
- Assisted clients with travel arrangements including flights, accommodation, and additional services
- Provided personalised travel recommendations based on client preferences and budgets.
- Coordinated reservations with travel suppliers and ensured booking confirmations were secured.
- Prepared detailed travel documents and itineraries for clients prior to departure.
- Managed booking amendments, cancellations, and schedule changes.
- Processed payments, issued invoices, and monitored outstanding balances.
- Identified opportunities to enhance customer trips through upgrades and additional services.
Education
BA - Hospitality Management
Glasgow Caledonian University
Glasgow2007
Skills
- Customer service and relationship management
- Concierge services and client support
- Supplier coordination and DMC management
- Payments, invoicing, and administration
- Flight and holiday reservations
- Cross-selling and upselling strategies
- Google and Microsoft Office suites
- CRM systems (Salesforce)
- Contact center management systems (Talkdesk, Freshdesk, Genesys, Salesforce Service Cloud)
Timeline
Operational advisor
Thomas Cook
10.2021 - Current
Partnership Coordinator
The Wise Group
10.2019 - 10.2021
Customer service and Operations Manager
Thomas Cook Group UK
04.2017 - 10.2019
Duty Officer
Thomas Cook Group UK
04.2015 - 03.2017
Retail Travel Advisor
Thomas Cook
05.2008 - 03.2015
BA - Hospitality Management
Glasgow Caledonian University