Наталія

Nataliia Erdogan
Nationality: Ukrainian Date of birth: 28/10/1992 Place of birth: Kyiv, Ukraine

Gender: Female  Phone: [open contact info](look above in the "contact info" section)

 Email: [open contact info](look above in the "contact info" section)
 Home: Kyiv (Ukraine)

WORK EXPERIENCE

 Skycop UAB – Vilnius, Lithuania
City: Vilnius | Country: Lithuania
Head of Customer Support
[ 09/2024 – 02/2025 ]
• Oversee the customer support team, ensuring high performance and motivation
• Set KPIs and monitor performance to maintain high service standards
• Ensure a smooth customer journey from claim submission to resolution
• Implement strategies to improve customer satisfaction and Trustpilot rating
• Optimize response time and communication processes
• Implement automation tools to enhance efficiency and reduce manual workload
• Ensure compliance with aviation regulations and consumer rights
• Collect and analyze flight data, passenger documentation, and airline responses
• Prepare legal evidence and supporting documents for court proceedings related to compensation claims
• Maintain high service quality and consistency across all communication channels
• Work closely with the legal team on claims requiring legal action
• Cooperate with marketing, legal, and operations teams to align strategies
• Provide regular reports and insights on customer support performance

 Skycop UAB – Vilnius, Lithuania
City: Vilnius | Country: Lithuania
Senior Partnership Manager
[ 12/2023 – 09/2024 ]
• Identify, negotiate, and establish new partnerships with airlines, travel agencies, legal firms, and other relevant
industry players
• Develop and execute partnership strategies to increase brand visibility and market reach
• Manage and nurture existing partnerships to ensure ongoing engagement and performance
• Act as the primary point of contact for partners, resolving issues and identifying growth opportunities
• Ensure partners are well-informed about Skycop’s services, updates, and processes
• Work closely with legal, finance, customer support, and operations teams to ensure smooth collaboration with
partners
• Provide regular reports on partnership performance, revenue impact, and future opportunities

 VISA (Infocus Inc.) – Kyiv, Ukraine
City: Kyiv | Country: Ukraine
VIP Travel Coordinator
[ 09/2021 – 03/2024 ]
Provide personalized travel planning and concierge-level service to corporate and high-end clients
Coordinate flights, accommodations, transfers, and other logistical travel needs
Issue and manage airline and train tickets (GDS knowledge like Amadeus)
Organize and manage the visa application process, ensuring clients have all necessary documents
Track entry requirements and assist with passport validity, consular appointments, and legalizations
Offer and organize appropriate travel and health insurance packages
Organize corporate meetings, incentive trips, conferences, and exhibitions (MICE)
Arrange guided tours, luxury experiences, and cultural activities tailored to client interests
Provide real-time support for schedule changes, cancellations, or emergencies
Rebook and reorganize services when disruptions occur

 Ukraine International Airlines – Kyiv, Ukraine
City: Kyiv | Country: Ukraine
Customer Relationship Manager
[ 05/2019 – 02/2022 ]
• Address and resolve passenger complaints, including flight delays, cancellations, lost baggage, and onboard
service issues
• Ensure adherence to EU261/2004, SHY-Passenger Regulation, and Israel Aviation Services Law when handling
passenger claims
• Prepare legal evidence and supporting documents for court proceedings related to compensation claims
• Draft and submit responses to official aviation regulatory bodies, ensuring compliance with legal requirements
• Communicate with institutions such as the European Consumer Centres, Civil Aviation Authorities, and
Ombudsman offices
• Manage compensation claims and coordinate with relevant departments
• Maintain relationships with frequent flyers, VIP passengers, and corporate clients
• Respond to inquiries through multiple channels (email, phone, social media, etc.)
• Ensure customer service practices comply with airline regulations and international aviation standards
• Gather and analyze customer feedback to improve service quality

EDUCATION AND TRAINING

Master Degree in Organization and Management in Tourism
Warsaw School of Tourism and Hospitality Management [ 2015 – 2017 ]
City: Warsaw | Country: Poland

Bachelor's Degree in Management of Hotel, Restaurant and Tourism Business
Kyiv National University of Trade and Economics [ 2010 – 2014 ]
City: Kyiv | Country: Ukraine

LANGUAGE SKILLS

Mother tongue(s): Ukrainian

Other language(s):
English Russian
LISTENING C2 READING C2 WRITING C2 LISTENING C2 READING C2 WRITING C2
SPOKEN PRODUCTION C1 SPOKEN INTERACTION C1 SPOKEN PRODUCTION C2 SPOKEN INTERACTION C2

Polish Turkish
LISTENING B2 READING B2 WRITING B2 LISTENING A2 READING A2 WRITING A2
SPOKEN PRODUCTION B1 SPOKEN INTERACTION B1 SPOKEN PRODUCTION A1 SPOKEN INTERACTION A1

Levels: A1 and A2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient user

SKILLS

Microsoft Office package: Microsoft Word, Excel, PowerPoint, Access / Remote working tools (Slack, Teams, Zoom,
Meet, Discord) / TrustPilot Management / Zendesk \ CRM / Social Media including Facebook , WhatsApp and
Twitter
DRIVING LICENCE

Driving Licence: B

LICENSES & CERTIFICATIONS

[ 2021 ]
Amadeus Reservation and Passenger Air Travel Handling Technology

[ 2019 ]
Crisis Management In The Event Of Aircraft Accident and Other Emergencies

[ 2019 ]
Passenger and Baggage Handling, Customer Care (Proposal's and Claims)