Lyudmyla Piddubna
Athens
Summary
A passionate professional with a strong focus on innovation and leading high-performance teams. Committed to upholding our company's values, I approach challenges with an agile-driven mindset and actively resolve issues. Recognized by colleagues and partners for exceptional communication, negotiation, motivation, and technical skills, I create a positive and productive environment for my team. Continuously seeking new approaches, processes, and collaboration to enhance effectiveness and empower teams to achieve success. Adept at managing multiple tasks with well-structured priorities and serving as a role model for colleagues. Interacting and collaborating with global teams has enriched my experience in People Management and further honed my communication skills.
Overview
16
16
years of professional experience
3
3
Languages
Work History
CS Second Line Manager | ADM Fulfillment
Etraveli Group
10.2022 - Current
- Leaded the team to grow and finding opportunities to streamline work within/cross dept collaboration
- Increased awareness of the ADM team work and influence on the ETG work
- Mastered communication with Airlines & Consolidators on daily/challenging issues in connection to ADMs
- Supported the implementation of new technologies, resulting in increased efficiency and cost savings((Stakeholder for 6 RPA projects & 2 more are pending to be picked up by RPA team)
- Played a pivotal role in achieving business growth targets through strategic planning and execution of initiatives.
- Adapted quickly to changing industry trends, proactively identifying challenges, opportunities, and solutions for maintaining business success.
- Championed continuous improvement initiatives that led to significant enhancements in overall process effectiveness throughout the departments
- Managed internal operational standards and productivity targets.
- Resolved issues quickly to maintain productivity goals.
- Studied department operations to assist with development of new or improved methods of tooling and production processes.
- Coordinated with other departments to align production with customer requirements.
- Delivered direct feedback to senior management regarding project visibility and status.
- Built rapport with internal stakeholders, effectively communicating progress updates on critical projects regularly.
- Cultivated an environment of teamwork by encouraging collaboration among team members from diverse backgrounds and skill sets.
- Reduced employee turnover through effective communication, regular feedback, and promoting a positive work environment.
- Conducted regular performance reviews to identify areas for improvement and provide constructive feedback.
- Cross-Departmental Cooperation with the aim to minimize ETG Loss on CS & NonCS related ADMs, with the great record of networking within ETG
- Support and guidance of the team and Team Leaders in daily work and challenges
- Followed up abnormal activities within our workstreams
- Took part in new hire/recruitments
- Took ownership of decision making within my workstream
- Follow-up on the agents progress, productivity and attitude
- Cross-Departmental Tasks set-up/Meeting attendance
CS Second Line Supervisor | ADM Fulfillment
Etraveli Group
05.2019 - 09.2022
- Investigation and handing of ADMs/ACMs
- Evaluation of the received via ADMs information and contact with the related Teams with finalized outcome in order to minimize our loss : via settlement of the new procedures for Operations Teams or involvement of Commercial/Airline relations team on disputable cases or contact with the airlines on Commercial favors
- Contact with airlines on the issues to be clarified in connection to the operational flow
- Negotiated with suppliers/vendors to secure favorable pricing/terms positively influencing company''s bottom line.
- Ensured timely completion of projects by tracking progress against established timelines, adjusting priorities as needed, and utilizing resources efficiently.
- Actively participated in continuous improvement initiatives identifying areas of opportunity and implementing innovative solutions to drive efficiency.
- Monitored day-to-day production operations and identified methods to improve quality and efficiency.
- Prepared reports to evaluate workflow and production output to identify areas for targeted improvement.
- Promoted a positive work culture by addressing employee concerns promptly, fairly, and consistently.
- Developed comprehensive training programs for new hires to ensure rapid onboarding and acclimation to company culture and procedures.
- Collaborated with cross-functional teams to identify process improvements and implement changes that enhance operational efficiency.
- Suggestions on the information display in common sources e.g Edvin, Wiki , Shelf in cooperation with Quality team
- Supported the implementation of new technologies, resulting in increased efficiency and cost savings((Stakeholder for 4 RPA projects )
Back Office Supervisor
Tazaticket.com
12.2018 - 04.2019
- PCC settings, Travelfusion accounts setting, agents login/signing setting
- Daily contact with airlines on commercial and operational issues
- Daily contact with GDS on operational issues
- Contact with External Partners on the CRM
- BSP monitoring and relative issues handling( refund applications, refund notices, ADM/ACM, information analysis)
- Control and analysis of ADMACM (understanding of reason of charge, finding the reasons of disputes, contact with airlines and GDS to minimize the loss either based on regulations or commercial favors)
- PCC settings, Travelfusion accounts setting, agents login/signing setting
- UETTR handling
- Delivery of excel reports on ADCM and UETTR progress
- Refunds, reissues, tickets issuance handling
- Training of new employees on GDS handling and internal procedure
- Creation of internal procedures and distribution within the company
- Tests and settings for B2B platform
- Communication with developers team on enhancements
Revenue and Distribution Specialist/Commercial Department
Tripsta
06.2017 - 07.2018
- Daily contact with airlines and consolidators on commercial issues (commercial favors, incentive contracts targets achievement, implementation of new revenue targets based on new products introduced by each airline)
- Daily contact with GDS on operational issues
- Monitoring bookability GDS errors and Look2Book via Qliqview and Kibana
- Analysis of commercial contracts and monitoring of correct running
- Conducted root cause analyses for any delays or errors in the distribution process, implementing corrective actions as necessary to prevent future occurrences.
- Managed inventory control with regular audits, reducing discrepancies and ensuring accurate stock levels.
- Utilized data analysis to identify trends in product demand, informing purchasing decisions and inventory management strategies.
- Collaborated with other departments on quality issues.
- Developed strong relationships with suppliers, enabling prompt resolution of issues and improved communication channels.
Revenue Department Specialist/Revenue Department
Tripsta
08.2014 - 06.2017
- Control and analysis of the information distributed via BSP (ADMACM, refund notice, airlines communication, Refund Applications,etc)
- Introduction and implementation of revenue model
- Refund expert for all type of refund(GDS,BSP, etc)
- Analysis and research on the conditions of refund/reissue procedures, which resulted in creating a file containing information for each airline specifics (involuntary and voluntary refund/reissue conditions, name change, meda/death cases, airlines contact details,etc...)
- Contact with the airlines and GDS regarding problematic cases in order to minimize the company loss or maximize profit
- Collaborated with cross-functional teams to develop innovative solutions addressing complex business challenges.
- Spearheaded initiatives aimed at enhancing collaboration between departments, fostering a more cohesive work environment across the organization.
- Developed strong relationships with key stakeholders to ensure alignment of department goals with overall company objectives.
- Negotiated contracts with external partners/vendors to secure optimal terms benefiting both parties involved.
Russian/Greek Department Customer Service Agent/PSC Department
Airtickets.gr
11.2010 - 08.2014
- Customer Support via phone, email
- Tickets issuance, reissues, refunds, complains handling
- Translation of www.airtickets.ru based on the information provided in www.airtickets.gr,research and analysis of the competition on the Russian Market
- Testing of the information transmitted via GDS in reference to Former Soviet Union located air-companies
- Team leading of Russian Market (following the problems created due to exchange rate difference, analysis and introduction of alternative to cc ways of payments, etc)
Hotels Contract Manager
Groupotel Hotels & Resolts Ltd/Roombeds.com
02.2009 - 10.2010
- Direct and local suppliers' hotels contracting (market research, hotels sales power research, competition rate and product analysis, hotels/suppliers contract, negotiation and contracting based on company's targets)
- Yield department (follow up of each hotel progress, re-negotiation terms of the contract, negotiation of special offers, allocation, release,etc)
- Responsible for marketing (organization of campaigns per source market, per season demands, per company's profit target)
- Resolved contractual disputes in a timely manner, minimizing potential risks and financial losses for the company.
- Interpreted contact terms and coordinated solutions to resolve disputes between clients and service providers.
- Developed strong relationships with clients and vendors, fostering mutually beneficial partnerships.
- Contributed to strategic planning initiatives by providing insights on current contractual commitments.
- Successfully managed high volumes of contracts simultaneously while meeting tight deadlines and ensuring accuracy.
- Implemented best practices in contract management processes to ensure consistency across all departments.
- Monitored contracts' performance to detect non-compliance with terms and deficient returns and organize proactive resolutions.
Education
Bachelor of Science - Business And Economics
Kyiv State Trade Economic University
Kyiv, Ukraine 04.2001 -
Skills
Influencing skills
Teamwork and collaboration
Strategic planning
Cross-functional collaboration
Data-driven
Continuous improvements
Workflow optimization
Timeline
CS Second Line Manager | ADM Fulfillment
Etraveli Group
10.2022 - Current
CS Second Line Supervisor | ADM Fulfillment
Etraveli Group
05.2019 - 09.2022
Back Office Supervisor
Tazaticket.com
12.2018 - 04.2019
Revenue and Distribution Specialist/Commercial Department
Tripsta
06.2017 - 07.2018
Revenue Department Specialist/Revenue Department
Tripsta
08.2014 - 06.2017
Russian/Greek Department Customer Service Agent/PSC Department
Airtickets.gr
11.2010 - 08.2014
Hotels Contract Manager
Groupotel Hotels & Resolts Ltd/Roombeds.com
02.2009 - 10.2010
Bachelor of Science - Business And Economics
Kyiv State Trade Economic University
04.2001 -