Kristína Laufová

Led end-to-end premium services for VIP/executive clients with zero-tolerance for service failure, coordinating internal teams and external vendors under tight timelines. Served as senior escalation and relationship owner, translating complex policies into executable service plans and driving hands-on service recovery to stabilize delivery.

Owned end-to-end delivery of complex VIP/executive assignments across multiple jurisdictions, ensuring outcomes aligned with client policies, regulatory requirements, and service-level expectations. Managed parallel high-priority cases, led escalations and service recovery, and coordinated vendors and stakeholders to protect client trust.

Managed end-to-end service delivery for 150+ executive and VIP clients, achieving consistently high satisfaction scores of 95–100%. Served as primary client and assignee contact, coordinating authorized services across vendors and resolving escalations in real time to maintain continuity of service.

Delivered premium customer service and ensured passenger safety in a highly regulated, zero-failure operational environment. Managed high-pressure passenger incidents with discretion and clear communication during emergencies and operational disruptions.

Supported office operations by managing business correspondence and administrative workflows and coordinating communication with suppliers and customers via phone and email. Assisted with invoicing, order processing, and general day-to-day administrative tasks.

Completed a bilingual (Slovak–English) high school graduation at Business Academy in Trnava, Slovakia.