Tamara Maleta

Tamara Maleta is the Head of Aviation Project at Simply Contact, where she leads the award-winning Wizz Air customer support operation. She brings over 17 years of experience in customer support, primarily in the aviation sector, and is recognised as one of the industry’s most knowledgeable practitioners in airline contact centre operations.

Tamara’s career was shaped by 13 years at Ukraine International Airlines (UIA), where she led the Reservation and Ticketing Department, managing large teams and navigating some of the most complex challenges the industry has faced, including overseeing the creation of an Emergency Contact Centre in the immediate aftermath of the crash of flight PS752.

She subsequently served as Head of Contact Centre at Toyota Center Kyiv Autosummit, where she improved customer service standards and developed a new agent motivation scheme.

Later she joined Simply Contact as Project Manager for the Wizz Air account. Under her leadership, the Wizz Air project achieved a 30% reduction in average handling time, with one high-volume line brought to under two minutes and 45 seconds. The team maintains an 85% average agent utilisation rate across the full year, demonstrating operational efficiency not just at peak but throughout the entire seasonal cycle.

These results contributed to Simply Contact’s award wins for its aviation work in 2025, including recognition at the European Contact Centre & Customer Service Awards and UK Customer Experience Awards.

Tamara is a recognised expert voice on airline support operations and has been featured in AeroTime, Travel Daily News, and trade industry publications. She authored Simply Contact’s whitepaper “Aviation’s Highs and Lows: Adapting Customer Support to Volume Spikes,” drawing on her practical experience scaling operations during crises and seasonal peaks.

She is based in Italy and holds a degree from Kyiv University of Tourism, Economics and Law.