She has been a part of the Bohumín call centre for four years. A former café proprietor, she wanted to restart as a Leo Express hostess, but then she agreed to join the customer centre team. And she is not sorry. “When you have your own small business, you have to do everything yourself. You work from dawn to dusk and barely sleep at night with all the worries. As an operator, I left the call centre with a clear head. I really liked that,” she recalls. She definitely does not consider her work in the customer centre boring. “Just the opposite, every day is completely different,” says Nikola. In only two years, her empathy, proclient attitude, teamwork skills and loyalty lifted her from the position of a rank-and-file operator to the leader of the team.

The only fixed point of Nikola’s shift is her morning coffee. Without it, the former barista just cannot start working. With the cup in her hand, she quickly monitors the current state of operations, exchanges a few words with her colleagues, and dives headlong into the everyday reality. “People contact us with virtually any problem you can imagine,” she says. But sometimes they have rather unusual requests. One passenger asked us whether he could take an office chair on board and whether he could sit on it on the way, arguing that it would save space in the train,” Nikola Repaská recalls with a smile.