Elena Tcyganova
Customer Quality Specialist
Prague
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Transport and Quality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Customer Quality Specialist
Anheuser-Busch InBev Czech s.r.o.
1 2020 - Current
- Investigated and resolved more than 300 complaints for 41 customers from Africa, APAC and NAZ; Customer support and escalation point for them
- Creation visibility in the team for all open issues helped to reduce KPI 2024 to 5 days vs 6.5 days in 2023
- Leading “Complaint Portal Revamping” project for potential saving 121 Hours per year for the team (3 people)+ bring visibility for non-registered complaints
- Leading and coordinating ISC internal target "Consumer complaints"; distribution of tasks for CQ team; Mapping the process for 581 SKUs out of 5 Export zones;
Logistics Specialist, Quality Manager Assistant
RBK Aviation s.r.o.
07.2018 - Current
- Order processing – organizing the process of supplying aircraft parts from a supplier to an airline
- Improving and maintaining the quality management system in accordance with ISO 2009:2015 + ASA-100, automating reports and procedures
- Developed a way to measure the grievance redressal process and analyzed the performance of suppliers
- Leading the team of 2 people
- Negotiating with clients regarding the return of basic amounts for all exchange transactions
- Successfully passed external audits by Bureau Veritas Czech Republic in 2018, 2019, 2020, 2021, 2022; Rossiya Airlines in 2018; Aeroflot in 2020.
Transport Planning Senior Specialist EUR
Anheuser-Busch InBev Czech s.r.o.
01.2020 - 02.2023
- Qatar World Cup Project – planning transport from BE and UK (30-40 containers weekly – manual flow)
- Cleaned up and optimized 3 different portfolio: from BE to MAZ, Middle East + Europe, Africa
- Great contribution to newcomers training, no drop in performance
- Onboarded and trained 2 colleagues who became Top Performers
- Coordinating the internal and external transport capacity usage and availability
- Took over all Assist related activities when team was 1 FTE short and did not cause a single error
- Then mapped the customs clearance process for shipments out of Germany with old tool to relace it with new one
- Supervise daily transport execution and bring solutions to issues
- Communication with the haulers to identify their needs and confirm transport planning
- Drive and support process improvements and standardizations
- Prioritize workload to ensure achievements of daily targets
- Extra costs controlling
- Provide visibility on performance of external suppliers, report KPIs and take actions to improve service quality.
Education
Master Degree - Aviation Business Management
University of Business in Prague
Prague 04.2001 -
Engineer - Organization And Management of Air Transportation
Samara State Aerospace University of Academic S.P.
Samara 04.2001 -
Skills
5 Years in Supply Chain areas
Problem solving skill setMentoring, onboarding process and trainings of newcomers;Work with people and teamworkAnalytical Skills
Complaint Investigation
Data Evaluation
Using analysis and experience in making sound decisions
Advanced PC user: Excel, Power BI Power Query (basic), SAP ERP, BuyCo, Component Control – Quantum Control Aviation Software
Reside In
Czech Republic
Personal Information
Date of Birth: 05/29/1992
Timeline
Transport Planning Senior Specialist EUR
Anheuser-Busch InBev Czech s.r.o.
01.2020 - 02.2023
Logistics Specialist, Quality Manager Assistant
RBK Aviation s.r.o.
07.2018 - Current
Master Degree - Aviation Business Management
University of Business in Prague
04.2001 -
Engineer - Organization And Management of Air Transportation
Samara State Aerospace University of Academic S.P.
04.2001 -
Customer Quality Specialist
Anheuser-Busch InBev Czech s.r.o.
1 2020 - Current