Daria Skripal
San Jose,CA
Summary
Experienced leader in quality management, customer service, and operational efficiency within the aviation industry. I excel at multitasking, organizing, and prioritizing effectively in a fast-paced, highly fluid environment. Team-oriented and flexible, adapting easily to changes and diverse work assignments. Passionate about customer service, holding high expectations for quality and accuracy. My professional journey includes managing complaint databases, writing detailed complaints to providers and manufacturers, and collaborating with Quality Departments to deliver performance reports and monitor aircraft fleet status. Have a strong background in developing and deploying complaint handling procedures and improving customer satisfaction through effective collaboration.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Manager After-Sales Service Support Department
Red Wind
Moscow, Russia
05.2021 - 10.2022
- Maintained complaint database and defective parts movement records
- Developed and implemented corrective measures
- Wrote detailed complaints to providers and manufacturers
- Conducted internal audits to monitor compliance with ISO 9001 principles
- Developed a comprehensive system for handling claims, including storage, execution of decisions, and corrective measures.
- Maintained customer awareness to recognize success and identify areas for improvement.
- Responded to customer inquiries and complaints professionally.
- Resolved customer inquiries and complaints requiring management-level escalation.
Lead Manager After-Sales Service Support Department
JSC Sukhoi Civil Aircraft-Москва
Moscow, Russia
12.2015 - 06.2020
- Maintained complaint database and defective parts movement records
- Wrote complaints to providers and manufacturers
- Partnered with the Quality Department to report performance and monitor aircraft fleet status
- Collaborated with aircraft customers to ensure compliance with after-sales agreements.
- Responded to customer inquiries and complaints professionally.
Lead Manager of Complain Department
Domodedovo Airport
Moscow, Russia
01.2015 - 12.2015
- Settled disagreements within the Ground Handling Agreement with aircraft companies.
- Conducted checks of compliance with workspace standards and service culture.
- Monitored compliance with policies and procedures by Ground Handling Department employees.
- Analyzed customer complaints from passengers and aircraft companies.
- Maintained business relationships with customers and control authorities like Airport Management, Customs, and Immigration.
- Promoted customer service by requiring associates to promptly greet and assist customers.
- Maintained customer awareness to recognize success and identify areas for improvement.
Lead Manager of Quality Department
Sochi International Airport AER
Sochi, Russia
04.2014 - 12.2014
- Analyzed service quality for passengers and airport guests using CSAT and CSI metrics
- Analyzed performance indicators (KPI) of airport services involved in servicing passengers, aircraft, baggage, and cargo
- Identified problem areas and developed procedures and standards based on Toyota Production System & Lean Management
- Developed workspace standards for Ground Handling and Technical Departments
- Evaluated training programs for continuous improvement
- Monitored compliance with policies and procedures by employees.
Head Manager of Complain Department
Sochi International Airport
Sochi, Russia
03.2013 - 04.2014
- Managed complaint commission workflows, including checking and preparing materials, decisions, and replies
- Settled disagreements within the Ground Handling Agreement with aircraft companies
- Conducted compliance checks of workspace standards and service culture
- Managed shift personnel in the baggage claim office
- Developed and deployed complaint handling procedures in related departments
- Created point-specific training in collaboration with Training Specialists
- Analyzed customer complaints from passengers and aircraft companies
- Maintained effective business relationships with customers and control authorities like Airport Management, Customs, and Immigration.
- Resolved issues connected with client service and implemented corrective actions to prevent recurrence.
- Attended weekly meetings to build consensus and cultivate a culture of collective problem-solving.
Education
Master's degree - Finance
Russian State Social University
Russia01.2016
Skills
- Problem solving
- Customer complaint investigations and analysis
- ISO 9001
- Databases
- Internal Audits
- Root Cause Analysis
- Supply Chain
- Management
- Data Analytics
- Quality Control Management
- MS Office
- Problem Resolution
- Complex Problem Solving
Languages
Russian, Fluent
Certification
Toyota Production System (TPS), 07/01/14, 06/01/15
Timeline
Lead Manager After-Sales Service Support Department
Red Wind
05.2021 - 10.2022
Lead Manager After-Sales Service Support Department
JSC Sukhoi Civil Aircraft-Москва
12.2015 - 06.2020
Lead Manager of Complain Department
Domodedovo Airport
01.2015 - 12.2015
Lead Manager of Quality Department
Sochi International Airport AER
04.2014 - 12.2014
Head Manager of Complain Department
Sochi International Airport
03.2013 - 04.2014
Master's degree - Finance
Russian State Social University
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