Олена

OLENA HNATIV
Katowice, Poland • tel. 888276778 • [відкрити контакти](див. вище в блоці «контактна інформація») • [відкрити контакти](див. вище в блоці «контактна інформація»)
Fully Work Authorized • No Visa Sponsorship Required

PROFESSIONAL SUMMARY

Professional with 7+ years’ experience in people management, employee development, and strategic communication with stakeholders of all levels. Now I'm looking for new opportunities to apply my experience and skills at the intersection of communication, people development, project management and social responsibility.

Established effective governance and high level of cooperation within 3 Service Centers and 38 Nespresso markets all over the world. Successfully organized and executed over 40 market facing events, including market days, joint priorities setting sessions, best practices sharing meetings, partnership maturity reviews etc. Provided recruitment of 10 new staff members and onboarding of 30+ employees, improving overall team performance and retention rates. Successfully managed 12 new services transferring, consistently achieving the highest level of KPIs through effective managing team`s performance. Developed and implemented relevant actions that improved operational efficiency, reducing sales losses for BR market by 2000 EUR weekly, decreased number of negative feedbacks from market partners by 31%. Created 4 trainings and delivered 25+ trainings for employees.

KEY SKILLS

• English – B2/C1, Polish – B1 (improving), Ukrainian – native speaker
• People management – managed a team of 23 employees
• Communication - strong verbal and written communication skills
• Organizational skills - prioritized tasks and managed time effectively
• Project coordination - planned and executed multiple projects and events
• Learning agility - constant desire to self-improvement
• MS Office – Excel, PowerPoint, MS Teams
• DE&I Ambassador
• Internal Business Trainer, Employee Development Community member

PROFESSIONAL EXPERIENCE
12.2022 – 03.2025
Market Account Lead
Lviv, Ukraine, Nestle Business Services Centre

• Drived and promoted Total Service Quality Approach within 3 NBS Centers and 38 Nespresso Markets
• Established joint goals and priorities planning for NBS and 7 Markets, collaborating towards common achievements
• Implemented a Predictive Analytics tool to forecast Net Promoter Score and take required actions in advance
• Delivered regular service performance and continuous improvement overview in terms of customer insights
• Conducted regular meeting governance within Nespresso Markets and operational teams aimed to strategic planning and main performance metrics review
• Organized 11 Market facing activities, workshops, teambuildings
• Drived strategic partnership, onboarded 12 new Market partners and built relationship with 80+ executive and operational ones
05.2021 – 12.2022 Business Order Administration Team Lead
Lviv, Ukraine, Nestle Business Services Centre

• Acted as a People Manager for a team of 23 employees
• Recruited 10 new employees to the team
• Extended the scope for existing Markets – 9 new activities transferred, increasing Centre`s penetration rate
• Managed performing activities for 4 Markets in scope (Switzerland, Nordic, Canada, Singapore)
08.2019 – 04.2021 Senior Business Order Administration Specialist
Lviv, Ukraine, Nestle Business Services Centre

• Delivered transition of 3 new activities Market based (France, Israel)) and remotely (Italy)
• Leaded, participated and supported improvement initiatives in the team
• Processed Web Hold Order Management activities using local CRM software
• Created schedule, arranged shifting and meal allowance for the team of 19 employees
• Supported the team in their daily work and achieving the set goals
• Performed Line Manager`s duties at the time of absence

Business Order Administration (Customer Relationship) Specialist
Lviv, Ukraine, Nestle Business Services Centre

• Processed Web Hold Order Management activities using local CRM software
• Organized and delivered operational meetings with markets` partners
• Leaded and participated in improvement initiatives in the team

09.2017 – 07.2019

Accountant in private enterprises, Accounting assistant of District election commission
Lviv, Ukraine, Nestle Business Services Centre
• Performed payroll accounting and provided reports to tax authorities
• Supported people in terms of documentation

12.2012 – 08.2019

Lecturer
Lviv, Ukraine, Lviv Banking University, department of Finance
• Delivered workshops and lectures in Finance, Tax system and Investments
• Prepared and published about 15 articles in Finance area

EDUCATION

09.2007 – 09.2019

09.2001 - 06.2006
Master’s degree in Finance
Banking University in Lviv, Ukraine

CERTIFICATES

Situational leadership (Lviv Banking University)
War-time leadership (Nestle Business Services Centre)
Train the trainer, Public speaking (Nestle Business Services Centre)
Impact and convince others, Negotiation skills, Problem solving & decision making
(Nestle Business Services Centre)
Google Project Management Foundations (Coursera)
Internet Marketing and PR (Letowski Consulting, Poland)
Driving licence – cat. B

I agree to the processing of personal data provided in this document for realizing the recruitment process pursuant to the Personal Data Protection Act of 10
May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).