Олена

OLENA HNATIV
Katowice, Poland • tel. 888276778 • [открыть контакты](см. выше в блоке «контактная информация»)
[открыть контакты](см. выше в блоке «контактная информация»)
Fully Work Authorized • No Visa Sponsorship Required

PROFESSIONAL SUMMARY

With over 7 years of experience in a Shared Services Center at Nestlé, I bring strong communication skills, a people-first
mindset, and a proven ability to build long-term relationships. I have worked across customer success, order
management, and team leadership - always with a focus on empathy, collaboration, and continuous improvement.
Now based in Poland, I’m looking for a role where I can combine my international experience, multilingual abilities, and
commitment to high-quality service to support both people and processes in a growing organization.

KEY SKILLS

⦁ Strong client relationship building with a people-first approach; NPS consistently above 98%
⦁ Experience in Customer Success and end-to-end Order Management within international markets
⦁ Skilled in clear communication, expectation setting and supportive problem-solving
⦁ Team leadership: recruitment, onboarding, coaching and creating a healthy team environment
⦁ Continuous improvement mindset: simplifying processes, reducing errors and supporting efficiency
⦁ Confident with SAP-based systems, CRM tools, MS Office and cross-functional collaboration
⦁ Internal trainer: creating and delivering learning sessions that support employee growth
⦁ English B2/C1, Polish B1, Ukrainian native

PROFESSIONAL EXPERIENCE

Process Standardization Manager (Project-based) 08.2025 - 11.2025
System 5/95, Katowice

⦁ Led a project to document and standardize company processes to facilitate future scaling.
⦁ Created a comprehensive handbook with role-specific guidelines and resource links to ensure new hires could onboard
smoothly and understand their responsibilities independently.
⦁ Organized and conducted regular training sessions for staff and developed a competency matrix to assess and enhance
employee skills.
⦁ Managed the recruitment and onboarding of new employees as part of the project’s scope.

EMPOWER Project for Ukrainian Youth in Poland 04.2025 - 10.2025
SWPS University, Warsaw

⦁ Identified and recruited participants, led in-depth interviews, and transcribed and edited interview texts for research
purposes.
⦁ Contributed to a comprehensive understanding of support needs for Ukrainian adolescents in Poland.

Market Account Lead 12.2022 – 03.2025
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

Business Order Administration Team Lead 05.2021 – 12.2022
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)

Senior Business Order Administration Specialist 08.2019 – 04.2021
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 Specialist 09.2017 – 07.2019
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

Lecturer 09.2007 – 09.2019
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

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)

VOLUNTEER EXPERIENCE

⦁ Polish Business Run (Kraków), volunteer (supported the event organizationally by distributing starter kits and assisting
participants on-site)
⦁ Encyclopedia of Remote Professions for Mothers of Children with Disabilities, co-author (contributed to a resource
helping mothers of children with disabilities discover flexible remote work options)
⦁LinkedIn Live Series for Ukrainian Women 40+ in Poland, co-host (co-hosted regular LinkedIn live sessions on topics
relevant to Ukrainian women over 40 living in Poland)

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).