Олена

Olena Hnativ
Lviv, Ukraine: [open contact info](look above in the "contact info" section) (remote)
Katowice, Poland: [open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section) Olena Hnativ | LinkedIn
Fully Work Authorized ∙ No Visa Sponsorship Required
PROFESSIONAL SUMMARY

Customer Success Manager/Team Leader/Business Trainer 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+, 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
• Member of organizers` team and winner of Project X (social projects competition)
• Employee Development Community member

PROFESSIONAL EXPERIENCE
12.2022 - present
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 – CH, CA, NO, SG

08.2019 – 04.2021
Senior Business Order Administration Specialist
Lviv, Ukraine, Nestle Business Services Centre
 • Delivered transition of 3 new activities Market based (FR, IL) and remotely (IT)
• Leaded, participated and supported improvement initiatives in BOA team
• Decreased sales losses for BR Market by 2000 EUR weekly (DMAIC project won Star Initiative competition)
• Processed Web Hold Order Management activities using local CRM software
• Created schedule, arranged shifting and meal allowance for the team of 19 employees
• Acted as a buddy and delivered onboarding for new employees
• Supported the team in their daily work and achieving the set goals
• Performed Line Manager`s duties at the time of absence

09.2017 – 07.2019
Business Order Administration (Customer Relation Centre) Specialist in NBS Lviv
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

12.2012 – 08.2019
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

09.2007 – 09.2019
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
09.2001 - 06.2006
Master’s degree in Finance
Banking University in Lviv City, Ukraine

CERTIFICATES

Situational leadership
War-time leadership
Train the trainer, Public speaking
Impact and convince others, Negotiation skills, Problem solving & decision making
Google Project Management: Professional Certificate – in progress
Polish language course – B1 certified
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).