About Oleksandra
Ukrainian
Native or bilingual
English
Fluent
Czech
Fluent
Experience
- FreelanceChange Manager and Leadership CoachBANKING AND INSURANCEJune 2023 - Today (3 years)Brussels, BelgiumCredit Insurance :
- Change management strategy implementation for SAP4I
- Change Manager on the merger project, impacting 8 locations in Europe
- Anheuser-Busch InBevCX Product OwnerDIGITAL AND ITNovember 2021 - March 2023 (1 year and 4 months)Prague, Czechia
- Led the release of a product, driving the automation of ticket categorisation in Salesforce using Natural Language Processing (NLP), resulting in automating categorisation of 2000 tickets/months.
- Demonstrated effective requirement gathering, facilitating Salesforce chatbot release, organising UATs, resulting in automation of repetitive tasks in CX team.
- Anheuser-Busch InBevCX Process OwnerE-COMMERCEDecember 2019 - November 2021 (1 year and 11 months)Prague, Czechia
- Developed strategy to increase ordering portal rating, reaching 4.8 out of 5 customer rating and 100% adoption from importing distributors.
- Served as a process owner, actively participating in Customer Experience projects and providing Salesforce tool support to five teams.
- Analysed and monitored team performance, ensuring optimal productivity and efficiency.
- Led Salesforce Lightning rollout for 80 users in international logistics department.
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Education
- Ing, Faculty of Economics and managementČeská zemědělská univerzita v Praze2017Ing, Faculty of Economics and management
Certifications
- Prosci® Certified Change PractitionerProsci®2023
- PCT Model Mastery: Improve Project HealthProsci®2024