Aleksandra Kozaczenko

• Liaison between Customer Care and outside departments up to higher management.
• Led and guided large cross-functional projects and strategic departmental tasks, achieving defined success criteria.
• Led and coordinated cross-departmental initiatives resulting in improvement of process efficiency through best practices, KPI monitoring, and risk management.
• Involved in yearly roadmap planning within Customer Care and outside.
• Involved in strategic discussions about structure of the organization and talent development following a large-scale departmental merge.
• Promoted knowledge transfer and best practice sharing within department. Mentored colleagues in alignment with their desired development path.
• Managed stakeholder relationships at all levels, engaging in cross-departmental teamwork, ensuring early involvement and clear communication. Established long-lasting relationships by aligning with stakeholder motivations and actively seeking diverse perspectives.
• Shaped numerous internal events, both professional and team-bonding oriented.
• Leveraged Google Workspace, Jira, Asana, Salesforce, Pigeon.

Beyond the tasks of the previous role, my scope extended to Product Management:

• Drove development and implementation of automation solutions, significantly enhancing operational efficiency by replacing manual processes, which resulted in savings in six-digit range and improved customer service delivery.
• Played pivotal role in cross-functional collaboration for product development, aligning product requirements with customer needs and business objectives, and leveraging customer feedback for continuous product enhancements.
• Served as a key subject matter expert in Customer Care, contributing valuable insights to senior product managers and internal teams, and actively engaging in product development lifecycle to ensure customer-centric approach in product strategy and innovation.

• Championed Knowledge Management by establishing clear guidelines for Customer Care processes, ensuring uniform communication standards, and enhancing Zalando Lounge FAQ pages, which led to improved clarity, transparency, and reduced contact rates.
• Oversaw Quality Management initiatives, developing comprehensive quality evaluation framework for Customer Care, conducting quality calibrations, and implementing corrective measures for identified issues, which significantly boosted service quality and identified areas for further training and coaching.
• Managed key projects aimed at enhancing customer journey, collaborating closely with Operations Team to achieve KPIs, overseeing launch and training for new tools, and ensuring smooth communication across company to facilitate stakeholder engagement and project success.
• Through successful hiring programs and focus on nurturing team growth, I've built and developed high-performing team that not only embodied company values and delivered exceptional service but also thrived on autonomy and accountability, enabling members to progress from Specialist roles to Managerial positions and independently drive projects to successful completion in alignment with our collective objectives.

• Drove creation and maintenance of comprehensive Knowledge Base, significantly enhancing Customer Care processes across markets by ensuring clarity, consistency, and transparency in work instructions and problem-solving for complex issues.
• Led continuous process improvement initiatives, closely collaborating with Operations Team to meet KPIs, managing optimization of Zalando Lounge FAQ pages, and overseeing roll-out and training for new tools and functionalities, thereby elevating overall customer experience.
• Streamlined internal and external communication flows, coordinating with various stakeholders and external service providers to maintain consistent information across channels, supporting change management, and strengthening partnerships to enhance business efficiency and knowledge management.

• Optimized structure and content of Knowledge Base: conducted periodical review of KB articles, increasing usability and searchability of articles to increase FCR; identified solutions and drafted new KB articles with aim to achieve high level of clarity and transparency; ensured consistent information flow across all supported markets and channels;
• Managed team of Knowledge Base Ambassadors
• Trained new users of KB and facilitating focus groups to collect feedback from end-users
• Developed strong client relationships through consistent communication and attentive service

• Delivered outstanding customer service across inbound communications for DACH market, efficiently handling requests, resolving complaints, and ensuring superior customer experience through expert knowledge of products and empathetic engagement.
• Contributed to team effectiveness and continuous improvement by actively participating in meetings and training sessions, staying updated on product changes, and supporting culture of rapid adaptability and proactive problem-solving.
• Enhanced team capability and operational efficiency by mentoring new hires, facilitating their smooth integration into team, and cross-training to provide managerial backup, demonstrating strong organizational skills and commitment to excellence.