Angelica Zdanewicz
Senior Manager - Contact Center Channel Strategy | Chicago, Illinois, United States
Professional Overview
Angelica Zdanewicz is a seasoned professional with extensive experience in the aviation industry, specializing in contact center strategy, loyalty program management, and digital transformation. As the Senior Manager of Contact Center Channel Strategy at United Airlines, she plays a pivotal role in shaping the company's customer experience across various communication channels.
Experience Summary
Current Role
As the Senior Manager of Contact Center Channel Strategy at United Airlines, Angelica is responsible for developing and implementing innovative strategies to enhance the customer experience within the airline's contact center operations. She oversees the optimization of channel utilization, ensures efficient agent training and development, and drives data-driven decision-making to improve overall operational performance.
Career Progression
Prior to her current role, Angelica held several leadership positions at United Airlines, including Manager of Marketing Technology Modernization and Loyalty Systems, as well as Program Manager for Loyalty and FFP Air Partners. She has also gained valuable international experience through a short-term secondment at Star Alliance, where she contributed to the enhancement of customer experience and information technology initiatives.
Before joining United Airlines, Angelica gained experience in the retail industry, serving as an IT Project Manager at Walgreens and working in hospitality operations and sales at PSP Inc.
Academic Background
Angelica holds an MBA degree from the Frankfurt University of Applied Sciences, where she specialized in business administration and management.
Areas of Expertise
- Contact center strategy and optimization
- Loyalty program management and innovation
- Digital transformation and technology modernization
- Project management and cross-functional collaboration
- Data-driven decision-making and performance analysis
Professional Impact
Throughout her career, Angelica has demonstrated a strong track record of driving strategic initiatives and delivering measurable results. In her current role, she has leveraged her expertise to streamline contact center operations, improve customer satisfaction, and contribute to the overall success of United Airlines' customer experience initiatives.
Conclusion
With her extensive experience, strong leadership skills, and deep industry knowledge, Angelica Zdanewicz is poised to continue making a significant impact in the aviation industry. As she progresses in her career, she remains focused on driving innovation, enhancing customer experience, and contributing to the long-term success of United Airlines.
