Summary

Overview

Work history

Education

Skills

Accomplishments

LANGUAGES

ADDITIONAL INFORMATION

Timeline

Olga Harelik

Dublin

Summary

Hands-on Order Management and Operations Leader with 15+ years of experience directing global order-to-cash (O2C) and customer service operations across highly regulated, B2B, and enterprise environments. Proven ability to lead operational teams, oversee the complete order lifecycle, and drive continuous process optimization. Highly proficient in ERP and CRM systems (SAP Key User), with an extensive track record of partnering with Enterprise Sales, Finance, and Supply Chain to ensure seamless contract execution and manage escalations. Extensive experience working across MEA, APAC, CIS, and EU markets.

Citizen of Ireland.

Overview

years of professional experience

Work history

Customer Service Manager

Italicatessen Ltd.

Dublin, Ireland

2024.09 - 2026.03

Lead the customer service and B2B order management function for Ireland’s leading importer of premium food and wine, supporting retail and food service clients in a fast-paced, deadline-driven environment.
Manage day-to-day operational activities of the customer service team, setting priorities and fostering a collaborative, high-performance work environment.
Oversee the complete lifecycle of orders from receipt to fulfillment, ensuring accuracy, timeliness, and stock availability.
Act as a primary liaison to resolve complex customer escalations and urgent delivery issues, ensuring a positive customer experience.
Partner cross-functionally with Sales, Logistics, Purchasing, and Warehouse teams to forecast demand and streamline order execution.
Identify and implement process optimizations within daily operations to enhance overall service efficiency.

Team Lead – Global Account Management

Arvato SCM Ireland Ltd. (Cardinal Health Client)

Dublin, Ireland

2018.07 - 2023.10

Led international account management teams supporting distributors across MEA, APAC, Russia, and CIS regions. Managed complex order lifecycle operations and enterprise accounts within a strictly regulated healthcare supply chain.
Operational Management: Managed daily activities, workload planning, and performance reviews for Account Managers, ensuring strict adherence to company policies and SLAs.
Stakeholder Support: Acted as the primary operational escalation point for Commercial Sales, Finance, Quality, Global Trade, and IT teams, resolving complex allocation, backorder, and order release issues.
Systems Leadership: Acted as SAP Key User; supported daily system usage, troubleshot operational issues, and authored a practical SAP handbook to train team members on O2C processes.
Process Improvement: Designed and implemented Standard Operating Procedures (SOPs) for order-to-cash processes, creating structured onboarding programs to scale team capabilities.
Month/Quarter-End Close: Took full ownership of sales order month-end and quarter-end closing procedures, partnering with Finance to ensure precise revenue recognition, compliance, and timely financial reporting.

Sales Support Manager (Contract)

Kraft Heinz Company

Dublin

2016.06 - 2017.06

Supported National Account Managers working with major Irish retail enterprise accounts (Dunnes Stores, SuperValu, Tesco).
Managed robust sales administration support for national B2B accounts, handling sensitive escalations impacting commercial relationships.
Processed promotional claims, pricing validations, and invoice adjustments to ensure contract compliance.
Conducted detailed sales analysis, prepared commercial reports, and supported the development of annual account plans.

Senior Business Support Executive / Partner Support & Project Manager

Swarovski Ltd.

Moscow

2011.12 - 2015.09

Operations-focused role supporting retail partners across Russia, managing order lifecycles, business support processes, and full-scale retail expansion projects.
Order Management (O2C): Managed the complete order-to-sales processing for partner boutiques and retailers. Proactively analyzed back-order information, resolved delivery issues, and coordinated with global warehouses to ensure strict adherence to fulfillment timelines.
Invoicing & Financial Operations: Managed the supply process and procurement for new store openings. Calculated complex rent fees and invoicing for partners based on fixed asset values, transportation, and tax costs, ensuring compliance with local and central policies.
Process Improvement & Analysis: Led the design of new tools and processes to efficiently gather and analyze sales revenue data. Provided management with weekly performance visibility, tracking versus plan, and key business risk/opportunity analysis.
Stakeholder & Customer Support: Built strong relationships with retail partners, provided high-quality after-sales service, and collaborated closely with international cross-functional teams (including the architecture team in Liechtenstein) to ensure project deliverables and compliance standards were met.

Back Office Manager (B2B Operations)

Nestlé – Nespresso Division

Moscow

2008.04 - 2011.12

Led a high-volume B2B operational support team, acting as the primary liaison for the B2B Sales Department and ensuring exceptional customer experience in alignment with global HQ standards.
Team Leadership & Sales Support: Managed the daily activities of the B2B back-office support team. Partnered closely with the B2B Sales Department to design and implement administrative procedures that improved cross-functional cooperation and streamlined sales support for enterprise clients.
Systems & Process Improvement: Acted as the primary administrator for the corporate CRM/ERP system (Nessoft). Proactively identified and implemented operational projects and system updates to enhance reporting accuracy and elevate the overall customer experience.
Operational Reporting & Expense Analysis: Analyzed sales figures and operational data to prepare comprehensive weekly and monthly performance reports for global HQ and internal stakeholders. Managed technical service processes, analyzing warranty vs. non-warranty cases and associated expenses.
Cross-Functional Collaboration: Coordinated with Marketing, PR, and Technical Support specialists to resolve complex B2B customer escalations, execute corporate initiatives, and ensure seamless, high-quality service delivery.

Sales Support Assistant

Avoca Handweavers Ltd.

Wicklow

2001.12 - 2006.03

Supported wholesale B2B customers and sales representatives with comprehensive order management.
Processed orders, generated invoices, and managed credit notes and pricing analysis.

Education

Postgraduate Diploma - Business Studies

Belarusian State University of Economics

Minsk, Belarus

Bachelor’s Degree (Honours) - Philology / Linguistics

Belarusian State University