Angelica Zdanewicz

Contact Center Conversational Ai + Automation Strategist @ United Airlines

About

Customer engagement, digital transformation, and AI strategy leader with 15+ years of experience leading enterprise modernization efforts across customer service, contact center, and digital experience platforms. Expertise in defining and executing omnichannel engagement strategies, scaling AI and automation capabilities, and delivering measurable improvements in customer satisfaction, operational efficiency, and business performance. Recognized for building strategic partnerships, influencing executive stakeholders, and leading complex, multimillion-dollar transformation programs that align technology investments with enterprise objectives.

Country

United States

City

Greater Chicago Area

Industry

Airlines/Aviation

Skill

Marketing Research, Project Management, IT Strategy, Project Planning, Project Coordination, Retail, SharePoint, Process Improvement, Web Analytics, PMO, IT Management, Marketing Strategy, Google Analytics, Survey Gizmo, Online Survey Design, IT Enabled Business Transformation, International Business, WebTrends Analytics, Omniture, Cross-functional Team Leadership

Experience

Contact Center Conversational Ai + Automation Strategist

United Airlines

2019-5 - Present · 7 yrs 5 mos

Greater Chicago Area

Manager - Marketing Technology Modernization, Loyalty Systems

United Airlines

2017-8 - 2019-5 · 1 yr 10 mos

Greater Chicago Area

Program Manager - Loyalty, FFP Air Partners

United Airlines

2016-3 - 2017-8 · 1 yr 6 mos

Greater Chicago Area

Responsible for leading and maintaining strategic FFP marketing relationship with 20+ partner airlines, delivering strategic and tactical initiatives that drive flight revenue, membership growth and partner revenue

Senior Analyst - IT Strategy Planning & Innovation

United Airlines

2013-7 - 2016-3 · 2 yrs 9 mos

Chicago, IL

MBA Candidate

Frankfurt University of Applied Sciences

2016-9 - 2018-6 · 1 yr 10 mos

Master of Business Administration: Aviation and Tourism Management

Short Term Secondee - Information Technology/Customer Experience

Star Alliance

2015-2 - 2015-8 · 7 mos

Frankfurt Am Main Area, Germany

Enterprise Shared Services, IT Project Manager

Walgreens

2012-2 - 2013-7 · 1 yr 6 mos

Lincolnshire

- Managed the end-to-end delivery of large Information Technology projects across all Walgreens divisions according to the IT PMO Methodology -Developed and maintained effective project plans to ensure successful completion of projects and proper management of resources and budget. - Managed a team(s) of project employees operating on complex/large IT projects, typically in a complex, multi-platform technical environment. - Controlled and managed the issues, risks, dependencies and changes in scope associated with large, complex IT projects. - Partnered with quality and audit teams to ensure compliance with regulations, policies, standards, procedures, and associated documentation including but not limited to computer systems validation, SOX, and PM standards