Elena Forrest-Cherneski

About Elena Forrest-Cherneski

STRATEGIC BUSINESS PROCESS TRANSFORMATION LEADERSenior innovative results-oriented business process transformation leader with strong business acumen and proven track record to build and motivate global cross functional teams to deliver proactive world-class technical support services for clients of various industries globally, superb customer satisfaction and continuous product and process improvements. 20 years of world class customer service and knowledge management to drive operational metrics improvements. Proven ability to deliver escalation resolution, case deflection, backlog reduction, automation, proactive monitoring tools and shorter time to resolution (TTR). Reputable global leader in strategic analytics, certified knowledge management champion, credible Oracle Customer Communities expert, trusted mentor, and highly esteemed coach inspiring people and establishing effective and constructive global cross-functional partnership to top tier results in global B2B SaaS provider.Individual Operational Metrics Leader - Top Tier globally: • Top HCM and Payroll Service Requests closer since • Top content SRs closed annually based on my 270+ knowledge management articles for Fusion Payroll that garnered ~50K hits globally since 2013.• 23%+ HCM IT Flow Service Request Deflection Rate since 2014. • Directed SMEs globally to achieve on average 20-25% SR Deflection Rate annually for service requests in high volume areas since 2014. World-class Fortune 500 Global Client Support Excellence: • 20+ years of superior customer delivery and support with consistently top client scores. • 10 years VIP Client Support Lead for 25+ strategic Fortune 500 global client companies.• 9 years escalation point for high priority customer issues that arise from within the team; directly from customers. • Certified Oracle Fusion Payroll Implementation Specialist (2022)• Certified Oracle Customer Facing Communities Expert (2015): Prompted to Oracle Community expert. Consistently proved insights for hundreds of customer’s inquiries on public Oracle Communities.• Associate Certified Coach (ACC) ICF

Experience

1. Strategic Program Manager for Automation and Release Readiness

   Oracle

   Feb 2021 — Present

   Global Automation Flow: 100% global automation flow migration to new platform within 9 months. • Release Readiness: direct 4 SME’s in testing ~50 features quarterly for global Fusion Payroll release in the past 12 months. • US and Global Training & Development Program Lead: drive achievement of team consumption rate targets for 200+ HCM pillar analyst community in past 12 months. Identify training needs and new tools for Customer Support resources and direct development of new training content to empower and lead high functioning teams.• Proactive Avoidance & Service Request (SR) Reduction: as a Global Lead for full suite of HCM products since 2019, identified 30+ product improvements & 20+ documentation improvements deployed in HCM globally.• Customer Communities and Oracle Cloud Customer Connect lead 8 SME’s on streamlining HCM clients to use for 160 automation flows globally in HCM pillar for SR Deflection Rate globally.• Identified & developed 5 payroll sensors to monitor & new telemetry platform - 2022 delivery. • Strategic Automation - Payroll Analyzers Creation and Deployment globally- Adoption rate 5% globally- Identified the need for and created 2 payroll analyzers within 3 months for global deployment & adoption- Established and direct 9 SME’s to create, deploy, monitor, enhance & train global support team of 60 on 5 global payroll analyzer diagnostics with 20+ success use cases- Direct cross team collaboration between 30+ global participants from 3 business lines to successful delivery of ~20 improvement features quarterly to global diagnostics processing operations past 12 months. • Identified and deployed 50 touchless automation opportunities to 2% quarterly deflection rate globally.

Education

• Carnegie Mellon University

  Master of Science in Public Policy and Management, Management of Information Systems (MIS) major

  1994 — 1996

• Carnegie Mellon University

  Master's degree, IT and Public Policy

• Russian State University of Humanities (RGGU)

  Bachelor of History, Russian Studies, Russian History, World History, Archives

  1989 — 1994

• Wesleyan University

  Exchange Year Abroad

• Montessori Centre International, London UK

  Certification for Early Childhood Development