Justyna Bernat
International customer experience specialist
Profil zawodowy
Skilled professional with 15 years of experience in a corporate environment, I am looking for opportunities to combine my passion for languages, customer service, and data analysis. I believe that customer experience is about building a partnerships based on empathy and clear communication.
Podsumowanie
16
16
years of professional experience
10
10
years of post-secondary education
Doświadczenie
Claims Services Processing Analyst
Aon
Kraków
2025.03 - Current
- Process FNOL requests from clients and account managers.
- Responsible for process updates and improvements
- Monitor workload distribution and team adherence to SLA's
- Oversee new team members onboarding, training and progress until their independence process-wise.
Operations Manager
HSBC Service Delivery (Polska)
Kraków
2021.09 - 2025.02
- Manage a team of 10 agents, including recruitment, training, coaching, supervising and supporting the team in daily activities.
- Maintain clear expectations and the scope; updating procedures, conducting refreshers.
- Manage customer's feedback, escalations and complaints, following global and local complaints procedure.
- Contribute to improve day to day operations by escalating pain points and stressing opportunities, improving reporting and logging procedures, implementing product enhancements and change of scope.
- Provide thorough quality checks of all activities (calls, emails, chats, complaints)
- Lead monthly governance calls with business partners
- Participated in bi-weekly EMEA CX meetings aiming at improving processes across different products and locations.
- Collaborated with CX and Quality team to improve team's results and metrics.
Customer service representative
HSBC
Kraków, Vancouver
2016.12 - 2021.08
- Provide technical support for HSBC corporate e-banking platform in French and English
- Assist customers and troubleshoot their issues
- Comply with HSBC's security, regulatory and quality standards
- Maintain clear record of all daily activities
- Follow up daily on more complex cases and escalate if necessary
- Adhere to productivity and quality metrics such as: response time, AHT, FCR, QC.
PHD candidate
Universite Paris-Sorbonne
Paris
2012.10 - 2016.10
- Created and lead a research project aiming at analyzing the terms of address in Polish and in French.
- Annotation metadata was conceived by the author and perfected with the SEMANA software.
- The research showed an innovative approach aiming at establishing linguistic equivalents on a formal-familiar scale.
Receptionist
Pénélope Groupe, Phone Régie
Paris
2011.04 - 2015.09
- Greeted visitors screened ans answered their queries within my abilities
- Operated switchboard, screened and directed calls, took messages and provided relevant information
- Managed meeting schedules, booked and prepared meeting rooms
Quality Auditor for CarTrawler customer service call centre
British Centre
Łódź
2010.10 - 2016.10
- Supervised the quality of customer service within the Spanish-speaking group by conducting monthly quality checks of calls and emails.
- Participated in the recruitment process of call centre agents
- Participated in creation and continuous improvements of handouts for the staff.
Wykształcenie
PhD - Linguistics
Universite Paris-Sorbonne
Paris 2012.10 - 2016.10
Bachelor - Linguistics
Uniwersytet Łódzki
Łódź 2004.10 - 2010.10
Umiejętności
- Interpersonal communication
- Creative problem solving
- Quality Assurance
- Data analysis
- KPI tracking
- Team Leadership
- Stakeholder relationship management
- Helpdesk operations
- Mentoring and coaching
- Client-Focused approach
- Customer relationship management
- Customer complaint management
- Quality Assurance (QA) controls
Languages
Polski
First language
polski
Proficient
C2
francuski
Proficient
C2
hiszpański
Advanced
C1
angielski
Advanced
C1
portugalski
Elementary
A2
Zainteresowania
- Travelling
- Languages
- Communication
- DIY
- Music
Oś czasu
Claims Services Processing Analyst
Aon
2025.03 - Current
Operations Manager
HSBC Service Delivery (Polska)
2021.09 - 2025.02
Customer service representative
HSBC
2016.12 - 2021.08
PHD candidate
Universite Paris-Sorbonne
2012.10 - 2016.10
PhD - Linguistics
Universite Paris-Sorbonne
2012.10 - 2016.10
Receptionist
Pénélope Groupe, Phone Régie
2011.04 - 2015.09
Quality Auditor for CarTrawler customer service call centre
British Centre
2010.10 - 2016.10
Bachelor - Linguistics
Uniwersytet Łódzki
2004.10 - 2010.10