Justyna Rygelska

• Initiating and implementing projects focused on improving service quality and customer experience.
• Generating and executing ideas aimed at improving customer experience and increasing satisfaction.
• Contributing to the strengthening of a customer-centric culture across the organization.
• Organizing customer experience evaluation surveys, analyzing results and providing insights.
• Participating in the development and alignment of internal procedures, providing quality performance reports, and preparing presentations.

• Developing and implementing customer experience service strategies (Contact Center – inbound calls)
• Analyzing customer feedback using NPS and CSAT methodologies to identify dissatisfaction drivers
• Offered insights to Contact Center managers and took responsibility for coaching activities
• Initiating actions to improve customer experience based on insights and performance data
• Reviewing channel processes, agreements, and procedures
• Collaborating with channel managers, trainers and stakeholders to ensure top-quality customer service
• Initiating and coordinating customer-focused projects
• Managing Mystery Shopper programs and coordinating with external partners (scenario creation, contract preparation/review and etc.)
• Working with tools such as NPS/CSAT analytics, call evaluations, customer inquiry analysis, and service quality standards
• Preparing and presenting quality reviews and reports to various management levels
• Proficient in Qlik, NEXIDIA, NICE, QMS, Internal Feedback Form, and Office Planner

• Developing and implementing customer service standard and evaluation methodologies
• Managing passenger inquiries and claims
• Monitoring customer service quality compliance across airport branches (VNO, KUN, PLQ)
• Analyzing quality results and reporting to management
• Proposing improvements to customer service processes, increasing customer satisfaction and resolving emerging issues
• Creating competency assessment tasks for employees
• Managing and coordinating various projects

• Developing proposals for private customers and tracking results across banking channels
• Ensuring communication aligns with marketing strategies, segment goals, and business objectives
• Performing data mining and analysis
• Promoting service usage and strengthening the customer-bank relationship
• Participating in direct marketing development
• Involved in the testing of a new banking program

• Establishing and strengthening relationships with private customers
• Providing financial advice on daily banking, financing, savings, investments, and credit
• Selling bank services and products
• Working with various databases

• Collecting, entering, and analyzing information, preparing materials for the credit committee
• Drafting contracts between the bank and private clients
• Working closely with personal financial advisors

• Advising private clients on daily banking, financing, insurance, savings, and investment
• Engaging in active sales and administrative tasks
• Working with various databases