Justyna Langowska

Senior Operations / Customer Success & Back Office Executive with over 15 years of experience in international BPO and shared services environments. Strong expertise in back-office operations, compliance support, payment operations and escalation management. Proven track record in handling complex cases, supporting operational teams, ensuring process adherence and maintaining high quality standards.

Experienced in working with phone exposure, focusing on email, system-based workflows and operational excellence. Fluent in Polish, Italian and English, with working proficiency in Portuguese.

Senior Front & Back Office Executive at Bosch Service Solutions (2024-09 – Present)

• Ongoing service for business customers and support for the sales team
• Managing front & back-office cases and escalations through telephone, email and internal systems
• Contacting clients to obtain data processing consent
• Supporting operational workflows between front office, back office and compliance teams
• Maintaining accurate documentation, case records and audit-ready data
• Acting as point of reference for process-related questions within the team

Senior Digital Operations Executive – Payments & Compliance at Trans Envio Unipessoal (2023-03 – 2024-06)

• Senior-level support for AML and KYC procedures related to international money transfers
• Reviewing and validating customer documentation and identity verification processes
• Handling complex payment-related cases via email, chat and internal systems
• Escalating high-risk or non-compliant cases to Compliance teams
• Ensuring adherence to anti-money laundering regulations and internal policies

Senior Customer Service Executive at Webhelp (2016-02 – 2022-12)

• Managing back-office operations, escalations and non-standard customer requests
• Processing refunds, payment verifications and post-service adjustments
• Acting as escalation point for junior agents and complex customer cases
• Supporting quality standards and procedural compliance across the team
• Extensive use of CRM tools for accurate case tracking and reporting

Senior Operations Executive – Airline Services at Serco (2013-01 – 2015-12)

• Senior back-office and customer support for airline operations (bookings, refunds, EU compensation)
• Handling escalated and sensitive cases in Italian and English
• Ensuring compliance with EU aviation regulations and internal procedures
• Documentation, case follow-up and reporting within operational systems

Administrative & Operations Executive at ACSD La Melarancia (2009-03 – 2012-08)

• Administrative and operational back-office support
• Documentation management, record keeping and petty cash accounting
• Coordination of events, travel arrangements and logistics

Research Operations Executive at Istituto di Ricerche SWG s.r.l. (2005-07 – 2009-02)

• Conducting structured research interviews and data collection
• Ensuring data accuracy and procedural compliance

Bachelor of Business Administration in International Economics & Political Relations – Warsaw School of Economics (SGH)

Bachelor in Italian Philology (Italian language, literature and culture) – UMK - Nicolaus Copernicus University