Katarzyna Misiuk
Customer Experience & Process Enthusiast | Multilingual Professional Open To Growth Opportunities
Prague,10
Summary
Multilingual customer operations and process improvement specialist with over 10 years of international experience across customer service, credit management, HR support, and training. Proven ability to drive operational excellence, enhance customer and stakeholder experience, and lead training and coaching programs. Fluent in German, English, Polish, Croatian, and Serbian. Seeking a people-oriented and growth-focused role in customer excellence, operations leadership, or process management.
Overview
11
11
years of professional experience
6
6
Languages
Work History
Service Center Experience Specialist
Kenvue
08.2024 - Current
- Co-developed the internal knowledge base and training paths for global People Solutions team.
- Delivered training (tools, process, soft skills) for new hires and ongoing coaching.
- Conducted quality audits (phone, chat, webform) for DACH and global market HR inquiries.
- Key liaison for HR stakeholders in DACH region (onboarding, offboarding, employee relations).
- Supported process optimization and regional-global alignment.
EMA IPM Service Account Associate
Expedia Group
11.2022 - 08.2024
- Acted as single point of contact for key vacation rental partners in EMEA.
- Provided B2B support and resolution ownership across phone and email channels.
- Supported Partner Success team with escalated inquiries and service gaps.
- Contributed to partner experience improvement projects.
O2C Credit Management Specialist
Novartis
04.2020 - 10.2022
- Managed blocked orders and supported cash collection for Germany, Croatia, Poland & others.
- Supported cash collection and built strong working relationships with stakeholders.
- Conducted new hire training on service and communication.
- Led internal collaboration improvement projects (O2C and local business units).
Cash Collection & Credit Management Representative
Johnson and Johnson
03.2018 - 03.2020
- Managed collections and blocked orders for DACH region.
- Improved stakeholder relationships (especially with Customer Service).
- Cooperated with cross-functional teams to boost satisfaction and process flows.
International Assistance Coordinator (German)
Euro-Center
06.2017 - 02.2018
- Coordinated medical and travel assistance for German-speaking clients worldwide.
- Ensured communication between customers and service providers.
Lease Analyst
JLL
09.2015 - 05.2017
- Coordinated medical and travel assistance for German-speaking clients worldwide.
- Ensured communication between customers and service providers.
German Market Specialist
Serco
06.2014 - 07.2015
- Frontline customer service for easyJet airline passengers (in German, English, Polish).
- Supported onboarding and training quality.
- Translated content for online platforms (EN-DE).
Education
Master of Arts - Polish Literature And Theatre
Jagiellonian University
Cracow 04.2001 -
Bachelor of Arts - German Language And Literature
Jagiellonian University
Cracow 04.2001 -
Skills
- Stakeholder Communication
- Training Delivery & Coaching
- Quality Assurance & Process Optimization
- Customer Experience Management
- Critical Thinking & Problem Solving
- Quick Learner & Adaptability
- Tools: Workday, SAP, Salesforce, MS Office Suite
Hobbies
- Hiking & trekking
- Backpacker trips in Europe (especially Western Balkans)
- Animal welfare
- Culture and politics (with focus on Central-Eastern Europe and ex-Yugoslavian countries)
Timeline
Service Center Experience Specialist
Kenvue
08.2024 - Current
EMA IPM Service Account Associate
Expedia Group
11.2022 - 08.2024
O2C Credit Management Specialist
Novartis
04.2020 - 10.2022
Cash Collection & Credit Management Representative
Johnson and Johnson
03.2018 - 03.2020
International Assistance Coordinator (German)
Euro-Center
06.2017 - 02.2018
Lease Analyst
JLL
09.2015 - 05.2017
German Market Specialist
Serco
06.2014 - 07.2015
Master of Arts - Polish Literature And Theatre
Jagiellonian University
04.2001 -
Bachelor of Arts - German Language And Literature
Jagiellonian University
04.2001 -
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