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Weronika Belhaj

@weronikabelhaj

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Operations Specialist at Westwing resolving complex claims and using Excel to identify process bottlenecks.

Poland

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At Westwing, I own post-order operations, resolving complex claims and delivery issues using Zendesk, the Order Management System, and Excel. I analyse order and claims data to identify recurring bottlenecks and flag root causes to relevant teams.

At IGT Solutions, I processed passenger refund and compensation requests for the Lufthansa account, tracked complex cases to closure, and proposed improvements to back-office email workflows. At Santander Consumer Bank, I processed sales, complaint, and settlement documents and handled product enquiries through CRM databases and internal tools.

My experience also includes onboarding and retaining restaurant partners at Pyszne.pl (Just Eat Takeaway). I'm studying Data Analytics at the University of Łódź.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Specialist

Current

Westwing

Mar 2024 - Present (2 years 8 months)

Owns post-order operations end to end, resolving complex claims and delivery issues. Analyses order and claims data in Excel to identify bottlenecks and coordinates with logistics partners to shorten resolution times.

Zendesk Order Management Systems Excel Data Analysis Process Improvement Logistics Coordination

Process Associate (Lufthansa account)

IGT Solutions

Oct 2023 - Feb 2024 (4 months)

Processed passenger refund and compensation requests, ensuring accurate and timely outcomes. Managed a high-volume shared inbox and coordinated with departments to track complex cases to closure.

Refund Processing Compensation Case Management Data Entry Process Improvement Email Correspondence

Junior Account Executive

Pyszne.pl (Just Eat Takeaway)

Apr 2022 - Oct 2022 (6 months)

Onboarded and retained restaurant partners, analysed sales and marketing data, and reported results to management. Negotiated commercial terms and presented offers to prospective clients.

Sales Negotiation Data Analysis Reporting Client Onboarding Marketing

Junior E-commerce Specialist

Santander Consumer Bank

May 2020 - Mar 2022 (1 year 10 months)

Processed sales, complaint and settlement documentation, prioritising and escalating complaints. Handled product enquiries via phone, chat and email, and trained new team members while delivering cross-selling and upselling.

CRM Complaint Handling Documentation Training Cross Selling Upselling Customer Service