Justyna Kapuscinska
Bushey
Summary
Customer Service and Administration Specialist with proven experience in managerial roles in London. Highly organised, detail-oriented, and reliable, with a strong track record of leading teams, optimising workflows, and delivering high standards of customer service. Experienced in document management, correspondence handling, and multi-channel customer support. Confident in decision-making and problem-solving, consistently performing in fast-paced environments that require strict adherence to procedures, confidentiality, and operational efficiency.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work history
Contact lenses manager
Specsavers
Harrow, London
04.2026 - 05.2026
- Coordinated daily department operations within fast-paced healthcare retail environment, managed appointment scheduling, workload distribution, and departmental coordination ensuring efficient workflows and consistent operational performance
- Acted as key point of contact for patients, staff, and management, ensuring effective communication across the department
- Oversee team performance, provide guidance, training, and ongoing support to staff
- Maintained compliance with data protection policies, internal procedures, and healthcare service standards
- Handled complex customer queries, escalations, and administrative issues in professional and timely manner
- Monitored operational performance, reporting, and service efficiency to support business objectives
- Supported daily branch operations by improving internal processes and overall service efficiency in collaboration with senior management
Assistant Manager
Specsavers
Wealdstone, London
09.2025 - 04.2026
- Coordinated daily operations and administrative activities within fast-paced environment, ensuring efficient workflow management and smooth day-to-day operations
- Prioritised tasks, monitored progress, and ensured timely completion in line with organisational objectives and operational needs
- Supported team performance through effective communication, coordination, and day-to-day guidance
- Provided accurate information and resolved complex queries in professional manner, ensuring positive customer and patient experience
- Maintained organised workflows, supported internal processes, and contributed to improving operational efficiency across business
- Maintained accurate records and handled confidential information in line with data protection and company policies
- Managed scheduling, workload coordination, and administrative support to ensure smooth daily operations
Administrative Support Officer
Municipal Office
Hrubieszow, Poland
04.2025 - 07.2025
- Provide professional front-line service to members of the public, both in person and via telephone, ensuring a high standard of communication
- Deliver accurate information and assess enquiries, directing cases to appropriate departments in line with established procedures
- Maintain, organise, and archive official documentation in accordance with legal requirements and internal regulations
- Prepare and process formal correspondence, ensuring accurate registration, record-keeping, and document control
- Input, update, and manage data within official systems and registers, ensuring accuracy and compliance with data protection standards
- Support the delivery of administrative and organisational functions within a public sector environment
- Ensure adherence to government procedures, confidentiality standards, and regulatory frameworks
In Store Trainer
Specsavers
Harrow, London
04.2023 - 04.2025
- Delivered structured training on customer service standards, operational procedures, and internal systems to support consistent team performance and compliance
- Provided high-quality administrative and operational support, including handling enquiries, updating records, supporting appointment coordination, and assisting with general front-line service delivery to ensure efficient patient/customer experience
- Assisted management with day-to-day workflow coordination, prioritisation of tasks, and resolution of operational issues to maintain efficiency during peak periods
- Communicated clearly with team members and management to ensure understanding of updates, process changes, and service expectations
- Contributed to a positive customer experience by ensuring staff were trained to deliver professional, accurate, and empathetic service in line with company standards
Branch Manager / Optical Assistant
Scrivens
Finchley, London
12.2019 - 12.2022
- Managed daily branch operations, ensuring efficient workflow, service continuity, and high standards of performance across all team activities
- Coordinated and supervised team members, including task delegation, prioritisation, and monitoring progress to meet operational and service targets
- Ensured high-quality customer service delivery, resolving complex queries and issues effectively to maintain customer satisfaction and service continuity
- Prepared operational reports and analysed performance data to support management decision-making and service improvements
- Liaised with head office and cross-functional departments to ensure alignment, escalation of issues, and smooth operational delivery
- Handled escalated and complex customer cases, applying problem-solving and conflict resolution skills in a fast-paced environment
Education
A bachelor's degree - Polish Philology (Literary and Linguistic Studies)
University of Warsaw
Warsaw, Poland 10.2016 - 07.2019
Skills
- Professional communication with diverse customer groups
- Problem-solving and decision-making under pressure
- Task prioritisation and time management
- MS Office (Word, Excel, Outlook)
- Adaptability and flexibility in changing environments
- Team coordination and support
- Leadership in diverse environments
- KPI tracking
- Feedback collection and analysis
Languages
Polish
Native
English
Fluent
Hobbies
Horse riding, literature, aviation, scale modelling (airplanes models), volleyball, hiking, cross-country skiing, ceramics
Timeline
Contact lenses manager
Specsavers
04.2026 - 05.2026
Assistant Manager
Specsavers
09.2025 - 04.2026
Administrative Support Officer
Municipal Office
04.2025 - 07.2025
In Store Trainer
Specsavers
04.2023 - 04.2025
Branch Manager / Optical Assistant
Scrivens
12.2019 - 12.2022
A bachelor's degree - Polish Philology (Literary and Linguistic Studies)
University of Warsaw
10.2016 - 07.2019