JUSTINE JOHN
Warsaw
Summary
A detail-oriented and results-driven professional with 2+ years of experience in customer engagement, and risk management. Proven expertise in supporting, delivering training, and fostering collaboration to achieve operational excellence. Adept at data analysis, communication, and implementing sustainable business solutions. Committed to helping organizations align operational goals with strategic impact through effective stakeholder engagement and process improvement.
Overview
6
6
years of professional experience
Work History
Mentor
Foundever
03.2025 - Current
- Trained and onboarded new recruits, providing comprehensive guidance on product knowledge, system tools, and support queue management.
- Supported colleagues by assisting with complex cases, sharing best practices, and coaching them to improve problem-solving efficiency.
- Resolve escalated and technically complex customer cases, delivering effective and timely solutions that strengthened member relationships and improved retention.
- Conducted regular one-on-one coaching sessions, resulting in a significant increase in team Customer Satisfaction (CSAT) scores to 85%.
- Collaborated with management to identify skill gaps, enhance training materials, and promote continuous improvement across the support team.
Customer Support Specialist
Foundever
07.2022 - Current
- Troubleshoot technical issues related to the Oura Ring device by analyzing member data using Darwin and Jira, providing accurate and efficient solutions.
- Investigate member billing histories to identify duplicate charges, process refunds, and manage chargeback cases in compliance with company policies.
- Assist members via live chat with inquiries concerning orders, shipments, replacements, and general product support, ensuring timely and professional assistance.
- Create and manage customer profiles for retail orders to facilitate product returns, replacements, and warranty claims.
- Identify, document, and escalate potential fraudulent cases for further investigation by the compliance team.
- Maintain accurate case records in CRM systems, ensuring transparency and accountability in all customer interactions.
Credit Analyst
Simple Car Funding
05.2024 - Current
- Conduct follow-ups with potential clients through phone calls, emails, and messages to convert leads into qualified applicants.
- Review and analyze customer bank statements to assess income stability, expense patterns, and overall financial capacity.
- Evaluate credit reports, debt ratios, and credit scores to determine creditworthiness and ensure compliance with internal lending standards.
- Perform background checks and verification of customer information in alignment with industry regulations and compliance requirements.
- Prepare detailed assessments to support decision-making in car lease approvals and risk evaluation processes.
Customer Service Representative
Tanzania Commercial Bank
12.2019 - 02.2021
- Assisted customers with opening new accounts, processing transactions, and updating account information in compliance with bank policies.
- Delivered exceptional customer service by providing accurate information on banking products, account management, and financial services.
- Ensured compliance with regulatory requirements, including Know Your Customer (KYC) & AML standard
- Identified customer needs and recommended appropriate financial solutions, contributing to cross-selling and upselling of bank products.
- Built and maintained strong relationships with clients, fostering trust and loyalty to enhance customer retention.
Education
Bachelor of Arts - Finance And Accounting
University of Economics And Human Science
Warsaw10-2024
High School Diploma -
Galanos High School
Tanzania06-2019
Skills
- Problem solving & Critical thinking
- Data analysis & Insight
- Expertise in MsOffice & Excel
- Teamwork & Collaboration
- Knowledgeable in SAP
- Customer success & Stakeholder engagement
- Detail Oriented
- Communication and Change facilitation
- Project Coordination
Timeline
Mentor
Foundever
03.2025 - Current
Credit Analyst
Simple Car Funding
05.2024 - Current
Customer Support Specialist
Foundever
07.2022 - Current
Customer Service Representative
Tanzania Commercial Bank
12.2019 - 02.2021
Bachelor of Arts - Finance And Accounting
University of Economics And Human Science
High School Diploma -
Galanos High School
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