Janviere Dushimire

I’m a Customer Experience and Operations professional with a deep background in fintech user support at Deriv and premium global hospitality at Marriott Hotels. I lead with a practical, performance-focused mindset—turning user data, friction points, and ticket trends into clear action to improve quality and resolution.

Most recently, I served as Customer Experience Team Lead at DERIV LTD, where I led a remote customer experience squad to meet and exceed weekly resolution and quality targets. I analyzed user data and metrics to generate actionable reports, identified friction points in the fintech platform, and supported team growth through mentoring and onboarding.

I previously worked as a Senior Customer Support executive, acting as a vital escalation point and bridge between junior agents and team leads. I monitored aging ticket queues to protect strict SLA targets during peak global trading hours, and earlier I developed strong service fundamentals as a Receptionist at Kigali Marriott Hotels—managing reservations, calls, emails, guest issues, and coordinated operations across departments.