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John User

@johnuser33

Customer Success and operations leader with 10+ years managing complex customer lifecycles, retention, and AI-enabled automation.

United States

Message

What I'm looking for

I’m looking to bring proactive, async, AI-augmented customer success ownership to Remote’s EMEA team—driving retention, reducing risk, running structured reviews, and improving CSAT with disciplined operations and customer empathy.

I’m a customer-focused operations professional with 10+ years owning complex case lifecycles in regulated, high-volume environments. I manage a book of business end-to-end—from onboarding and adoption through risk mitigation and long-term account success—while keeping rigorous documentation and clear cross-functional communication.

I’m strongest at identifying churn signals early, executing structured business reviews (QBRs), and surfacing expansion opportunities. In my recent roles at JPMorgan Chase, I owned end-to-end lifecycle management, escalated high-risk cases, and coordinated compliant resolutions while driving measurable improvements in CSAT and resolution KPIs.

I also bring a hands-on AI and automation mindset—using Azure ML and GitHub Copilot to improve efficiency, documentation quality, and communication consistency. I mentor junior specialists and lead process improvement initiatives, and I’m excited to bring that same proactive, async-ready ownership to Remote’s EMEA Customer Success team.

Experience

Work history, roles, and key accomplishments

Current

Bilingual Account Specialist III

Current

JPMorgan Chase

Aug 2024 - Present (1 year 11 months)

Owned end-to-end lifecycle management for a high-volume book of accounts, handling onboarding through resolution to drive adoption, satisfaction, and retention. Identified early churn risks, escalated high-risk cases, and led process improvement while leveraging AI/automation tools to improve efficiency and documentation.

Customer Lifecycle Management Retention Onboarding Adoption QBRs AI Automation Azure ML KPI Tracking Case Management Process Improvement Mentorship Escalation Management

Bilingual Account Specialist I

JPMorgan Chase

Oct 2023 - Aug 2024 (10 months)

Managed end-to-end case resolution in a metrics-driven environment with rigorous documentation and compliance with authentication and data protection standards. Performed peer reviews, delivered targeted coaching, and collaborated cross-functionally to standardize procedures and support account retention goals.

Documentation Authentication Data Protection Peer Review Coaching Process Standardization Cross Functional Collaboration Retention

Car Sales Consultant

Hyundmar SL / Automóviles Nieto S.A.

Dec 2018 - Jul 2022 (3 years 7 months)

Managed the full customer lifecycle from prospecting through post-sale follow-up and exceeded manufacturer sales targets by 10%+. Identified upsell and cross-sell opportunities, optimized CRM records, and improved lead conversion and pipeline visibility.

Prospecting Post Sales Sales Target Achievement Market Analysis Upselling Cross Selling Lead Conversion

Bilingual Credit Card Specialist II

JPMorgan Chase

Aug 2015 - Nov 2018 (3 years 3 months)

Managed complex credit card account issues from initiation through resolution in a regulated environment, tracking operational metrics and maintaining performance standards. Recognized for outstanding customer service and accuracy, and contributed to process documentation and continuous improvement discussions.

Complex Case Management Regulated Environments Customer Service Accuracy Process documentation Continuous Improvement

Bilingual Customer Service Associate II

FIS

Nov 2014 - Aug 2015 (9 months)

Supported customers through a federal retirement plan rollout by diagnosing technical issues and delivering compliant, empathetic solutions across multiple financial institutions. Ensured accurate verification, case documentation, and follow-through to build trust and reliability with clients.

Customer Support Technical Troubleshooting Compliance Case Documentation Verification Financial Services

Car Sales Consultant

Universal Nissan / Hyundai

Mar 2013 - May 2014 (1 year 2 months)

Car Sales Consultant at Universal Nissan / Hyundai.

Real Estate Sales Consultant

Valle Romano Golf & Resort

Mar 2011 - Oct 2012 (1 year 7 months)

Real Estate Sales Consultant at Valle Romano Golf & Resort.

Car Sales Consultant

Malune Car SL

Jun 2007 - Dec 2008 (1 year 6 months)

Car Sales Consultant at Malune Car SL.

Real Estate Sales Manager

Promaga S.A.U.

May 2006 - May 2007 (1 year)

Led a four-person sales team, driving a 25% annual increase in gross sales and generating over $42M in gross sales in one year. Used structured account management and stakeholder engagement to support sales growth.

Sales Team Leadership Team Management Sales Growth Account Management Stakeholder Engagement

Education

Degrees, certifications, and relevant coursework

Universidad Santiago de Cali (USACA)

International Business, Trade & Commerce, International Business, Trade & Commerce

Studied International Business, Trade & Commerce at Universidad Santiago de Cali (USACA).

Microsoft Learn

AI & Cloud Training, Artificial Intelligence (AI) & Cloud

Activities and societies: Completed 9 modules: AI Fundamentals, NLP, Azure Machine Learning, Generative AI, Responsible AI, GitHub Copilot workflows, and Azure Foundry Tools.

Completed an AI & Cloud training program on Microsoft Learn, covering AI fundamentals, NLP, Azure Machine Learning, generative AI, responsible AI, and GitHub Copilot workflows.