Nishimwe Josiane

Led a team in resolving high-priority technical escalations for Microsoft business clients, reducing resolution time by 42%. Managed a high volume of Zendesk ticketing system cases while ensuring SLA compliance and prioritizing customer impact. Collaborated with stakeholders across time zones to develop innovative support solutions and analyzed root causes to drive continuous improvement.

Improved KYC verification accuracy by 45% while processing account opening forms. Streamlined onboarding workflows, reducing processing time by 25%. Engaged customers with a personalized approach, leading to a 30% increase in SME loan uptake. Trained staff on customer support protocols and coordinated with internal departments for seamless account management.

Processed over 500 daily financial transactions with 99.9% accuracy while managing significant cash flows. Increased product adoption by 22% through cross-selling and maintained compliance with anti-fraud policies. Resolved inquiries on first contact, contributing to enhanced service ratings and customer satisfaction.

Assisted in the underwriting process, gaining exposure to risk assessment and policy underwriting. Contributed to team efforts in evaluating insurance applications and improving operational workflows.

Gained practical experience in retail business operations within the insurance sector. Assisted in customer interactions and supported the team in enhancing service delivery.

Currently enrolled in a Master of Science in Project Planning and Management, focusing on strategic planning, project execution, and management methodologies.

Pursued a Bachelor of Business Management with a focus on Risk Management and Insurance, gaining insights into financial principles, risk assessment, and insurance practices.