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Waseela Jooma

@waseelajooma

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I build trusted client relationships and improve payment, banking, and technology delivery.

South Africa

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What I'm looking for

I'm looking to build trusted client and stakeholder relationships in payments, banking, FinTech, or technology, where I can bridge business and technical teams, improve customer experience, and deliver effective solutions.

I've supported payments, banking, and technology delivery at DigiProcessing, connecting business stakeholders with technical teams to turn customer needs into prioritised product initiatives.

As a Junior FinTech Product Owner, I managed product backlogs, stakeholder communication, payment integrations, transaction investigations, and API-driven automation initiatives. I used SQL and transaction data to investigate issues, identify trends, and support informed operational decisions.

Earlier at DigiProcessing, I supported banking product processes and monitored more than 100 international payment and banking systems, working with card processors, PayPal, and Neteller to resolve service issues.

I'm now applying my relationship management, sales, negotiation, and pipeline management experience as a Real Estate Agent, guiding clients through property transactions and building long-term trust.

Experience

Work history, roles, and key accomplishments

Current

Real Estate Agent

Current

RE/MAX Property Associates

Oct 2024 - Present (2 years)

Manage the full customer relationship lifecycle, from lead generation and initial consultation through negotiation, transaction coordination, and ongoing client engagement. Build and maintain relationships with buyers, sellers, investors, and professional stakeholders.

Customer Relationship Management Account Management Lead Generation Negotiation Pipeline Management Digital Marketing Social Media Customer Experience

Junior FinTech Product Owner (Payments)

DigiProcessing

Aug 2022 - Sep 2024 (2 years 1 month)

Managed relationships with business stakeholders and cross-functional teams across payments and technology, acting as a key link between business requirements and technical delivery. Prioritised product backlog and facilitated stakeholder engagements.

Product Management Agile Stakeholder Management Payments APIs SQL Data Analysis Backlog Management Cross Functional Collaboration

Senior Banking Product Administrator

DigiProcessing

Mar 2019 - Jul 2022 (3 years 4 months)

Managed and supported banking and payment product processes, working with internal stakeholders, technical teams, legal teams, and external partners. Acted as a key communication link between business stakeholders and technical teams.

Banking Products Payments Stakeholder Management Technical Documentation APIs Process Improvement Customer Experience

Banking Technical Support Analyst

DigiProcessing

May 2016 - Feb 2019 (2 years 9 months)

Monitored performance of 100+ international payment and banking systems and proactively escalated issues to relevant internal and external teams. Worked directly with payment processors to investigate and resolve technical and service issues.

Payments Banking Systems Technical Support Issue escalation Monitoring Root Cause Analysis

Customer Service Coach

Digi Outsource

Dec 2015 - Apr 2016 (4 months)

Coached a team of customer service agents to improve KPIs, quality assurance, compliance, and customer experience. Conducted one-on-one coaching and QA sessions and supported continuous improvement initiatives.

Coaching Quality Assurance Customer Experience KPI Improvement Process Improvement

Customer Service Host

Digi Outsource

Oct 2014 - Nov 2015 (1 year 1 month)

Delivered customer support via online chat, email, and inbound calls for Australian-based clients. Resolved account, technical, and product queries while maintaining professionalism and empathy.

Customer Support Communication Skills Problem Solving CRM Metrics

Business Owner

Waseela's SoulFood

Mar 2014 - Sep 2014 (6 months)

Managed customer acquisition, orders, marketing, client service, budgeting, procurement, and delivery logistics. Built a loyal customer base through relationship building and consistent service quality.

Business Management Customer Acquisition Marketing Budgeting Procurement Logistics

Customer Service Team Leader

Wine of the Month

Nov 2009 - Feb 2014 (4 years 3 months)

Supervised a team handling customer subscriptions, queries, billing, and order issues. Improved customer retention and service response times by refining scripts and escalation processes.

Team Leadership Customer Service CRM Training Performance Monitoring Escalation Management

Service & Sales Consultant

First National Bank (FNB)

May 2007 - Oct 2009 (2 years 5 months)

Assisted clients with banking services and account management while delivering professional, customer-focused service. Met monthly cross-selling targets for banking and insurance products.

Banking Services Account Management Cross Selling Customer Service Complaint Resolution