JOSINE MASAMBA

• Acted as the primary contact for customers in both languages, addressing and documenting all inquiries and concerns.
• Communicated with customers via phone, email, social media, and chat to provide exceptional service.
• Handled complaints and escalations professionally, gathering feedback to improve services.
• Tracked and resolved issues related to products and services, including warranty claims and returns.
• Collaborated with sales, service, and logistics teams to ensure smooth customer interactions and satisfaction.
• Assisted sales teams with appointments, test drives, and vehicle deliveries.
• Coordinated with suppliers and shipping companies to ensure the timely delivery of vehicles and parts.
• Maintained bilingual records of customer interactions, and prepared weekly Excel-based reports for management.

(Shipment Payment Monitoring)

• Serve as the point of contact for payment issues, resolving discrepancies, or disputes related to invoicing.
• Monitor outstanding invoices, follow up on overdue payments, and reconcile accounts with received payments.
• Record and process payments (checks, wire transfers, credit cards), ensuring correct account allocation.
• Regularly reconcile accounts receivable with financial reports and bank statements, resolving any discrepancies.
• Generate and issue invoices for services rendered, ensuring accuracy, due dates, and payment terms.
• Filing and organizing documents properly ensures easy access to financial records.
• Reporting: Generate AR aging reports and periodic reports on account statuses and collections.

• Answered incoming calls and emails from importers/ CBSA/ car dealers/ custom brokers/licensing offices concerning vehicle import related issues.
• Advised importers about vehicle admissibility, import process and fees payments as per Transport Canada guidelines and regulations.
• Processed payments over the phone.
• Assisted in putting importers information into spreadsheets and company database to provide Transport Canada.
• Sorted source documents and organized to be filed.

• Handled both inbound and outbound calls.
• Reviewed customer financial data to assess level of risk involved for extending credit.
• Requested financial documents from customers.
• Analyzed and evaluated applicant credit bureau report and personal income.
• Reviewed and approved credit card applications, following CIBC procedure and guidelines
• Worked successfully with diverse group of coworkers to accomplish and meet company goals.
• Used lots of personal Judgment in determining credit card approval and setting credit limits.