Chimmy Nsirim
@chimmynsirim
Customer-focused support specialist driving resolution, satisfaction, and process improvement.
NigeriaWhat I'm looking for
I am a results-driven customer support specialist with over three years of experience delivering high-quality service, resolving complex enquiries, and improving customer satisfaction. I consistently maintain high data accuracy in CRM systems and drive measurable improvements in complaint resolution.
At Capita supporting Scottish Power and O2, I managed high-volume caseloads, achieved 95%+ data accuracy and first-contact resolution rates, and reduced complaint resolution times through proactive process changes. I collaborate across teams to identify trends and implement process improvements that boost operational efficiency and customer retention.
With a background in project support in the public health sector and a PRINCE2 Practitioner certificate, I bring strong stakeholder communication, reporting, and project-tracking skills. I prioritize clear documentation, timely delivery, and continuous improvement to enhance customer experience.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Capita
Sep 2023 - Present (2 years 1 month)
Managed high-volume inbound/outbound calls and complaints for Scottish Power, achieving 90%+ satisfaction and reducing complaint resolution times by 50% through process improvements and cross-functional collaboration.
Client Support Officer
Capita
May 2022 - Sep 2023 (1 year 4 months)
Delivered personalised support to 100+ clients weekly for O2, maintaining a 4.8/5 CSAT and 95% first-contact resolution while reducing response times and improving CRM utilization.
Project Support Officer
Rivers State Primary Health Care Management Board
Jan 2020 - Jan 2022 (2 years)
Identified and implemented process improvements that reduced complaint response times by 30% and improved stakeholder satisfaction by 40%, while maintaining 95% on-time delivery of project initiatives.
Education
Degrees, certifications, and relevant coursework
AUAston University
Master of Arts, International Relations and Global Governance
2022 - 2023
Completed a Master of Arts in International Relations and Global Governance, focusing on contemporary global policy and governance frameworks.
Afe Babalola University
Bachelor of Science, International Relations and Diplomacy
2015 - 2019
Completed a Bachelor of Science in International Relations and Diplomacy with coursework covering diplomatic practice and international affairs.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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