Customer Service Support Specialist

CHINECHEM JACINTA

UK, +44-753*-******, ****************@*****.***

PROFILE Dynamic and results-driven Customer Support Specialist with 4+ years of hands-on experience delivering white-glove service across fast-paced remote and hybrid environments. Renowned for resolving complex customer issues, fostering long-term relationships, and ensuring regulatory compliance with data privacy standards. Adept in using modern CRM systems, remote collaboration tools, and performance analytics to drive service excellence and client retention. Passionate about continuous improvement and delivering consistent, customer-first experiences.

PROFESSIONAL EXPERIENCE

Apr 2022 — Present Customer Service Representative (Remote), Conduent ILondon,UK

• Delivered empathetic and accurate support to over 80+ customers daily across multiple channels, maintaining a 97% average satisfaction rate.

• Resolved inquiries related to billing, account updates, and authorizations, ensuring strict adherence to HIPAA and internal data protocols.

• Created self-service documentation that reduced repeat inquiries by 20%.

• Led peer coaching sessions to enhance call handling techniques and first-contact resolution metrics. Mar 2018 — Jan 2020 Claim Support Analyst (Remote), Currance remote

• Processed and resolved high-volume healthcare claims efficiently, achieving a 99.8% accuracy rate in data validation.

• Managed customer queries on claim status, adjustments, and denials, reducing turnaround time by 30% through proactive communication.

• Coordinated with compliance and auditing teams to maintain policy alignment and ensure seamless customer experiences.

• Assisted in onboarding new team members and developed training templates for productivity tools. Jun 2018 — Feb 2019 Customer Service Associate, Elevate service Ltd. uk

• Supported end-users with account onboarding, troubleshooting, and service escalations for legal and financial services.

• Managed CRM updates and tracked case resolutions, increasing client retention by 15%.

• Acted as liaison between technical departments and clients to translate technical language into customer-friendly solutions.

EDUCATION

Present Bachelor of Science (BSc), Computer Science and Information Technology, University of Ibadan

SKILLS customer success & Resolution

Strategy

Expert

Muiti- Channel

Communication(Phone,Email,Chat)

Expert

CRM & Ticketing Systems (

Zendesk,Salesforce,Freshdesk)

Expert

SLA Management & Quality

Assurance

Expert

Remote Collaboration (Zoom

,MS Teams,Slack)

Expert

Microsoft Office 365 & Google

Workspace

Expert

Workflow Optimization &

knowledge Management

Expert

Cross -functional Team

Collaboration

Expert

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