Chihurumnanya Godwin

CHIHURUMNANYA RUTH GODWIN Customer Service Professional PROFESSIONAL PROFILE Customer-focused professional with 4+ years of experience building lasting relationships, resolving complex queries, and delivering outstanding service across high-stakes, regulated environments. Consistently commended for empathy, active listening, and the ability to explain complex technical information in clear, accessible language. Proven track record of maintaining 95% client retention, coordinating services for 300+ individuals, and improving operational efficiency by up to 50%. CORE STRENGTHS FOR THIS ROLE ✔ Empathetic telephone communication ✔ CRM & digital platform navigation ✔ Complex query handling & problem-solving ✔ Handling difficult conversations with care ✔ Rapport-building with diverse clients ✔ Compliance & regulated environments ✔ Fact-finding & active listening ✔ Positive, can-do attitude under pressure SYSTEMS & DIGITAL TOOLS Microsoft 365 (Excel, Word, Outlook, Teams) | CRM Platforms | Jira | Microsoft Azure | Google Cloud Platform | Documentation & Workflow Systems WORK EXPERIENCE Customer Operations Lead Pocket Sergeant | United Kingdom January 2025 – May 2025 Provided frontline operational support for a regulated law-enforcement mobile platform serving 10,000+ users, developing strong skills in empathetic communication, stakeholder engagement, and managing complex, sensitive queries. • Acted as the primary coordination and communication point for cross-functional teams, managing inbound queries, resolving issues, and ensuring a high-quality experience for all users and stakeholders. • Delivered clear, empathetic communication to diverse users, including frontline police officers, adapting tone and approach to meet individual needs, mirroring commitment to personalised service. • Maintained detailed records, case documentation, and progress trackers, ensuring every customer interaction was logged accurately and followed up appropriately. • Handled objections and escalations calmly and professionally, reducing backlog by 40% through structured, customer-first resolution processes. • Championed digital adoption among users, increasing uptake of digital tools by 65% in three months through patient explanation, guidance, and ongoing support. • Facilitated sprint planning and stakeholder update meetings, improving operational efficiency by 50% through effective communication and coordination. Customer & Operations Coordinator StaffOnTap | Connecticut, United States (Remote) March 2022 – Present Delivered high-quality administrative and customer coordination support in a fast-paced, compliance-driven healthcare staffing environment, managing a caseload of 300+ professionals with a focus on accuracy, empathy, and service quality. • Served as the first point of contact for healthcare professionals and facility clients, resolving queries, providing information, and ensuring a positive experience throughout the onboarding and placement process. • Built strong working relationships with clients, recruiters, compliance teams, and healthcare facilities, maintaining clear, professional communication always. • Managed CRM records, compliance documentation, and operational trackers, reducing processing time by 40% while maintaining 100% accuracy in regulated data. • Handled multiple complex cases simultaneously, prioritising effectively under pressure while maintaining a consistently high standard of service, contributing to a 95% client retention rate. • Demonstrated excellent fact-finding skills by asking the right questions to understand client needs, enabling accurate and efficient resolution of queries the first time. • Proactively identified process improvements that increased team productivity by 30%, showing a positive, can-do attitude. Operations Coordinator Summa San | New York, United States (Remote) March 2022 – September 2023 Supported a global humanitarian organisation serving 5,000+ beneficiaries, developing strong cross-cultural communication, stakeholder coordination, and customer service skills across diverse, international audiences. • Managed multi-stakeholder communication across international partners, providing clear, timely information and resolving queries to maintain programme continuity. • Maintained accurate documentation and reporting frameworks, ensuring accountability and transparency across all customer and partner interactions. • Led coordination for SDG FEST 2023, achieving 20,000+ engagements through strategic relationship-building and excellent programme delivery. • Demonstrated ability to manage complex, sensitive situations with professionalism and empathy, core qualities for supporting customers. EDUCATION & PROFESSIONAL DEVELOPMENT MSc IT Project Management (Cybersecurity Focus) with Distinction - Teesside University, UK Postgraduate Diploma in Project Management (2023) | IBM Project Management Essentials (2024) ISC² Certified in Cybersecurity (CC) | Microsoft AZ-900 | Microsoft SC-900 | PRINCE2 (In Progress) Member, Association for Project Management (October 2024) REFERENCES Available on request.