Jeff Harry Nirsimloo
Dublin
Summary
Detail-focused CRM and customer lifecycle professional with 5+ years of experience managing end-to-end customer journeys, multi-channel communications, and CRM workflows in high-volume enterprise environments. Proven track record of managing complex prospect-to-customer pipelines with 99%+ accuracy, ensuring every contact receives the right information at the right stage of their journey. Experienced in maintaining data integrity, driving cross-functional alignment between sales, operations, and compliance teams, and continuously improving communication quality and process efficiency. Seeking to bring operational CRM expertise to a lifecycle marketing role where student progression and conversion are the core outcomes.
Overview
6
6
years of professional experience
Work History
Senior Customer Care Specialist
Infosys BPM Ltd
Dublin
03.2024 - 08.2025
- Served as primary point of contact for EMEA customers across the full decision and resolution lifecycle, managing enquiries via email, live chat, and phone with emphasis on empathetic, timely, and clear communication
- Processed 300+ customer interactions daily with 99%+ accuracy across licensing enquiries, renewals, agreement amendments, and escalations - consistently meeting and exceeding SLA targets
- Managed customer records and contact histories within CRM, proactively following up to prevent drop-offs and ensure smooth progression through approval and fulfilment stages
- Coordinated cross-functional teams (Finance, Compliance, Support) to resolve complex queries, maintaining seamless communication with the customer throughout each stage of resolution
- Oversaw credit review, refund authorisation, and amendment processes, ensuring customers received accurate, confident guidance during high-stakes decision points
- Maintained detailed documentation of all customer interactions, exceptions, and escalations, supporting audit readiness and continuous performance improvement
Senior Process Executive
Infosys BPM Ltd
Dublin
09.2019 - 08.2025
- Managed end-to-end customer lifecycle journeys using Microsoft Dynamics ERP/CRM for EMEA enterprise accounts, overseeing prospects from initial enquiry through licensing, agreement, renewal, and amendment stages
- Maintained CRM data hygiene, segmentation accuracy, and record integrity across a portfolio of high-value accounts, ensuring clean data to support accurate communications and reporting
- Identified friction points across the customer progression funnel and escalated process improvements to cross-functional teams (Global Sales, Finance, Compliance, and Microsoft Partners), reducing resolution time and improving flow-through rates
- Designed and led team training and knowledge transfer programmes on CRM workflows, compliance procedures, and communication best practices, improving team accuracy and onboarding speed
- Collaborated closely with Sales and Compliance teams to ensure customers had clear, timely, and relevant information to make confident purchasing and renewal decisions
- Ensured all CRM records, data entries, and customer interactions met strict GDPR and SOX compliance standards - zero violations across 5+ years
- Delivered French-language communications for customer queries and contract documentation, supporting EMEA-wide outreach and relationship management
Logistics & Sales Support
Aran Sweater Market
Dublin
08.2019 - 08.2019
- Supported high-volume order fulfilment and sales operations during peak trading periods, ensuring accurate and timely delivery of customer orders
- Managed packaging and labelling processes for international orders with meticulous attention to detail
Education
Bachelor of Science - Computer Science
City and College of Technology (CCT)
Dublin, Ireland01.2013
Diploma - Airline Customer Service
Airline Training and Services (ATRS)
Dublin, Ireland01.2012
Skills
- CRM & Lifecycle
- Communication & Campaigns
- Operations & Data
- CRM Workflow Management
- Multi-Channel Communications
- Data Quality & Segmentation
- Customer Journey Mapping
- Empathetic & Clarity-Focused Messaging
- CRM Data Hygiene
- Funnel & Pipeline Management
- Cross-Functional Stakeholder Communication
- SLA & Performance Management
- Lifecycle Nurture & Retention
- French-Language Business Communication
- GDPR & Compliance Documentation
- Friction Identification & Removal
- Customer Decision Support
- Process Improvement
- CRM Platforms
- Microsoft Suite
- Productivity & Documentation
- Core Competencies
Accomplishments
- Zero compliance violations across 5+ years of CRM and data management in a regulated enterprise environment (SOX, GDPR).
- 99%+ accuracy sustained across 300+ daily CRM-managed customer interactions in a complex multi-product licensing environment.
- 100% contract validation accuracy across high-volume agreement processing and amendment workflows.
- Led team training initiatives that improved colleague proficiency in CRM tools, compliance procedures, and lifecycle communication standards.
- Delivered seamless customer journeys during high-pressure fiscal year-end periods, maintaining SLA performance and customer satisfaction under volume surges.
Languages
English
French
Mauritian Creole
References
Available on request
Timeline
Senior Customer Care Specialist
Infosys BPM Ltd
03.2024 - 08.2025
Senior Process Executive
Infosys BPM Ltd
09.2019 - 08.2025
Logistics & Sales Support
Aran Sweater Market
08.2019 - 08.2019
Bachelor of Science - Computer Science
City and College of Technology (CCT)
Diploma - Airline Customer Service
Airline Training and Services (ATRS)