Nicola Gillins
St Catherine,Jamaica
Summary
Dedicated Customer Service Representative with a proven track record in delivering exceptional support and resolving inquiries. Expertise in communication, problem-solving, and fostering positive customer relationships has led to improved satisfaction and loyalty. Committed to enhancing team performance through knowledge sharing and best practices in customer service operations. Aiming to further develop skills within a high-standard organization that values excellence.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Resource Coordinator
A Place For Mom
Remote
08.2024 - Current
- Facilitated the search for suitable senior care services.
- Utilized targeted questioning techniques to identify needs and route inquiries efficiently to appropriate advisors.
- Addressed inquiries about senior care and housing options.
Care Coordinator
Care Solace
Remote
11.2021 - 06.2024
- Managed mental health support for families.
- Maintained communication between the family, caregiver, and other involved parties.
- Communicated with patients with compassion while keeping medical information private.
Reservation Specialist
Itel BPO Smart Solutions
02.2020 - 05.2020
- Verified guest information and payment options ensuring accuracy and completeness.
- Performed data entry into reservation system and updated customer information as needed.
- Assisted customers with booking reservations for the hotel.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
Amazon Customer Service Representative
Sutherland Global Services
03.2019 - 01.2020
- Handled account-related queries and order issues effectively for customers.
- Answered inbound calls, chats, and emails to facilitate customer service.
- Resolved customer complaints promptly and efficiently.
Amazon Customer Service Representative
Ibex Global
10.2017 - 01.2018
- Handled account-related queries and order issues effectively for customers.
- Answered inbound calls, chats, and emails to facilitate customer service.
- Resolved customer complaints promptly and efficiently.
Education
Associate Degree in Information Technology -
University of The Commonwealth Caribbean
Kingston Jamaica01-2026
General Studies -
St Hilda's High School
Jamaica01.2012
Skills
- Excellent communication skills
- Customer service
- Data entry
- Ability to accomplish multiple tasks within established timeframes
- Enthusiastic attitude in person, and over the telephone
- Ability to react to change productively and handle other tasks assigned
- Ability to learn and apply policies and procedures
- Ability to work peacefully and efficiently under pressure
Education
other,other
Certification
- CXC English Language, II
- CXC English Literatuere, II
- CXC Social Studies, II
- CXC Integrated Science, II
- CXC Office Administration, II
- CXC Home Economics Management, II
- CXC Spanish, III
- Sandals Grande Riviera Certification in Entertainment Coordinator
Timeline
Senior Resource Coordinator
A Place For Mom
08.2024 - Current
Care Coordinator
Care Solace
11.2021 - 06.2024
Reservation Specialist
Itel BPO Smart Solutions
02.2020 - 05.2020
Amazon Customer Service Representative
Sutherland Global Services
03.2019 - 01.2020
Amazon Customer Service Representative
Ibex Global
10.2017 - 01.2018
Associate Degree in Information Technology -
University of The Commonwealth Caribbean
General Studies -
St Hilda's High School
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