Nicola Lawrence
Service Request Officer/ Technical Services
Portmore
Summary
Innovative, flexible and proactive solution focused individual with 5+ years of professional experience. Demonstrates excellent interpersonal skills and is known for reliability, with swift capacity to learn and apply new skills. Displays strong verbal and written communication acumen complemented with the ability to work well independently or under pressure and embrace a dynamic business environment. Poised to contribute to team success and achieve positive results, ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
7
7
years of professional experience
2021
2021
years of post-secondary education
Work History
Service Request Officer/Technical Services
Unicomer Group
Kingston, Kingston
08.2024 - Current
- Effectively manage technicians and their appointments to ensure customer commitments are being met in a timely manner.
- Monitor and log service request within 24 hours of receipt from the various Courts branches island wide.
- Liaise with relevant departments to provide status updates to customers and branches.
- Address complaints from customers and branches.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Customer Relations Agent
Unicomer Group
01.2022 - 08.2024
- Proactively provide customer support through various channels in a high-velocity environment, using a sense of urgency, maintaining customer satisfaction ratings
- Aiding customers with product repairs and sales and company queries to ensure all matters are dealt with to maintain positive customer relationships and promote growth
- Handling daily and monthly reports to be shared with department leads
- Directing customers to the various department/branches based on query
Customer Service Representative
Hinduja Global Solutions
10.2021 - 09.2022
- Reduce customer churn by explaining coverage and benefits to customers, guaranteeing first call resolution
- Proactively provide customer support in a high-velocity environment, using a sense of urgency, maintaining customer satisfaction ratings
- Employ a self-starter approach by taking the initiative to resolve customer queries and concerns, promoting the overall image of the company
Customer Service Representative
Conduent
09.2018 - 06.2021
- Steered the process of working on Asus account by providing technical support to a high volume of customers daily, troubleshooting and resolving issues with their devices
- Oversaw Humana account by helping health insurance members understand benefits and health coverage, while providing world-class customer service
- Maintained customer satisfaction ratings by developing positive relationships with clients via telephone
Social Work Trainee
Victim Services Division
Kingston, Kingston
08.2020 - 11.2020
- Streamlined proceedings through the provision of individual and family counselling sessions, enhancing the well-being of clients who survived traumatic events
- Administered intake interviews daily, using a consultative approach, explaining to clients the goal of counselling sessions
- Pioneered telephone counselling, using an empathetic and compassionate approach, promoting a safe space for clients to open up
- Completed session notes after each session, using superior writing skills, effectively diagnosing clients for the most suitable treatments going forward
- Facilitated professional and personal growth by actively participating in restorative justice conferences
Education
BSc. - Social Work
Jamaica Theological Seminary
Asc. - Social Work
Portmore Community College
Skills
- Verbal/Written Communication
- Timeline-driven
- Multitasking
- Attention to detail
- Creative Thinking
- Willingness to learn
- Teamwork and collaboration
- Problem Solving
- Resourceful
- Computer Literate
- Record Management
- Relationship Building
- Customer Service
- Telephone Etiquette
Technical support
Recognitions
Outstanding academic performance in Arts & Humanities Department, Portmore Community College, 2019
Education Certifications
- BSc. Social Work, Jamaica Theological Seminary, 2021
- Asc. Social Work, Portmore Community College, 2018
Timeline
Service Request Officer/Technical Services
Unicomer Group
08.2024 - Current
Customer Relations Agent
Unicomer Group
01.2022 - 08.2024
Customer Service Representative
Hinduja Global Solutions
10.2021 - 09.2022
Social Work Trainee
Victim Services Division
08.2020 - 11.2020
Customer Service Representative
Conduent
09.2018 - 06.2021
Asc. - Social Work
Portmore Community College
BSc. - Social Work
Jamaica Theological Seminary
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