Tracy Ann Lawrence
40 St. Mary Street, Port Maria P.O. St. Mary,01
Summary
Dynamic customer service professional with a proven track record at Xerox, Vincom Limited and Sagility adept at problem solving and conflict resolution. Enhanced customer satisfaction through effective communication and sales support, consistently achieving high ratings. Skilled in data entry and relationship management, I thrive in fast-paced environments, ensuring customer needs are met with precision and care.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Sagility (Jamaica)Limited
07 Saxthrope Avenue, Kingston 10
06.2021 - Current
- Engaged in conversation with customers to understand needs and answer product questions.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Receptionist
vincom limited
11 Latham Avenue, Kingston 06
05.2015 - 04.2021
- Developed and maintained a filing system for essential documents, improving office organization.
- Maintained an organized filing system of confidential client information in accordance with company policy.
- Greeted customers, answered general questions and directed to appropriate locations.
- Answered, screened, and forwarded incoming phone calls while managing multi-line telephone systems.
- Updated daily log book with information about visitors entering the premises.
Customer Service Representative
Xerox (Eservices)
Myers Wharf, Newport East, Kingston 15
05.2010 - 12.2012
- Gathered customer feedback through surveys and used the data to improve customer service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
Bachelor of Science - Sociology
University of The West Indies
Kingston 0711-2008
High School Diploma -
Camperdown High School
KIngston 1607-2004
GED -
Norman Manley High School
Kingston 1306-2002
Skills
- Customer service
- Problem solving
- Sales support
- Data entry
- Conflict resolution
- Customer relationship management
- Effective communication
References
References available upon request.
Timeline
Customer Service Representative
Sagility (Jamaica)Limited
06.2021 - Current
Receptionist
vincom limited
05.2015 - 04.2021
Customer Service Representative
Xerox (Eservices)
05.2010 - 12.2012
Bachelor of Science - Sociology
University of The West Indies
High School Diploma -
Camperdown High School
GED -
Norman Manley High School
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