Summary
Overview
Work History
Education
Skills
Timeline
Intern

LaTrina Nickens

Indianapolis,IN

Summary

Seasoned Technical Support Engineer with 6 years of hands-on IT expertise and over 12 years of customer-facing experience. Proven ability to provide top-tier technical assistance, build strong client relationships, and ensure client satisfaction. Seeking a challenging role to leverage my deep technical knowledge, problem-solving skills, and customer-centric approach to contribute to a forward-thinking organization's success, while continuing to enhance my professional growth in the field of technical and customer support.

Overview

7
7
years of professional experience

Work History

Customer Experience Associate

Conduent
08.2023 - Current
  • Managed call flow to respond to technical support needs of customers.
  • Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
  • Multi-tasked CRM systems ( Core & ServiceNow) while providing service and resolving customer issues, questions, comments or concerns.
  • Conducted product troubleshooting when required, employing a systematic approach to identify and resolve issues, ensuring minimal customer downtime.
  • Assisted customers in troubleshooting and resolving issues with Apple products ( IOS, IpadOS, WatchOS, Mac ) demonstrating strong product knowledge and problem-solving skills.


NOC Support Engineer/Service Desk Engineer

Gadellnet
01.2021 - Current
  • Supported global network users with connectivity, VPN, and access issues.
  • Updated internal customers regarding open tickets and status of resolutions.
  • Monitored and maintained network and software components according to established guidelines and best practices.
  • Closed first-time tickets quickly and met resolution volume requirements.
  • Coordinated with technical support, service provisioning and sales teams to deliver network services at or above SLA requirements.
  • Provided primary customer support to internal and external customers.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Served customer account and technical needs across 100+ daily calls, emails, & chat consistently meeting productivity and quality targets.
  • Collaborated with different staff and management to facilitate department-specific onboarding.
  • Reviewed onboarding processes regularly, identifying and correcting deficiencies.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Created user accounts and assigned permissions.

Skip Trace Investigator

Location Services
08.2021 - 05.2022
  • Searched computer databases, credit reports, public records or other resources to locate persons or to compile information for investigations.
  • Made daily collection calls to customers.
  • Worked closely with repossession agents to coordinate activities.
  • Identified best-known address to locate client's collateral or customer.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Used skip tracing and other techniques to locate debtors.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Self-motivated, with a strong sense of personal responsibility.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Proactively monitored accounts and addressed various issues.

Associate Service Desk Analyst

Bell Techlogix Inc
03.2018 - 01.2021
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Identified and assessed customer's needs quickly and accurately.
  • Recorded details of conversations, complaints and actions taken in CRM.
  • Trained staff on operating procedures and company services.

Debt Collection Specialist

Premiere Credit of North America
04.2016 - 10.2017
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Achieved performance goals on consistent basis.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Developed strong relationships with customers to foster timely payments and account resolution.
  • Regularly monitored accounts to identify overdue balances and potential areas of risk.
  • Entered client details and notes into system for interdepartmental access and review.
  • Consistently met monthly collection quotes collecting upwards of 150k monthly.
  • Followed government guidelines such as HIPPA and FDCPA.

Education

Bachelor of Science - Information Technology

Western Governors University

Associate of Arts - InformationTechnology

University of Phoenix

Skills

    Complaint resolution

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Timeline

Customer Experience Associate

Conduent
08.2023 - Current

Skip Trace Investigator

Location Services
08.2021 - 05.2022

NOC Support Engineer/Service Desk Engineer

Gadellnet
01.2021 - Current

Associate Service Desk Analyst

Bell Techlogix Inc
03.2018 - 01.2021

Debt Collection Specialist

Premiere Credit of North America
04.2016 - 10.2017

Bachelor of Science - Information Technology

Western Governors University

Associate of Arts - InformationTechnology

University of Phoenix

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LaTrina Nickens