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
Customer service expert
Mac & Windows systems
Application support
Technical troubleshooting
Federal guideline savvy
Attention to Detail
MS Office & G-Suite
Organization and Time Management
Knowledge of repossessions process
SalesForce, ServiceNow, & Connectwise CRM systems
Creative problem solving
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