Looking for a job

Lina Nicholls-Laurent

@linanichollslaurent

Message

I'm a support and training pro shifting into HR with a focus on onboarding and development.

Antigua and Barbuda

Message

What I'm looking for

I'm looking for a role where I can combine my experience in support and training with my growing HR skills. I want to contribute to a team that values clear communication, fairness, and continuous improvement, especially in areas like onboarding, employee support, and development.

I’m an experienced customer support specialist with over eight years in high-volume, multi-channel environments, especially in online gaming. I’ve worked with CRM systems, handled VIP clients, managed AML compliance, and helped onboard and train new agents. I’m currently building on that foundation by pursuing certifications in HR management and recruiting. I bring strong communication skills, a collaborative mindset, and a solid understanding of regulatory processes to both support and HR roles.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

GMIS

Jan 2020 - Feb 2025 (5 years 1 month)

Delivered comprehensive customer support to players via live chat, email, and phone, including specialized assistance for high-value VIP clients. Investigated account and gameplay issues, coordinating with compliance and risk teams, and supported AML queries while collaborating internally to identify questionable activities.

Customer Service Live Chat Support Email Support Phone Support VIP Client Management AML Compliance Risk Management Gaming Systems Conflict Resolution Team Collaboration

Server/Waitress

Ana's on the Beach

Sep 2019 - Jan 2020 (4 months)

Welcomed guests and provided an attentive dining experience, accurately recording and serving food and beverage orders. Effectively communicated with kitchen staff to ensure order accuracy and timing, and professionally resolved customer concerns.

Customer Service Food Service Order Taking Communication Conflict Resolution Team Collaboration Attention To Detail

Receptionist

Potters Place GuestHouse

Dec 2018 - Aug 2019 (8 months)

Managed comprehensive front desk operations, including guest check-in/out, reservations, and concierge support, while maintaining booking platforms and responding to inquiries. Handled payments, recorded daily financial transactions, and oversaw guesthouse operations during manager absences.

Front Desk Operations Guest Relations Reservations Management Payment Processing Administrative Skills Inventory Management Communication Customer Service

Customer Service Representative

Farmers Insurance

Jan 2018 - Present (7 years 6 months)

Supported policyholders with claims, billing inquiries, and coverage explanations over the phone, guiding clients through the insurance claims process. Resolved client concerns, clarified policy terms, and maintained accurate logs of all client interactions and policy updates.

Customer Service Insurance Claims Billing Support Policy Explanation Client Relations Documentation Conflict Resolution Communication

Customer Service Representative

Clear Harbor Dominica Charter Communications

Jan 2018 - Present (7 years 6 months)

Responded to customer calls regarding TV, internet, and phone service issues, guiding customers through basic troubleshooting steps and escalating unresolved problems. Assisted with account updates, billing questions, and service changes, documenting each interaction thoroughly in the CRM system.