Christopher Lawrence

About

Multi-skilled technical support and digital operations professional with 8+ years of experience across troubleshooting, networking, customer support, and workflow improvement. Known for delivering high-resolution support, clear communication, and consistent service in remote and fast-paced environments.

Experience

• Technical Support & Digital Systems Specialist
  HGS
  Apr 2026 – Present

  Deliver frontline customer support in a high-volume remote BPO environment using Salesforce CRM. Manage and update customer records, cases, and interactions, maintaining high satisfaction standards. Identify recurring issues and escalate patterns to improve resolution workflows. Maintain clear, professional communication across digital channels in line with client standards.

• Customer Support Specialist
  Ibex Global
  Jan 2026 – Apr 2026

  Delivered frontline customer support in a high-volume remote BPO environment using Salesforce CRM. Managed and updated customer records, cases, and interactions, maintaining high satisfaction standards. Identified recurring issues and escalated patterns to improve resolution workflows. Maintained clear, professional communication across digital channels in line with client standards.

• Senior Technical Specialist
  Communicase Ltd
  Aug 2015 – Nov 2025

  Delivered advanced troubleshooting across mobile, PC, and network systems, maintaining 95%+ resolution rate. Reduced repeat-issue rates by 30% through redesigned diagnostic workflows and preventive protocols. Managed inventory and specialised parts sourcing for cost efficiency and minimal downtime. Trained junior staff and authored technical documentation, improving team-wide consistency.

• Maintenance Technician
  Sandals European Village & Spa
  Sep 2014 – Oct 2014

  Maintained and repaired A/C, walk-in coolers, and refrigeration systems to health and safety standards. Calibrated temperature controls and coordinated parts procurement to reduce equipment downtime.

• Technician & Customer Service Rep
  The Phone Shop
  Jan 2013 – Feb 2015

  Diagnosed and repaired smartphones, tablets, and PCs including OS updates and device unlocking. Handled customer inquiries, complaints, and transactions in a fast-paced retail environment.

• Point of Sale & Clerical
  Agro Pak
  2012 – 2013
• IT Lab Technician
  Balaclava High School
  Jan 2011 – Oct 2013

  Installed and maintained computer systems and networks; resolved issues for staff and students. Delivered IT training, improving digital literacy and keeping lab availability consistently high.

• E-Learning Trainer
  Company
  2011 – 2012
• Data Entry Assistant
  Mandeville Regional Hospital
  2010 – 2011

Education

• Data Operations
  HEART Institute of Jamaica
  2011 – 2013
• High School
  Balaclava High School
  2007 – 2011

Skills

Tools / apps / platforms

Languages

Projects

• AI Prompt Engineering for Workflow Automation
  AI tools

  Applied AI prompt engineering to automate workflows and generate optimized marketing content.

• Promotional and Event Video Production

  Produced and edited promotional and event videos for commercial use.

• Branding Package Design

  Designed logos, labels, and marketing collateral for multiple clients.

• Website Development for Service-Based Businesses
  Wix, HTML/CSS

  Built and deployed websites for service-based businesses.

Courses & certifications

• Google Ads Apps Certification · Google Skillshop / Accredible Verified · 2025

🏆 Achievements & awards

• 95%+ First-Contact Resolution Rate

  Achieved across all technical support cases.

• Reduced Repeat Issues by 30%

  Through improved diagnostics and workflow redesign.

• Trained and Mentored Junior Technicians

  Increased team productivity and consistency.

• Developed Websites and Digital Assets for Multiple Businesses

  Improved clients' online presence.

⚽ Extracurricular activities

• Volunteer Peer Educator

  Red Cross

• Active in Worship Ministry
• Cricket Enthusiast

🎯 Hobbies & interests

• Cricket