Summary
Overview
Work History
Education
Skills
Certification
Languages
Websites
Accomplishments
Affiliations
References
Timeline
Generic

Mercedes Thomas

Lithonia,GA

Summary

Dynamic Technical Advisor at Concentrix with a proven track record in system troubleshooting and software deployment. Recognized for enhancing customer satisfaction through effective communication and problem-solving skills. Adept at collaborating with teams to implement innovative solutions, ensuring seamless operations and timely project completion. Committed to delivering high-quality technical support and user account management.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Technical Advisor (Apple)

Concentrix
Charlotte, NC
10.2024 - Current
  • Troubleshot system errors, identified root causes and implemented corrective measures.
  • Collaborated with internal teams on projects involving the installation of new equipment or upgrades to existing systems.
  • Provided company users with tech support for IT problems and account maintenance.
  • Deployed software patches and updates in a timely manner.
  • Evaluated customer requirements and provided appropriate solutions based on industry standards.
  • Assisted in the design, development, testing, implementation, and maintenance of software applications.

Customer Service Representative (OnStar)

Concentrix
Charlotte, NC
02.2023 - 08.2024
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Developed positive relationships with customers through friendly interactions.
  • Contacted customers about potential service upgrades, new services and account changes.

Customer Service Representative (Statefarm)

Concentrix
Charlotte, NC
11.2021 - 10.2022
  • Implemented innovative methods for streamlining the customer service process.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Answered inbound calls, chats and emails to facilitate customer service.

Kitchen Aide

The Madeline Of Decatur
Decatur, GA
05.2020 - 10.2021
  • Disposed of trash in a timely manner following established procedures.
  • Operated dishwashing machines to clean dishes and utensils efficiently.
  • Coordinated with other kitchen staff to ensure smooth operation and timely preparation of food.
  • Cleaned kitchen equipment, surfaces, utensils and appliances after use.
  • Followed health and safety guidelines to prevent accidents and ensure a safe working environment.
  • Observed food safety and sanitation protocols to reduce germ spread.
  • Cleaned and sterilized dishes, countertops, and utensils to prevent bacteria growth.
  • Maintained high standards of hygiene throughout the kitchen area.

Extern

Dr. Sewells Adult and Pediatric Medicine
Decatur, GA
03.2019 - 04.2020
  • Listened carefully to physicians and nurses to ascertain appropriate treatment for different diseases and conditions.
  • Monitored operations and reviewed records and metrics to understand company performance.
  • Developed relationships with local universities to increase awareness of available internships.
  • Operated office equipment such as computers, printers, scanners, fax machines, efficiently.
  • Learned how to properly operate different medical devices under professional's instruction.
  • Greeted office visitors, provided information, and directed to appropriate personnel.

Teacher Aide

Alpha Academy
Decatur, GA
01.2018 - 02.2019
  • Collaborated with colleagues to plan lessons that integrate various subject areas into a cohesive unit of study.
  • Assessed student performance through tests, quizzes and other assessments.
  • Created and enforced child-based, hands-on curriculum to promote student interest and receptive learning.
  • Prepared and maintained classroom environments appropriate for student learning and physical, social and emotional development.
  • Encouraged critical thinking skills and problem solving strategies among students.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Education

High School Diploma -

Miller Grove High School
Lithonia, GA
05-2015

Some College (No Degree) -

Woodruff Medical Training And Testing
Tucker, GA

Skills

  • System troubleshooting
  • Software deployment
  • Customer support
  • Technical documentation
  • Hardware installation
  • User account management
  • Solution evaluation
  • Problem solving
  • Time management
  • Team collaboration
  • Attention to detail
  • Effective communication
  • IT troubleshooting
  • Software development
  • Teamwork
  • Reliability
  • Organizational skills
  • Performance metrics
  • Multitasking Abilities
  • Written communication

Certification

  • Got certification from going to medical school and completing it

Languages

English
Professional

Websites

Accomplishments

  • Accomplished going to school and completing it after having my first child

Affiliations

  • No activtites

References

References available upon request.

Timeline

Technical Advisor (Apple)

Concentrix
10.2024 - Current

Customer Service Representative (OnStar)

Concentrix
02.2023 - 08.2024

Customer Service Representative (Statefarm)

Concentrix
11.2021 - 10.2022

Kitchen Aide

The Madeline Of Decatur
05.2020 - 10.2021

Extern

Dr. Sewells Adult and Pediatric Medicine
03.2019 - 04.2020

Teacher Aide

Alpha Academy
01.2018 - 02.2019

High School Diploma -

Miller Grove High School

Some College (No Degree) -

Woodruff Medical Training And Testing

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Mercedes Thomas