Rico Thornton
Columbus,GA
Summary
Detail-oriented, and highly skilled at software installation, upgrades, updates, and hardware replacement. Specialist in virus removal and performance tweaks. Adopts helpful and solutions-oriented approach when addressing specific user issues. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Ver-A-Fast
01.2021 - 01.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Troubleshooter
Conduent Call Center
01.2020 - 05.2021
- Enhanced customer satisfaction with timely resolution of complex technical problems.
- Leveraged strong communication skills to convey complex information clearly during customer interactions, improving client understanding of resolutions provided.
- Applied critical thinking skills to identify patterns in reported issues, enabling targeted improvements in hardware and software systems.
- Served as a subject matter expert on key technologies, assisting colleagues with challenging technical problems.
Scale Clerk
Advanced Disposal
02.2018 - 08.2019
- Increased overall operational efficiency through diligent data entry of incoming shipments into the tracking system.
- Contributed to a safe working environment by adhering to all safety protocols and reporting potential hazards immediately upon identification.
- Supported environmental initiatives by accurately documenting recyclable materials processed at the facility for reporting purposes.
- Monitored inventory levels closely, providing timely updates to purchasing staff when replenishment was needed.
Education
Certification - Technology Education
Columbus Technical College
Columbus, GA05.2017
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Network Troubleshooting
- Hardware troubleshooting
- Software Updates
- Remote Support
- Safety Requirements
- Technical knowledge
Certification
- MCAS - Microsoft Certified Application Specialist
Timeline
Customer Service Representative
Ver-A-Fast
01.2021 - 01.2022
Troubleshooter
Conduent Call Center
01.2020 - 05.2021
Scale Clerk
Advanced Disposal
02.2018 - 08.2019
Certification - Technology Education
Columbus Technical College
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