Customer Service Technical Support

Nicca Shelton

**************@*****.*** 770-***-**** Fairburn, GA

SUMMARY

Customer Service professional with 7 years of experience seeking a Customer Service Rep role. Proven track record in resolving technical issues, managing client accounts, and achieving high customer satisfaction rates at companies like Accenture and Amazon. Skilled in using tools like Salesforce and Zendesk, with strong problem-solving and communication abilities in fast-paced environments. WORK EXPERIENCE

Accenture Atlanta, GA

Customer Service Support Jan 2023 - Oct 2024

• Resolved over 150 technical support tickets monthly using Jira, achieving a first-contact resolution rate of 85%, which significantly reduced end-user downtime.

• Provided comprehensive technical support and training to over 500 users, resulting in a 40% decrease in repeated support requests and enhancing overall user competence and satisfaction.

• Managed client accounts, resolving billing and access issues, which contributed to achieving a 95% customer satisfaction rate.

• Utilized Salesforce to assist the technical team in identifying recurring issue trends and prioritizing enhancement requests.

Amazon.com Atlanta, GA

Customer Support Specialist Sep 2022 - Jan 2023

• Assisted customers with order tracking and delivery issues, reducing escalations by 25% through effective problem-solving and timely communication.

• Provided technical support for devices and digital services, successfully resolving 95% of technical issues within the first interaction.

• Utilized product and service knowledge to recommend solutions, increasing upsell opportunities by 15% and contributing to sales growth.

Peloton Atlanta, GA

Customer Service Experience Nov 2021 - Jul 2022

• Provided timely and accurate updates on shipment and delivery schedules, enhancing customer clarity and satisfaction.

• Collaborated with logistics and support teams to effectively address and resolve complex delivery issues.

• Maintained high performance metrics in response time and customer satisfaction, reinforcing the company's reputation for exceptional customer support.

Teleperformance Atlanta, GA

Technical Support Specialist Jan 2018 - Feb 2020

• Delivered detailed guidance and education to over 200 customers monthly on Apple products, improving customer satisfaction scores by 30%.

• Conducted diagnostics and repairs for software and hardware issues, restoring functionality for 95% of cases in the first interaction.

• Assisted with system updates and product configurations, reducing recurring technical issues by 25%. AAA (through Aguero) Atlanta, GA

Roadside Assistance Representative Nov 2015 - Nov 2017

• Confirmed customer locations and advised relocation to secure areas to ensure safety during roadside emergencies.

• Coordinated with dispatch teams to deliver timely and efficient roadside assistance services.

• Maintained accurate records of customer interactions and dispatches, enhancing operational efficiency and customer satisfaction.

EDUCATION

High School

High school diploma or GED, Communications

SKILLS

Analysis Skills • Adaptable in Fast-Paced, High-Stress Environments (7 Years) • Account Management • Strong Ability to Handle Escalations and Resolve Customer Issues (3 Years) • Zendesk • Jira • Help Desk • Exceptional Communication and Interpersonal Skills (7 Years) • Technical Proficiency

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