Nijah M. Shepard

Mableton,GA

Summary

Dedicated and technically skilled Customer Service Representative with 6 years of experience in remote environments. Proven track record of resolving complex technical issues, de-escalating frustrated customers, and explaining technical concepts to non-technical users. Reliable self-starter with a fully equipped home office, ready to deliver high-quality support independently.

Overview

years of professional experience

Work History

Customer Service Representative

Amazon

Atlanta, GA

12.2024 - 01.2026

Acted as the primary point of contact for customer grievances, using de-escalation techniques to turn frustrated callers into satisfied, loyal customers.
Managed a high-volume ticket queue for billing and account access issues, prioritizing urgent cases to meet strict Service Level Agreements (SLAs).
Collaborated with cross-functional teams to resolve shipping and order discrepancies, reducing average resolution time by 20%.
Maintained up-to-date knowledge of product features and policies to provide accurate, instant solutions during live interactions.

Technical Support Specialist (Remote)

Xfinity Comcast

Atlanta, GA

03.2021 - 01.2025

Resolved an average of 40+ inbound technical inquiries per day via phone, chat, and email, consistently maintaining a Customer Satisfaction (CSAT) score above 95%.
Diagnosed and troubleshot specific user issues including login failures, software crashes, and internet connectivity problems, achieving an 85% First Contact Resolution (FCR) rate.
Guided non-technical customers step-by-step through complex hardware installations and software updates, translating technical jargon into clear, easy-to-understand language.
Documented all interactions and recurring software bugs in the ticketing system (Jira/Zendesk), assisting the engineering team in identifying and patching critical system errors.

Education

Bachelor of Science - Computer And Information Sciences

Tuskegee University

Tuskegee, AL

Skills

Support Software: Zendesk, Salesforce Service Cloud, Jira, TeamViewer, Zoom
Troubleshooting: Hardware diagnostics, Software installation/configuration, Network connectivity (Wi-Fi/LAN), Mobile device support (iOS/Android)

Soft Skills: Conflict Resolution, Active Listening, Empathetic Communication, Time Management

Timeline