Camberlynd Easter
Willis,TX
Summary
Motivated senior customer service specialist with years of experience in a fast-paced, team-based environment. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Digital Engagement Specialist II- Remote
Percepta
05.2021 - Current
- Promoted to Digital Engagement Specialist II February 2022
- Digitally communicating through multiple channels (chat and email) to provide the customer with prompt, courteous and accurate information.
- Accurately responding to customer inquiries through instant messaging software.
- Researching and determining appropriate actions based on policies, procedures, dealer/region feedback and job aids.
- Coaching and training new hires Coaching and training management
- Person of Contact for agents for overall help, including answer questions, providing troubleshooting with tools, and reviewing cases.
Tier 2 Moderator - Remote
ModSquad
09.2020 - Current
- Promoted to Tier 2 Moderator January 2024
- Moderating posts on forums or online reviews.
- Monitoring images, videos, or live streams.
- Chatting with customers in-game, social media or play testing the game.
- Managing communities
- Customer account management
- Team Training
Senior Gaming Support Agent - Remote
5CA
08.2019 - 12.2021
- Providing Customer Support for tickets through email
- Queue Management
- Creating new content for better ticket handling
- Escalations
- Team Management
- Team Training
Virtual Customer Service Associate II - Remote
Amazon
03.2020 - 08.2020
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- First point of contact for customers by answering their requests through phone, chat and/or email including everything from order and product questions to payment matters and website guidance.
- Use a variety of tools to navigate, research, and review solutions, and communicate effectively with customers.
FC Associate I
Amazon
07.2017 - 02.2018
- Operated pallet jacks, forklifts and other heavy equipment to transport merchandise throughout facility.
- Followed procedures at all times for personal and team safety.
- Evaluated merchandise for irregularities, flaws or damage prior to packing.
- Selected packing materials based on size, quantity and fragility of package contents.
Customer Development Specialist
Group 1 Automotive
09.2015 - 01.2017
- Handle inbound leads (phone, internet) and direct to appropriate contact
- Contact present customers (phone, email) to maintain and improve customer loyalty
- Develop pipeline of sales and business opportunity (partnerships, etc.) leads through networking and referrals
- Work with sales department to develop sales strategies and techniques
- Research and stay current in consumer and industry trends
- Communicate industry news and trends to management and dealership employees
Skills
- Data Entry
- Queue Management
- Python
- Team Management
- Chat support
- Employee Training
- Technical Support
- Sales
- Microsoft Office
- Zendesk
- Unified Service Desk
- Quality Assurance
Certification
Foundations of Project Management
- Coursera
- Issued Aug 2023
- Credential ID BLCMV2MK29FW
Managing Customer Service
- Houston Community College
- Issued May 2020
Accomplishments
Pilot Awards Associated with Percepta, Sep 2023
"Soared above and beyond the rest in exhibiting Percepta values and Performances"
Spotlight Award Winner Associated with Percepta, June 2023, July 2022
"An award for top performs exemplifying company values: Culture of Service, Respect, Teamwork, and Proactive"
Spotlight Award Nominee Associated with Percepta, February 2022
"An award for top performs exemplifying company values: Culture of Service, Respect, Teamwork, and Proactive"
Timeline
Digital Engagement Specialist II- Remote
Percepta
05.2021 - Current
Tier 2 Moderator - Remote
ModSquad
09.2020 - Current
Virtual Customer Service Associate II - Remote
Amazon
03.2020 - 08.2020
Senior Gaming Support Agent - Remote
5CA
08.2019 - 12.2021
FC Associate I
Amazon
07.2017 - 02.2018
Customer Development Specialist
Group 1 Automotive
09.2015 - 01.2017