Summary
Overview
Work History
Education
Skills
Websites
Professional Development
Timeline
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Cameron Cullen

Austin,TX

Summary

Dynamic and results-driven Customer Experience Specialist with a proven record of enhancing customer satisfaction, improving performance metrics, and fostering team collaboration. Skilled in cross-functional problem-solving, behavior trend analysis, and tailored communication strategies. Thrive in fast-paced environments and consistently drive impactful solutions that elevate customer and business outcomes.


Overview

8
8
years of professional experience

Work History

Customer Support Associate

Wise
11.2024 - Current
  • Provide outstanding customer support through phone, chat, and email, ensuring efficient and satisfying resolution of issues
  • Investigate and resolve technical and transactional concerns with a solution-oriented mindset
  • Educate customers on Wise's features and best practices
  • Stay up to date with evolving products and features
  • Collect and deliver customer feedback to internal stakeholders
  • Participate in team meetings, training, and performance tracking
  • Initiated follow-up phone calls to sellers concerning resolved issues to enhance the platform experience.

Support Associate

Sutherland
01.2024 - 05.2024
  • Delivered high-quality support for Disney+, Hulu, and ESPN+ via phone
  • Collaborated with internal teams to report trending issues
  • Maintained positive cross-channel relationships
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Demonstrated computer skills for data entry and answered a broad variety of inquiries.

Product Support Analyst

Q2
07.2022 - 07.2023
  • Managed customer inquiries on online/mobile banking
  • Collaborated with departments in time-sensitive environments
  • Conducted data analysis for backend system issues
  • Developed goals for deadlines and client needs
  • Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
  • Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
  • Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
  • Managed and prioritized multiple projects simultaneously, worked independently, and drove results.

Games Service Specialist

Electronic Arts
01.2021 - 05.2022
  • Handled customer escalations, refunds, and exceptional cases
  • Worked with leadership on team coaching
  • Coordinated with other departments to enhance processes
  • Responded to customer requests for products, services, and company information.
  • Positively engaged with customers and maintained professional appearance as company representative.

Tier 3 Specialist

Electronic Arts
11.2016 - 01.2021
  • Resolved escalated customer issues via phone, email, and chat
  • De-escalated high-stress situations involving customer safety
  • Provided interim leadership support and decision-making
  • Followed all company policies and procedures to deliver quality work.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Devised and implemented processes and procedures to streamline operations.
  • Developed effective improvement plans in alignment with goals and specifications.

Education

No Degree - Game Design

Austin Community College
Austin Texas

High School Diploma -

McNeil High School
Austin, TX
05-2008

Skills

  • Salesforce
  • Zendesk
  • Zoom
  • Webex
  • Slack
  • Microsoft Teams
  • Microsoft Office Suite
  • Reliability
  • Software diagnosis
  • Hardware and software configuration
  • Effective communication
  • Help desk support
  • Interpersonal skills
  • Friendly and patient
  • Interpersonal communication

Professional Development

  • Conflict Resolution and De-escalation Training
  • Diversity, Equity & Inclusion Workshops
  • Leadership Development and Coaching Programs

Timeline

Customer Support Associate

Wise
11.2024 - Current

Support Associate

Sutherland
01.2024 - 05.2024

Product Support Analyst

Q2
07.2022 - 07.2023

Games Service Specialist

Electronic Arts
01.2021 - 05.2022

Tier 3 Specialist

Electronic Arts
11.2016 - 01.2021

No Degree - Game Design

Austin Community College

High School Diploma -

McNeil High School
Cameron Cullen