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 TexasHigh School Diploma -
McNeil High School
Austin, TX05-2008
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
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