Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

Casey Knox

Livingston,TX

Summary

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

13
13
years of professional experience

Work History

System Operator

Odyssey Information Services
07.2023 - 06.2025
  • Created and managed support requests for stores globally
  • Investigated and corrected server errors
  • Took incoming calls to activate and deactivate service stations for hardware upgrades and new sites and site closures
  • Operated and monitored complex systems to ensure optimal performance and reliability.
  • Diagnosed and resolved technical issues, minimizing downtime and enhancing system efficiency.

Game Advisor / Pilot Tester

Electronic Arts
07.2014 - 06.2022
  • Manage large volume of inbound calls emails and chats in a timely manner – identifying customer needs and providing solutions.
  • Maintain and improve quality results adhering to company standards and recommending process improvement.
  • Managed customer accounts and provided technical support for PC Mac and console gaming.
  • Partner with management to pilot new processes to improve production speed and accuracy to assisting customer on a global scale.

Game Master

Randstad staffing – Blizzard Activision
01.2012 - 10.2014
  • Worked within a team to reply to in-game customer support requests live over in-game chat or over in game offline responses.
  • Provided solutions to clients to maintain a positive and fair gaming experience.
  • Documented accurate records to clients’ accounts regarding how the customers concerns were addressed.

Education

Associate of Applied Science - Compute Animation

Full Sail University
Winter Park, FL
06.2004

High School Diploma -

Pearland Highschool
Pearland, TX
05.2001

Skills

  • Customer service expertise
  • Active listening
  • Effective empathy communication
  • Conflict resolution
  • Strong verbal and written communication
  • Detailed account record management
  • Salesforce account management
  • MOAD database administration
  • Base24 server database management
  • Desktop computer support
  • Network issue resolution
  • Technical hardware diagnostics

Software

Salesforce

MOAD

SIP

Windows

MAC

Microsoft 365

Timeline

System Operator

Odyssey Information Services
07.2023 - 06.2025

Game Advisor / Pilot Tester

Electronic Arts
07.2014 - 06.2022

Game Master

Randstad staffing – Blizzard Activision
01.2012 - 10.2014

Associate of Applied Science - Compute Animation

Full Sail University

High School Diploma -

Pearland Highschool

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