Jacob Chambers
Customer Support Advocate
San Marcos,TX
Summary
Social media professional with proven success generating new leads through dynamic strategies and big data deep dives. Collaborative and hard-working with a dedication to finding the best solutions. An analytical user of data to target specific demographics to boost exposure.
Overview
10
10
years of professional experience
Work History
Social Media Specialist
Electronic Arts
12.2018 - Current
- Maintained an above-average 94% resolution rate over social media channels with a mixture of account support, technical support, and in-game support on multiple platforms
- Handled eight hundred player contacts a month through CRM tools or other assigned areas of expertise such as Jira and Salesforce with a 95% close rate for my department
- Assisted with user acceptance testing which provided development teams with identifying and resolving player issues through game updates on multiple platforms
- Created help content articles that make it easy for EA players to find answers online and provide EA game advisors with the right information to help players over live channels
- Worked with management to locate root causes of low performance and implemented new processes which increased overall employee performance by 85%-94% monthly.
Consultant Specialist
Electronic Arts
07.2013 - 12.2018
- Initiated special projects including the Embedded Specialist, Subject Matter Expert, and Weekly Consultation statistics that resulted in combined Tier 2 Specialists into Tier 1 studios
- Successfully networked with Training, Content, Product Support Experts, and Process teams to assist with issue fixes and workarounds that are published to players over community forums
- Created documentation used for gameplay assistance for advisors and players who require more in-depth knowledge of specific titles.
Education
Associate of Science - Business Administration
Southern New Hampshire University
Austin, TX2020
Certificate -
Accelerate Level 1 Coaching
Austin, TX2021
Certificate - Transitioning From Employee To Manager
The University of Texas At Austin
Austin2015
Certificate - Managing Employees
The University of Texas
Austin, TX2015
Skills
- Cross-Departmental Networking
- Critical Thinking
- Team Oversight
- Website Updates
- Audience Research
- Account Management
- Excellent written/verbal communication
- Encouraging creative problem solving
- Extensive game knowledge
- Strategic problem solving
- Lean Six Sigma Yellow Belt Certificate
- Virtual Communities
Timeline
Social Media Specialist
Electronic Arts
12.2018 - Current
Consultant Specialist
Electronic Arts
07.2013 - 12.2018
Associate of Science - Business Administration
Southern New Hampshire University
Certificate -
Accelerate Level 1 Coaching
Certificate - Transitioning From Employee To Manager
The University of Texas At Austin
Certificate - Managing Employees
The University of Texas