Summary
Overview
Work History
Education
Skills
Programs
Timeline
Generic

Kamron Eiland

Seattle,WA

Summary

Adept, goal oriented, professional with a positive and friendly demeanor. Strong attention to detail, effective communicator, and team player with an empathy first mindset. Experienced in project management and engaging across-team to discover solutions or cultivate new ideas. Strong believer in that collaboration leads to innovation; no problem is insurmountable when we come together.

Overview

6
6
years of professional experience

Work History

Destiny Player Support Specialist

BUNGIE
05.2022 - 10.2023
  • As a Player Support Specialist, I strived daily to ensure that we [Bungie] were putting the player's experience first, by addressing player concerns and pain points, reporting in-game bugs, and moderating various social platforms in the community.
  • Implemented Destiny Player Support Team's first ever Knowledge Base Article Audit tracker, empowering the team with the ability to quickly locate which articles may need to be review and established best practices for auditing existing knowledge base articles.
  • Address player submitted help tickets via Zendesk encompassing anything from general MTX Eververse Store purchases (microtransactions), Seasonal content issues, to highly sensitive GDPR/CCPA tickets involving PII.
  • Moderate Help Forums as well as advise our Volunteer Community Moderators on best practices and Help Forum policy.
  • Lead Support Specialist for multiple in-game events (Festival of The Lost & Guardian Games) and Season 22
  • Curate Help Articles for help.bungie.net covering new features or content, as well as audit and edit existing articles periodically to ensure that content remains relative and accurate.
  • Responded to player inquiries and resolved complaints to establish trust and increase satisfaction.
  • Utilized ticketing system to track player requests and prioritize urgent needs.'
  • Attended twice daily live ops. triage to review new and existing bugs and establish a roadmap to fixing them.


User Research Coordinator

MICROSOFT [contracted]
09.2021 - 05.2022
  • Empower the production of fast, efficient, and impactful user research
  • Main point of contact for participants selected for usability & accessibility studies, playtests (benchmark, tuning, experimental & deep gameplay), and development panels.
  • Prepared documents, reports and presentations detailing results and conclusions.
  • Followed informed consent processes and maintained records.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Screened player records, databases, and player survey responses to identify prospective candidates for playtest.

Technical Writer / Support Specialist II

AMAZON [contracted]
12.2020 - 04.2021
  • Contingent employee on Amazon's Internal Global Communications Team (ICC)
  • Provided support for Inside Amazon News platform hosted through SocialChorus, Amazon's [internal] Poster Program, and contributed to the beginning of Amazon's Digital Screens program
  • Developed a living Knowledge Base for ICC employees encompassing 'How To' articles, policy guidelines, and other resources related to Inside Amazon News
  • Managed ICC's SIM ticket queue for Inside Amazon News and Amazon's [internal] Posters program.
  • Followed company policies and editorial guidelines to craft thorough, well-written content.

Customer Support Specialist

LUUM
10.2019 - 01.2020
  • Provided total account support for large enterprise companies using Luum's platform, ranging from technical support, report generation, further education, and any other account support needs that may arise.
  • Developed Luum's Customer Support workplace playbook.
  • Coordinated Company related events ranging from holiday parties to hosting company commute/transit panels.
  • Reinvigorated Luum's Customer Support Knowledge Base in preparation for updated mobile app launch.
  • Edited and proofed all existing documentation involving Luum's mobile app.

Customer Care Ambassador

PIPELINEDEALS
01.2019 - 09.2019
  • Provided tier 1 & 2 account related technical and billing support.
  • Duties ranging from addressing billing questions, continuing customer education on new and upcoming features, maintaining active database of new and ongoing system bug tickets submitted by users.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Assisted with company-wide move from Zendesk to Help Scout by reviewing, revising, and migrating the Customer Care Team's macro responses.
  • Celebrated for consistently exceeding monthly KPI's for call, chat, and email metrics as well as maintaining the lowest turnaround/response time for any user submitted tickets.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.

Quality Assurance Analyst

STARBUCKS [contracted]
06.2017 - 12.2018
  • Performed manual regression testing on legacy Simphony Point of Sale software.
  • Tested new and existing functionality, simulated in-store transactions and navigation of system.
  • Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
  • Documented testing procedures for developers and future testing use.
  • Developed and maintained defect databases for known issues.
  • Authored and maintained well-organized, efficient and successful manual test cases for entire team.

Education

B.A. MASS COMMUNICATIONS & MEDIA STUDIES -

ARIZONA STATE UNIVERSITY
Tempe, AZ

ASSOCIATE OF ARTS -

INDIAN RIVER STATE COLLEGE
Fort Pierce, FL

HIGHSCHOOL DIPLOMA -

CLARK ADVANCED LEARNING CENTER
Stuart, FL

Skills

    CRM Communications Systems Testing Customer Service Analysis & File Management Employee Development, Training, & Onboarding Conflict Resolution WorkDay TFS Point of Sales Systems Confluence JIRA Marimba EMC QC MS Windows & Office Suite Lever Freshdesk Dropbox Asana Zendesk Help Scout Zuora MailChimp Mailgun Ring Central SocialChorus Quip MediaWiki Alchemer User Interviews Azure DevOps Microsoft SharePoint Adobe Sign Bullhorn Time & Expense

Programs

STUDENTS TOGETHER FOR AUTISM RECOGNITION (S.T.A.R.): Founder of my high school's club focused on providing social and educational support to youth with Autism and other related developmental disabilities.



Timeline

Destiny Player Support Specialist

BUNGIE
05.2022 - 10.2023

User Research Coordinator

MICROSOFT [contracted]
09.2021 - 05.2022

Technical Writer / Support Specialist II

AMAZON [contracted]
12.2020 - 04.2021

Customer Support Specialist

LUUM
10.2019 - 01.2020

Customer Care Ambassador

PIPELINEDEALS
01.2019 - 09.2019

Quality Assurance Analyst

STARBUCKS [contracted]
06.2017 - 12.2018

B.A. MASS COMMUNICATIONS & MEDIA STUDIES -

ARIZONA STATE UNIVERSITY

ASSOCIATE OF ARTS -

INDIAN RIVER STATE COLLEGE

HIGHSCHOOL DIPLOMA -

CLARK ADVANCED LEARNING CENTER

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