Summary
Work History
Education
Skills
Timeline
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Shanrae Powell

Game Artist
Kent,WA

Summary

I have an extensive background in player support with knowledge of service delivery and proven multitasking abilities. I transfer many of these skills to my goal of becoming a professional game artist in the game industry, including self sufficiency and problem solving while honing my 3D art skills and enhancing my portfolio.

Work History

Player Support Agent

Apex Systems
Bellevue, WA
02.2020 - 01.2021
  • Assisted players through Zendesk for refund and technical inquiries.
  • Grew as a brand new team for Minecraft support, changing policies and procedures as time passed and the team grew.
  • Assisted players with troubleshooting through Zendesk step by step.
  • Engaged with players via Mojang Support’s Twitter.
  • De-escalated players as necessary in a professional manner.

Nintendo Switch Specialist

Aerotek
Redmond, WA
09.2019 - 02.2020
  • Assisted customers through chat and SMS via Navi software.
  • Assisted with software and membership refunds and assistance with customers’ Nintendo Accounts.
  • Troubleshoot various software and hardware issues for customers.
  • Set up repairs for Nintendo Switch systems and Joy-Con.
  • Research problems through knowledge databases to assist customers as accurately as possible while keeping them engaged through live conversations.
  • Engaged in numerous chats at a time, assisting and troubleshooting each customer in an accurate manner.

Player Behavior and Game Support Specialist

Keyword Studios
Redmond, WA
09.2018 - 07.2019
  • Assisted players through Zendesk and Zopim platforms over various game or penalty related inquiries.
  • Kept up to date with the constantly evolving game and back end processes to create the best possible support for the players regarding their account or the game itself.
  • Worked closely with my team, creating discussions to align, implement new practices, and brainstorm ideas to make our work more efficient for both ourselves and the players.
  • Worked closely with various peers in other parts of the world for alignment, questions, suggestions, inquiries, etc, in order to align our processes or create new processes for support.
  • I was a part of a player harm team - a small team of voluntary agents dedicated to investigating player harm threats as they were escalated to us from other agents both in NA and EU regions as well as Riot employees, documenting the cases and determining whether or not a wellness check should be made to the player, sometimes in emergency situations. We would also advise the agent the best way to respond to the player, due to the sensitive and potentially severe nature of the threats.

Education

Associate of Arts - Game Art & Animation

Academy of Interactive Entertainment
Seattle, WA
08.2020 - Current

Skills

    Zendesk

Maya modeling

Zbrush sculpting

Texturing in Substance Painter

Timeline

Associate of Arts - Game Art & Animation

Academy of Interactive Entertainment
08.2020 - Current

Player Support Agent

Apex Systems
02.2020 - 01.2021

Nintendo Switch Specialist

Aerotek
09.2019 - 02.2020

Player Behavior and Game Support Specialist

Keyword Studios
09.2018 - 07.2019

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Shanrae PowellGame Artist