Profile

Laurie Payne

Brand Engagement Specialist

name: Laurie Payne
location: Metro Atlanta, GA
email:
website: http://www.lauriepayne.me

Resume

Experience

RezTec LLC, Roswell, GA — Bookkeeping; Contract

November 2016 – Present

Provide bookkeeping services and general office administration for scientific consulting firm.

Funcom, Inc, Durham NC — Senior Community Manager

July 2013 – January 2016

Responsible for professional public communication and managing player engagement with robust community projects across multiple channels. Cultivated lasting relationships with customers and media influencers.

  • Managed and analyzed performance of communication platforms and publishing on owned channels.
  • Represented and promoted the Funcom brand at conventions to elevate awareness to consumers.
  • Collaborated with other teams/departments to execute integrated marketing plans.
  • Recruited, interviewed, trained, and counseled volunteer forum/in-game moderators.
  • Directed bi-monthly developer hosted productions on Twitch.tv for reach to the streaming community.
  • Composed and published articles to report developmental direction of Age of Conan and The Secret World.
  • Provided direction for junior community team members’ daily tasks.
  • Awarded prizes to players for numerous competitions, large and small, shipping real world prizes directly.

Funcom Inc, Durham NC — Customer Service Lead

February 2012 – July 2013

Orchestrated excellent customer service and quality customer care by developing a productive environment to empower service agents with efficient policies and procedures. Oversaw training of service agents to ensure maximum support coverage and customer satisfaction.

  • Solved all major customer problems/queries that subordinates were unable to address.
  • Guided collaboration with other teams/departments to strengthen support for known issues with updates.
  • Enabled the fine-tuning of policies and procedures during crunch-times.

Funcom Inc, Durham NC — Senior Customer Service Representative

December 2011 - February 2012

Responsible for advising new customer service agents in policies, procedures, and software needed for excellent support performance.

  • Suggested new policies to better address sensitive customer issues.
  • Responded to questions and concerns about service and escalated feedback to appropriate leaders.
  • Trained employees in legacy products to provide maximum support coverage.
  • Fostered empathetic relationships with customers for excellent customer service.

Funcom Inc, Durham NC — Customer Service Representative

September 2011 - December 2011

Respond to daily customer service requests and maintain customer satisfaction across all Funcom products.

  • Assisted customers with both technical issues and account/payment management.
  • Interfaced with other departments and colleagues to address new customer problems.
  • Maintained knowledge of all policies and procedures to provide quality support.

Skills


  • Facebook
  • Twitter
  • Instagram
  • Adobe Photoshop
  • Sprout Social
  • Hootesuite
  • Youtube
  • vBulletin
  • WordPress
  • HTML/CSS
  • Adobe Photoshop
  • OBS
  • JIRA
  • Libre Office
  • Live Chat/Email Support
  • Reddit
  • Twitch.tv
  • Adobe Illustrator
  • Tweetdeck
  • Pinterest
  • LinkedIn