Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Cory Schreiner

Pooler,GA

Summary

Customer experience professional with a focus on support content strategy, data analysis, and cross-functional collaboration. Driven to improve user experiences through clear communication, smart systems, and continuous learning.

Overview

8
8
years of professional experience

Work History

Customer Experience Specialist

GameChanger
06.2024 - Current
  • Oversaw content organization and strategy for Help Center redesign; collaborated with designers and developers on implementation.
  • Reported and tracked bugs during redesign process; contributed feedback on layout, flow, and usability.
  • Analyzed support site performance using Looker, Zendesk Explore, Microsoft Clarity, and Google Analytics to drive content strategy.
  • Developed onboarding materials and supported onboarding for 20+ new agents, standardizing CX workflows.
  • Maintained external support content for accuracy, tone, and branding; updated outdated visual assets using Figma.
  • Acted as CX liaison to product teams, sharing user insights and advocating for customer experience improvements.

Customer Support Associate

GameChanger
04.2022 - 06.2024
  • Monitor and resolve support tickets through Zendesk SAAS efficiently
  • Provide excellent customer service and care to all GameChanger users
  • Escalate and document issues to engineering team with detailed bug reports
  • Communicate consistently through Slack with CX team and various departments

Choral Teacher

Harlem High School
07.2017 - 01.2021
  • Created and implemented curriculum for 9 unique course offerings and 150+ daily students
  • Produced 15-20 various public presentations yearly
  • Maintained positive, clear, and transparent communications with parents
  • Updated and maintained clear records of choral library
  • Created numerous outreach programs connecting with the surrounding community
  • Submitted, managed and complied with established budgets

Choral Teacher

West Middle School
01.2017 - 06.2017
  • Created and implemented curriculum for 5 unique course offerings
  • Maintained positive, clear, and transparent communications with parents
  • Built strong relationships with co-workers and students
  • Coordinated and facilitated both individual school and district combined performances.
  • Worked in a team to develop fine arts curriculum map for the district

Education

Bachelor's in Music Education -

Illinois State University
Normal, IL

Skills

  • Customer Service
  • Verbal and Written Communication
  • CRM: Zendesk
  • Help Center Management
  • Data Analysis: Looker, Microsoft Clarity, Google Analytics, ZD Explore
  • Education and Training
  • Instructional Documentation
  • Design: Figma
  • Project Management
  • Research and Proposals

Accomplishments

  • Collaborated with design and an external vendor on Help Center redesign, resulting in a 5% decrease in ticket volume despite a 17% growth in active users YoY.
  • Created onboarding documentation and training for new agents. This was used to successfully increase agent force by 20 agents resulting in a 83% faster median final resolution time YoY.
  • Consistently exceeded the daily ticket resolutions target, ranking in top 5 agents every week of busy season.
  • Developed an 18-week digital music production curriculum from scratch. This course quadrupled in enrollment after the first year.
  • Leader, teacher and performer in local community musical groups and theatrical productions.

Timeline

Customer Experience Specialist

GameChanger
06.2024 - Current

Customer Support Associate

GameChanger
04.2022 - 06.2024

Choral Teacher

Harlem High School
07.2017 - 01.2021

Choral Teacher

West Middle School
01.2017 - 06.2017

Bachelor's in Music Education -

Illinois State University

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