Courtney Moore

• Collaborated cross-functionally to ensure seamless delivery of products and services to customers.
• Analyzed customer feedback data, identifying areas for improvement in policies or procedures.
• Reduced customer complaints by developing and enforcing service standards and protocols.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

• Evaluated training effectiveness through assessments, surveys, and feedback, and made improvements based on results.
• Collaborated with other departments and stakeholders to ensure that service desk support aligned with business needs and priorities.

• Established partnerships with external training providers to supplement internal training programs and increase training options for employees.

• Led the development and implementation of a Learning Management System (LMS) to streamline training delivery and track employee progress and performance

• Managed service desk metrics and reporting to provide regular updates to senior leadership on service desk performance and opportunities for improvement.

• Customer Experience
• Start-ups
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
• Developed new employees and on-going performance assessment of current employees.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Established performance and service goals and held associates accountable for individual performance.
• Organized daily workflow and assessed appropriate staffing to provide optimal service.
• Scheduled and attended meetings with clients and prospective clients as requested.
• Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
• Built relationships with customers and community to establish long-term business growth.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Managed accounts to retain existing relationships and grow share of business.
• Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
• Managed revenue models, process flows, operations support and customer engagement strategies.
• Conducted regular performance reviews with team members, fostering professional growth and development.
• Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
• Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.

• Interviewed, hired, trained and mentored 14 staff by coaching daily, leading performance reviews and offering constructive feedback.
• Managed teams of contractors and full time staff by coaching, mentoring and driving efficiency.
• Actively led training, mentoring and continuous development for 14-person department.
• Authored service level agreements for help desk operations.
• Facilitated management decision support reporting using Autotask.

• Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
• Kept stakeholders up-to-date on details pertaining to client projects.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Provided accurate, detailed quantity take-offs from project drawings and technical specifications.
• Scheduled and attended meetings with clients and prospective clients as requested.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
• Modified and directed project plans to meet organizational needs.
• Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
• Eliminated discrepancies in progress by reviewing performance, spend and timeline.
• Managed projects from procurement to commission.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Oversaw high profile projects for by planning, designing, and scheduling phases.

• Creation and implementation of 20+ projects from inception to reporting
• Provided statistical reporting of customer and employee data,
• Assess the raw data and provided guidance on how data should be interpreted
• Coached employees through day-to-day work and complex problems.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.
• Monitored employee and customer interactions to assess quality of service.
• Prepared employee schedules for maximum coverage during key hours.
• Established and implemented training programs to maximize team performance.
• Train clients to use the client portal to pull ad hoc reports
• Responsible for the budget and accounts payable for each client assigned
• Creation and implementation of 20+ projects from inception to reporting
• Provided statistical reporting of customer and employee data,
• Assess the raw data and provided guidance on how data should be interpreted and reported
• Train clients to use the client portal to pull ad hoc reports
• Responsible for the budget and accounts payable for each client assigned.
• Directed training and retraining of employees to boost performance and enhance business results.
• Collaborated with product development teams to share customer feedback and insights that drove improvements.

• Design training modules for multiple clients
• Conduct virtual and onsite training classes
• Write standard operating procedures for technical support processes
• Post jobs to career and college sites as needed