Dedyra Bullock Moore
Murfreesboro
Summary
Customer Success and Client Onboarding professional with over 11 years of experience leading customer-facing teams and driving retention in high-volume environments. Expertise in training and mentoring service teams to exceed KPIs while enhancing processes for improved satisfaction and efficiency. Strong ability to build relationships, analyze performance, and implement CRM strategies that elevate retention and productivity.
Overview
15
15
years of professional experience
Work History
Team Lead | Tier III Technical Support
RxNT Networking Technology
11.2025 - Current
- Serve as the highest level of technical support (Tier III), resolving complex issues and leading critical escalations to timely resolution.
- Lead yield and executive-level escalations, coordinating cross-functional teams to minimize customer impact and improve service delivery.
- Deliver white-glove support to strategic accounts, ensuring exceptional customer satisfaction, retention, and long-term success.
- Led executive-level escalations, coordinated cross-functional teams to minimize customer impact and enhance service delivery.
- Partner with customers to optimize workflows, improve operational efficiency, and maximize revenue through effective product utilization.
- Identified enhancement opportunities through customer feedback and collaboration with Product and Engineering teams to drive platform improvements.
- Collaborate with cross-functional teams to streamline support workflows and improve operational effectiveness.
- Create structured training materials, documentation, and knowledge resources to support employee onboarding and continuous learning.
- Drove process improvement initiatives that enhanced team efficiency, reduced resolution times, and improved customer experience.
- Conduct Quality Assurance (QA) reviews to ensure adherence to support standards, identify coaching opportunities, and improve overall service quality.
- Consistently advocate for customer success by aligning technical solutions with business objectives and revenue growth.
Client Onboarding Coach
RXNT
06.2025 - 11.2025
- Lead client onboarding programs, ensuring smooth transitions, product adoption, and long-term success.
- Trained clients and mentored new hires on onboarding best practices, enhancing team knowledge and efficiency.
- Collaborate cross-functionally to identify and resolve process gaps, resulting in enhanced onboarding outcomes.
- Managed escalations and resolved issues, consistently achieving KPIs for client satisfaction.
- Received recognition for organizational excellence and a results-driven approach that increased retention rates.
Customer Service Representative
RXNT
10.2022 - 06.2025
- Provided exceptional customer service via phone, email, and chat by addressing customer inquiries, resolving issues, and ensuring a positive customer experience.
- Troubleshot customer concerns and identified appropriate solutions while maintaining professionalism and empathy.
- Built strong customer relationships by demonstrating active listening, effective communication, and problem-solving skills.
- Documented customer interactions and case resolutions in CRM systems, ensuring records were accurate for future reference.
- Processed customer requests, account updates, and service transactions accurately and efficiently.
- Maintained up-to-date knowledge of company products, services, and policies to deliver accurate information and tailored recommendations.
- Met or exceeded key performance metrics, including customer satisfaction, response time, and quality standards.
- Collaborated with cross-functional teams to resolve customer concerns, enhancing service delivery and customer satisfaction.
- Escalated complex issues to appropriate departments while following established procedures and service level expectations.
Customer Success / Escalation Specialist (Team Lead)
Philips
10.2017 - 10.2022
- Supervised team handling customer escalations, coaching members to improve resolution efficiency.
- Recognized for leadership and team development, balancing frontline support with process innovation.
- Collaborated with product and operations teams to identify service gaps and implement process improvements.
- Implemented customer contact strategies that improved client engagement and retention.
- Acknowledged for leadership in team development, integrating frontline support with innovative processes.
Customer Success / Escalation Specialist (Team Lead & Project Support)
Verizon Wireless
11.2013 - 10.2017
- Led customer service team, coaching representatives to enhance support quality and exceed performance targets.
- Coordinated cross-functional projects, managing timelines and resources to ensure successful completion of deliverables.
- Coordinated cross-functional projects, managing timelines, resources, and deliverables to successful completion.
- Created new workflows that streamlined operations and boosted efficiency.
- Recognized for leadership and organizational excellence in managing escalations effectively.
Assistant Customer Service Manager
Kroger
08.2011 - 11.2013
- Supervised and coached front-end service employees, enhancing team productivity and elevating customer experience.
- Partnered with management to design and implement customer service initiatives that increased retention.
- Developed onboarding and training programs for new employees, establishing higher performance standards across the team.
- Collaborated with management to design and implement customer service initiatives, driving increased retention.
Education
High School Diploma -
Nashville School of The Arts
Nashville, TNSkills
- Customer Success Leadership, Team Supervision, Customer Retention, CRM Strategy, Escalation Management, Training, Employee Development, Process Improvement, Workflow Optimization, Client Relationship Management, Performance Monitoring, Coaching, Project Coordination, Implementation, Salesforce, HubSpot, Zendesk, Microsoft Dynamics, Microsoft 365, Google Workspace, Adobe, OnBase, EMR Systems
- Attention to detail
- Conflict resolution
- Customer focus
- Technical Troubleshooting
Timeline
Team Lead | Tier III Technical Support
RxNT Networking Technology
11.2025 - Current
Client Onboarding Coach
RXNT
06.2025 - 11.2025
Customer Service Representative
RXNT
10.2022 - 06.2025
Customer Success / Escalation Specialist (Team Lead)
Philips
10.2017 - 10.2022
Customer Success / Escalation Specialist (Team Lead & Project Support)
Verizon Wireless
11.2013 - 10.2017
Assistant Customer Service Manager
Kroger
08.2011 - 11.2013
High School Diploma -
Nashville School of The Arts