Jeremy Moore
Newburg,IN
Summary
Customer-focused professional with extensive experience supporting service delivery, training, and customer interaction quality within a complex, high-touch environment at CaptionCall. Demonstrated ability to identify customer challenges, support process improvements, and translate frontline insights into actionable recommendations. Skilled in training, stakeholder collaboration, and improving end-to-end customer experiences across service interactions.
Overview
2027
2027
years of professional experience
Work History
Trainer Level III | 2016 – Present
CaptionCall
Newburgh, IN
2016 - Current
- Promoted multiple times over a 10-year tenure, advancing from Trainer I (2016) to Trainer III based on performance and leadership impact
- Train and support employees delivering communication services for deaf and hard-of-hearing customers in a high-touch service environment
- Achieve 90%+ year-over-year installation success rates, recognized as a top performer and leader in installation best practices
- Selected in 2020 to train fellow trainers on Microsoft Teams for Team MOKI during COVID-19 transition to remote operations
- Regularly chosen by leadership to participate in beta testing and demonstrations of new devices and operational procedures
- Translate customer feedback and operational insights into actionable improvements, partnering cross-functionally to enhance service delivery
- Serve as a subject matter expert on customer interaction quality and service expectations
- Drive continuous improvement in end-to-end service delivery by reinforcing best practices and addressing performance gaps
Founder & Lead Pastor | 2015 – Present
Grace Community Church
Newburgh, IN
2015 - 2022
- Built and led a community organization focused on engagement, communication, and experience consistency
- Identified needs within the community and adapted programs to improve participation and satisfaction
- Developed structured processes for onboarding, engagement, and retention
- Provided leadership, communication, and stakeholder alignment across diverse groups
Education
High School Diploma -
Dawson Springs High School
Dawson Springs, KYNo Degree - Communication
University of Kentucky
RemoteSkills
- Customer Experience (CX) Support & Service Delivery
- Customer Journey Awareness & Experience Improvement
- Research, Analytics & Insight Synthesis (from frontline observations)
- Operational & Process Improvement Support
- Executive Communication & Stakeholder Collaboration
- Cross-Functional Collaboration (Operations, Training, Support Teams)
- Customer-Centered Problem Identification & Resolution
- Training Development & Service Quality Improvement
- Translating Customer Feedback into Actionable Recommendations
- Supporting Consistent, High-Quality Service Delivery
Timeline
Trainer Level III | 2016 – Present
CaptionCall
2016 - Current
Founder & Lead Pastor | 2015 – Present
Grace Community Church
2015 - 2022
High School Diploma -
Dawson Springs High School
No Degree - Communication
University of Kentucky