Karen Moore
Mesa,AZ
Summary
position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
21
21
years of professional experience
Work History
Head of Service Delivery Department
Loom
03.2023 - Current
- Maintained up-to-date knowledge of products and services offered to customers.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Improved productivity of customer service team by leading training initiatives and revamping schedules.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Developed and implemented policies and procedures for compliance with company policies.
Director of Customer Experience
Torch
05.2022 - Current
- Designed, managed and implemented operational and process improvement initiatives with a focus on customer satisfaction and performance monitoring.
- Offered direction and gave constructive feedback to motivate team members.
- Built customer confidence by actively listening to concerns and giving resolutions.
- Analyzed trends and provided recommendations to the executive team regarding quality of service such as speed of resolution.
- Trained and motivated new associates on daily routines to sustain business productivity.
- Evaluated business reports to build action plans to offset negative trends.
- Collaborated with internal stakeholders to close gaps and improve customer experience.
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores [Number]%.
- Coordinated with design and media teams to develop high-quality creative assets.
- Mentored local personnel on best practices and protocols to maximize productivity.
- Verified associates and managers wowed customers through personal and attentive contact.
Senior Manager of Customer Experience
Torch
02.2021 - 05.2022
- Provided strong leadership to enhance team productivity and morale.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Implemented and developed operational standards, policies and procedures.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Recommended and implemented successful strategies to maximize revenue.
- Produced staffing matrix to provide adequate coverage of department.
- Developed and implemented new filing systems to improve organizational efficiency and productivity.
Manager of Delivery and Customer Success
Torch
01.2020 - 09.2021
- Everwise has merged with Torch! Torch is an integrated platform for learning and development leaders who need to deliver, manage, and measure employee growth at scale
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- We are a team of coaches, psychologists, entrepreneurs, and people managers on a mission to build better, more conscious leaders.
Customer Success Manager
Everwise
02.2019 - 02.2021
- Manage a portfolio of clients, from implementation and on-boarding, through day-to-day maintenance, upsell and renewal.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Collaborated with sales and product teams to address customer success objectives.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Manager of Customer Service
Everwise
09.2017 - 02.2021
- Lead a remote global team of Customer Experience Managers
- Responsible for overall customer experience, capacity planning, performance management, professional and career development, metrics, and escalations with the overall goal to optimize learning experiences at an enterprise scale
- Karen Moore - page 1
- Our customers include Apple, Salesforce, Visa, Microsoft, Nissan, Evernote, Github, Gap, and Virgin
- Unite.
Manager
11.2016 - 09.2017
- Responsible for helping organizations tailor, run and optimize learning experiences at enterprise scale
- Connecting employees with mentors, resources, support and feedback they need to be more productive and successful at every stage of their career
- Our customers include Apple, Salesforce, Visa, Microsoft, Nissan, Evernote, Github, Gap, and Virgin
- Unite
- Everwise is backed by Sequoia Capital and Canvas Ventures
- Quality and Training (Quality Assurance)
Quality Assurance Specialist
University of Phoenix
09.2011 - 10.2016
- Provided quality coaching feedback to employees in order to promote exceptional student experiences, to uphold compliance and to adhere to policy and procedure standards
- Support New Hire training through job shadowing and screen sharing opportunities
- Proficient with internal systems used to store, track and evaluate recorded and live calls for client facing roles.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Educated employees on specific QA standards and confirmed maintenance of standards.
Training Administrator
Apollo Education Group
10.2009 - 09.2011
- Coached leadership and new employees through goal setting, one on one sessions and y-connecting to develop soft skills and hard skills for success on the job and career advancement
- Monitored and tracked employee performance and coaching by entering data into internal monitoring systems and providing feedback to managers for additional coaching purposes
- Lead and managed the development, coordination, and delivery of training courses for academic counselors and leadership teams
- Took part in multiple focus groups and initiatives within the company due to my level of expertise in training.
Academic Counselor - Team Lead
University of Phoenix
09.2007 - 10.2009
- Years 2 months)
- Appointed Team Lead for over seven academic counselors
- Provided academic advisement, support, and management to over 1,000 new and continuing students in bachelor and graduate degree programs
- Consistently exceeded expectations and delivered an increase in overall retention and satisfaction
- Coached fellow counselors on customer service calls and best practices, excelling in conflict resolution
- Developed and executed best practice training for associates in all areas of academics
- Nominated for the management preparation program by management and director teams.
Assistant Retail Sales Manager
Armadilla Wax Works Inc, Karen Moore
05.2002 - 05.2007
- Page 2
- Assisted management with sales projections, staffing, inventory and purchasing
- Responsible for scheduling of staff, strategic display designs
- Trained staff on sales techniques, customer service best practices and effective de-escalation techniques.
Education
Bachelor of Arts - Psychology
Northern Arizona University
Flagstaff, AZ2007
Skills
- Improvement Plans
- Operational Efficiency
- Customer Satisfaction
- Customer Experience
- Change Management
- Staff Retention
- Process Improvement Initiatives and Implementation
- Strategic Goals and Tactical Execution
- Team Management Experience
Timeline
Head of Service Delivery Department
Loom
03.2023 - Current
Director of Customer Experience
Torch
05.2022 - Current
Senior Manager of Customer Experience
Torch
02.2021 - 05.2022
Manager of Delivery and Customer Success
Torch
01.2020 - 09.2021
Customer Success Manager
Everwise
02.2019 - 02.2021
Manager of Customer Service
Everwise
09.2017 - 02.2021
Manager
11.2016 - 09.2017
Quality Assurance Specialist
University of Phoenix
09.2011 - 10.2016
Training Administrator
Apollo Education Group
10.2009 - 09.2011
Academic Counselor - Team Lead
University of Phoenix
09.2007 - 10.2009
Assistant Retail Sales Manager
Armadilla Wax Works Inc, Karen Moore
05.2002 - 05.2007
Bachelor of Arts - Psychology
Northern Arizona University
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