Rebecca Moore

• Promoted to Escalation Manager after successfully managing a demanding, cross-segment territory spanning Core, Digital, and MuleSoft — recognized for a thoughtful, calm, measured approach that built deep stakeholder trust
• Own end-to-end resolution of executive-level escalations across a multi-cloud portfolio (Core, Marketing Cloud, Tableau, MuleSoft, Agentforce, Health Cloud, Service Cloud) for strategic accounts including PepsiCo, Dell, and Google
• Quarterbacked a high-severity, deadline-critical Data Cloud migration (~3B records, 5 countries, 11 Sev-1 incidents) with no existing playbook, delivering successful go-live ahead of a holiday code-freeze deadline and earning direct customer executive recognition — won the org-wide FY26 Q4 Customer Hero Award for this turnaround
• Supported and helped scale the BaseCamp support program and led the DOGE initiative — a 100+ account shelfware audit for Public Sector — praised for outstanding program management and organizational skills
• Lead cross-functional task forces spanning Success, Support, Product, and Architecture on C-suite/CEO-office-level escalations, driving resolution through structured action plans and stakeholder alignment
• Designed and scaled 13+ internal AI/Slack productivity tools adopted org-wide, saving an estimated 16–26 hours/week across a 13-person team and adopted upward into RVP leadership reporting
• Recognized by VP, Sr. Director, and RVP-level CSG stakeholders for program management excellence and equitable, high-quality escalation handling as Territory Manager across a rapidly growing red account territory (PACE, RCG, ARCG, and MCRC)
• Promoted August 2025

• Managed and drove the biweekly MuleSoft AMER escalation prep report, proactively tracking risk, renewal exposure, and action plans across a multi-account portfolio, surfacing issues to leadership before they escalated rather than reacting after the fact
• Drove root-cause investigations on API escalations, partnering with Support and Engineering to resolve issues that stalled through standard channels
• Built early cross-functional coordination skills (Alliances, Support, Product, Legal) that became the foundation for the structured escalation-management approach carried into the Escalation Manager role

• Managed and coached a team of in-office and remote admissions representatives, driving recruitment/retention strategy while ensuring compliance with federal education regulations (FERPA, ADA, TCPA, Misrepresentation Laws, Gainful Employment) and enforcing departmental performance goals and best practices
• Leveraged a broad systems toolkit (Salesforce, Microsoft Dynamics CRM, Tableau, Microstrategy, Banner, Exact Target, and others) to drive reporting and outreach across the department

• Supported student recruitment and enrollment at alma mater, building early foundation in relationship management, compliance, and process-driven student support

• Conducted comparative market analyses, developed and executed independent marketing campaigns, and negotiated contracts for the sale and purchase of homes across the Washington D.C. area
• Member of GCAAR (Greater Capital Area Association of Realtors), PENMAR (Pennsylvania-Maryland Association of Realtors), and NAR (National Association of Realtors)

• Facilitated and executed lesson plans for students across both short- and long-term substitute assignments, adapting quickly to new classrooms and maintaining continuity of instruction

Activities: Outstanding Leadership Award (2001), Student Government Association (2000-2001), Treasurer, National Panhellenic Association (2000), Leadership Conference Participant (1999-2001), Member, Sigma Sigma Sigma Sorority (1999-2001)