Shelby Moore
Austin,TX
Summary
Dedicated Product Support professional with a calling for ensuring client success. Over a decade of experience exceeding expectations by understanding client needs and implementing innovative solutions. Proven leadership abilities in mobilizing cross functional teams, mentoring and training new talent, and delivering remarkable customer experiences.
Overview
11
11
years of professional experience
Work History
Product Support Specialist
Faceware Technologies Inc.
06.2021 - Current
- Supported Faceware's enterprise software by triaging tickets to efficiently provide licensing assistance, account management and technical troubleshooting.
- Drove initiatives to improve products by sourcing and delivering customer feedback to software developers.
- Contributed to new product launches by forecasting contact drivers and designing effective support workflows.
- Managed customer knowledge base by creating articles about common issues and best practices.
- Developed an internal repository for Product Support processes, training materials, and templates.
- Assisted Sales team by facilitating software demos to upsell product versions and boost conversion rates.
Marketing Support Specialist III
Kasasa
11.2019 - 12.2020
- Managed a portfolio of 40+ Financial Institution clients.
- Organized incoming project requests by developing efficient workflows.
- Collaborated with cross-functional teams to implement website enhancements and increase lead generation.
- Developed onboarding documentation and trained new clients to the platform.
- Maintained product knowledge and adapted to frequent updates to enhance client support.
Embedded Game Specialist
Electronic Arts (EA)
09.2013 - 10.2019
- Resolved escalated support cases by troubleshooting complex issues and employing effective empathic skills.
- Developed action plans using measurable goals to promote employee engagement and team performance improvement.
- Leveraged community feedback and customer satisfaction with the Process team, contributing to hundreds of process improvements.
- Trained new hire classes by leading product lessons and Q&A sessions.
- Supported new hire teams during nesting phase by supervising and serving as primary point of contact for consultation assistance.
Education
High School Diploma -
Leander High School
Leander, TX 08.2006 - 05.2010
Skills
- Adobe Creative Suite
- Agile methodology
- American Sign Language
- Client relations
- Content editing
- CRM software
- Cross-functional collaboration
- Escalation management
- GSuite
- HTML and CSS
- JIRA
- Knowledge base management
- Odoo
- Problem-solving abilities
- Product Support
- Project management
- Public speaker
- Salesforce
- SLA management
- System maintenance
- Technical Troubleshooting
- Training
- Trello
- Video Editing & Content Creation
Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work weekTimeline
Product Support Specialist
Faceware Technologies Inc.
06.2021 - Current
Marketing Support Specialist III
Kasasa
11.2019 - 12.2020
Embedded Game Specialist
Electronic Arts (EA)
09.2013 - 10.2019
High School Diploma -
Leander High School
08.2006 - 05.2010
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