Rachel Moore Email & Phone Number

Santa Clara, California, United States

San Francisco Bay Area

Bathroom renovations, made easy. Provides managed services that combine design, materials, and construction into a single, stress-free home renovation experience.--• Directed customer operations, escalation resolutions and the collections strategy, effectively reducing outstanding receivables and ensuring the delivery of exceptional customer experiences.• Provided coaching, mentoring, and performance feedback to empower a high-performing, customer-centric workforce.• Pioneered a mindset of continuous improvement and process optimization, with a primary focus on creating scalable operations, to proactively mitigate future escalations, streamline processes, improve operational efficiency and elevate the overall customer experience.• Implemented corrective measures through root cause analysis by analyzing existing customer escalations operations, resulting in a 41% decrease of customer escalations.• Enhanced team efficiency by developing optimized skill-based routing for customer interactions, implementing proactive support measures, as well as reporting for both technical and skill-based operational efficiency.

Newark, California, United States

Lucid is the new generation of electric vehicle, aimed at inspiring the adoption of sustainable energy.--Within the first year, successfully established strategies for the Customer Care and Roadside Assistance programs through forecasting, requirement analysis, and implementation, ensuring alignment with GTM timelines and milestones. Navigated a new electric vehicle product launch, and a company transition from privately held to publicly traded.• Designed, launched and scaled the Customer Care department and Roadside Operations in North America from scratch, including strategy, system architecture design, workforce planning, vendor selection, budget forecasting, hiring & training, and team KPIs.• Created multiple reporting levels and skilling specialization within the Customer Care department including Product and Technical Support Specialists, Roadside Assistance support, and a dedicated Business Intelligence Analyst. Teams resided in North America, APAC, and KSA.• Led the expansion into two new international markets to ensure operational excellence, national and global scalability, and customer experience standardization. Supported 24×7×365 coverage for chat, SMS, phone and emails and omni-channel routing, to consistently achieve a First Response Time SLA of 97%, and consistently achieved 95.3% positive experience sentiment.• Executed the selection and deployment of an omni-channel CM, and authored policies such as Field Escalation Triage, and early-warning protocols for recalls or service bulletins.• Pioneered a Customer Feedback program, driving data-informed Voice of the Customer insights to cross-functional partners.• Conducted a thorough assessment and award of a third-party business vendor, including RFP and RFQ processes and oversight of performance.Maintained relationships with EV networks and regulatory bodies, such as NHTSA.

San Francisco Bay Area

Gained leadership of the national Provider Advocate Group under Agero, Inc, powered by Swoop, based in the contact center in Clarksville, TN, in addition to the Swoop Customer Support Team.• Redesigned the national support team infrastructure, cross-training and merging two unique teams, to significantly improve key performance metrics such as an 88% reduction in hold times, a 127% increase in answer speed, and a 66% decrease in handle time, while maintaining performance in other channels.• Executed cross-training of the PAG and Customer Support Team, consolidating the support channels for Service Providers needing billing reconciliation, account management assistance, and technical support of the Swoop Platform.• Implemented performance management tracking with Agent Scorecards and feedback mechanisms. Resulted in a 95% Customer Satisfaction (CSAT) score and a 4.8 Customer Effort Score (CES).• Orchestrated the transition to a new , including developing and launching a customer-facing Help Center and internal Knowledge Base within HubSpot. Aligned with IT, Systems, Marketing and other teams to align on requirements and system architecture to ensure zero downtime or interruptions to the customer experience during the transition.

San Francisco, California

Swoop, in partnership with Agero, Inc, aims to empower roadside service providers to deliver exceptional service through software automation (SaaS).--Built out a world-class remote Support Team from the ground up within six months. Scaled operations based on customer trends and growth analysis for thoughtful expansion, and newly implemented workforce planning.• Designed, hired and managed a team comprised of both nationally based and offshore BPO staff, consistently achieving 95% Customer Satisfaction, (CSAT) and a 4.8/5 Customer Effort Score (CES). • Team provided exceptional Tier 1 and Tier 2 technical support across email, live chat, and phone channels for SaaS users and Fortune 500 Enterprise clients, handling ~14,000 customer interactions monthly of tickets including, but not limited to, account management, billing support and damage claims.• Implemented an AI-driven self-service chatbot within Intercom, achieving a significant 25% deflection rate.• Launched a revitalized ticket reporting and triage process with Product and Engineering Leadership, resulting in a reduction of resolution times by 86%.• Formulated and established a comprehensive Damage Claims process, enhancing evaluations and resolution efficiency and transparency, positively impacting 20% of total volume. Continually met 98% of touchpoint and resolution SLAs.• Automated key operational processes, including a network onboarding workflow, tracking of COI and FMCSA compliance, and streamlined billing and invoice processing.• Championed the evaluation, administration, and seamless implementation of cloud-based CRM, Intercom.

Palo Alto, California, United States

After 57% growth in customer base, managed global customer success for 11,000 customers. Team comprised of four Customer Success Managers upon expansion, located in Palo Alto, California, Sweden, and Norway.• Implemented a Return Merchandise Authorization process to secure over $1M in recurring subscriptions.• Identified agent and team KPIs to regularly report insights and actionable improvements to CEO. Upheld a 99% CSAT rating across Customer Success, and met a 24-hour SLA internally and externally. Proactively tracked agent and team KPIs to ensure continuous improvement.• Formed strategic alliances with Marketing Leadership to curate and optimize articles and customer-centric content based on customer traffic and engagement for maximum relevance. • Collaborated with Engineering and Executive Leadership, leveraging customer feedback and activity trends to enhance the Product Roadmap.

Palo Alto, California, United States

Automile offers frictionless tracking and management of fleets and assets as an IoT company, with a hybrid SaaS / D2C subscription model.--• Piloted efforts to improve key Customer Success metrics to ensure customer satisfaction & retention for 7,000 telematics users, with a global presence in over 50 countries.• Drove resolutions on escalated customer issues working with Account Managers and Leadership.• Analyzed recurring inconsistencies with data reporting or functionality using an in-house diagnostics tool.• Pioneered improved Zendesk workflows, routing and macros. Instituted internal documentation and training for Automile's in-house tool and CRM to cultivate policy standardization.

San Francisco Bay Area

Onerent offers a digital platform for property managers, offering on-demand showings, instant renter screening, AI-powered performance data, and autonomous move-ins.--• Directed and developed an offshore BPO team, delegating responsibilities and tasks across diverse business units including customer account management, quality assurance, for round-the-clock customer support.• Provided guidance, streamlined processes, and determined efficiencies for the platform's strategic direction, member experience, and internal improvements.• Conducted thorough market analyses by examining objective market data, current listings, and historical rental data, to deliver comprehensive, custom-tailored market breakdowns.• Expedited the onboarding process, from marketing to leasing properties for new real estate investors within San Francisco, San Jose, and San Diego markets, with a focus on post-sale member growth and development.

Sunnyvale, California, United States

Primary responsibility for catering operations of B2B & B2C, as well as market expansions.• Spearheaded the creation and implementation of growth strategies for market expansion by establishing all catering operations, devising bespoke client experiences within budget constraints and preferences.• Managed two distinct offshore BPO teams, focusing on website enhancement and merchant acquisition; supervised project assignments, provided coaching, and conducted final quality reviews for vendor sites and mobile app menu.• Project Leader for Way.com’s. Mobile Application launch. Strategized and collaborated cross-functionally with department leaders to meet deadlines and targets and achieve deliverables. • Executed final quality reviews for account details, external-facing Way.com vendor sites, and mobile app profiles for each restaurant and merchant onboarded to the platform.

Menlo Park, California, United States

Miles & Co believes in a world where food is delivered on time.--Led client experiences at a pivoted, logistics food service startup company.• Restructured team from Fluc, Inc. Managed daily operations for a group of 4 Specialists. • Evaluated and oversaw team productivity, and reported to upper management and the CEO on KPIs. Achieved a consistent 94% CSAT score and met SLAs on 99% of cases. • Devised and launched a team handbook, regularly reviewing for improvements. Cultivated quality of services by training team members on organizational and procedural standards.

Mountain View, California, United States

First employee to be promoted to Team Lead.• Supervised team members' daily roles to ensure all duties were performed at a high level. Focused on team effectiveness and streamlining of processes to improve customer experience, as well as increase customer retention and customer acquisition. • Coached the team as needed and handled escalations.• Led hiring efforts and conducted new team member training for necessary expansion, scaling the team from 7 to 15 representatives. Maintained a 12-hour SLA and 90% CSAT.

Mountain View, California, United States

Fluc's vision is to become the ultimate destination for everyone's end-to-end food delivery experience.--• Served as the liaison between customers, drivers (or "Food Lovers"), and restaurant vendors. Advocated all needs to ensure successful order management and completion. • Provided operational support for 50-100 drivers. Assisted with customer, driver, or restaurant issues and solutions, resulting in ~75-100 phone calls from 500+ daily orders.• Trusted by upper management to pioneer a training manual and documentation of policies that became the standard for current and future employees.

San Jose, California, United States

Provided dedicated care for a local family's 6-year-old son.• Responsible for transportation, nutrition, entertainment, homework or curriculum help.• Structured a regular schedule with a specialized program to help him keep focus and improve his listening abilities. • Assisted family with light housekeeping, meal prep, and transportation to and from extracurricular activities. • Regularly communicated with the family on progress and planned structure to ensure continuity.

Los Gatos, California, United States

• Responsible for financial settlements, daily recaps and inventory management of products and reconciliation of transactions.• Solely responsible for inbound telephone calls, appointment confirmation, walk-in clients and potential concerns in a high-volume client environment.• Promoted organization between other employees, scheduling, and prioritized tasks with a hierarchy of demand.

Palo Alto, California, United States

Worked in several different roles, often simultaneously, while at St. Michael's Alley. Began as a hostess, then worked as a server, then as a barista. • Learned each drink recipe and all equipment or machinery to make each beverage quickly and accurately. Modified recipe per customer preference or request.• Prepared the bar for the next shift. Performed all corresponding side work and duties to maintain freshness and food quality for drinks and garnishes.• Replenished or reordered inventory as needed.

Palo Alto, California, United States

Brunch, lunch, dinner, and private event (or holiday) food server.• Established professional relationships or connections with regular customers and offered an enjoyable dining experience.• Performed daily side work and assisted with any other additional tasks to keep the restaurant clean and presentable.• Entrusted with the authority to handle and rectify any situations that arose or required extra attention. Escalated to owners in extreme cases.

Palo Alto, California, United States

• Solely responsible for answering phones, greeting and seating guests, and providing excellent customer service.• Maintained all reservations to ensure no double bookings. Verified each booking 24 hours prior to expected arrival.• Trained new hostesses and ensured their performance was up to expectations.

Cupertino, California, United States

• Efficiently managed multiple tables, ensuring prompt and attentive service, and created experiences to bring guests back.• Provided extensive knowledge to guests, along with recommendations or add-ons.• Collaborated with the kitchen and bar staff to coordinate orders and ensure smooth and seamless dining experiences.• Handled payments, adhering to the restaurant's cash-handling procedures and maintaining confidentiality.

Santa Clara, California, United States

• Assisted in daily assignment of scheduled coworkers and servers to appropriate table sections in the restaurant in place of Shift Manager.• Responsible for training new employees to deeply understand all menus, specials, and protocols.• Established professional relationships or connections with regular customers and offered an enjoyable dining experience.• Performed daily side work and assisted with any other additional tasks to keep the restaurant clean and presentable.

Sunnyvale, California, United States

Relocated to Marie Callender's location in Sunnyvale, after the Cupertino location closed its doors in January 2011. • Resumed server responsibilities for lunch and dinner shifts. Performed daily side-work.• Acted as a cashier substitute when needed.

Cupertino, California, United States

• Maintained the pie display case, presentation, and cleanliness of the waiting area. • Answered phones and greeted and seated guests based on available server stations, focusing on equal distribution of new tables. • Trained new hostesses and ensured their performance was up to expectations.

Cupertino, California, United States

• Assisted Shift Manager with the end of shift responsibilities, such as bank deposits and register balancing. • Began training for a server position before the Cupertino store location closed.

Santa Clara, California, United States

• Greeted and assisted customers with questions about products, apparel, and sizing. Primarily supported customers in the PINK room. Additionally, provided support in the fitting, fragrance, and intimates rooms. • Restocked and prepared the PINK room floor for promotional or sales events. Upheld all company policies and brand standards.• Worked the Semi-Annual Victoria's Secret Sale as part of my seasonal employment, which contributed to a 3% sales growth in the quarter and full-year sales growth of 9% or $1.4 billion.

Cupertino, California, United States

• Primarily tended to the cash register. Responsible for balancing the cash register drawer and accounting for customer discounts and cash totals at the end of my shift.• Continued assisting in restocking, organizing, and displaying products according to store standards. Assisted with price changes and promotional signage.• Assisted tending the fabric counter to support the rest of the team, safely and accurately measuring and cutting fabric to customer specifications.

Cupertino, California, United States

• Greeted and assisted customers, embodying the Jo-Ann's F.A.S.T. service model. Assisted customers with crafting or product questions on the sales floor as needed.• Tended the fabric counters, safely and accurately measuring and cutting fabric to customer specifications.• Assisted in restocking, organizing, and displaying products according to store standards. Assisted with price changes and promotional signage for doorbuster's or quarterly sales.

San Jose, California, United States

• Greeted and assisted all incoming clients or guests with questions or concerns or received and signed for incoming packages or mail.• Performed data entry to keep accurate records of clients' confidential information and cases. Scheduled appointments, court dates, or consultations for Attorney Jamie Harmon. • Additionally, frequently accompanied the managing partner, Ms. Harmon, to various cases, receiving in-person court experience on various topics, ranging from criminal defense, drug-related crimes, DUI/DWI, driver's license suspensions, juvenile law, probation to parole hearings, or traffic violations.

Cupertino, California, United States

• Learned food and drink recipes, and all equipment or machinery to make each beverage quickly and accurately. Modified recipe per customer preference or request, to meet customer expectations.• Answered phones and greeted customers to ensure a timely experience.• Promptly maintained the cleanliness of the restaurant and dining tables, to assist in all aspects of the restaurant dining experience.