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.
• 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.
• 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.
• 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.
• 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.
• 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.

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.
• 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.
• 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.

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.
• 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.
• 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.

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.
• 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.
• 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.
• 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.

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.