Deanna Moore

• Enhance customer experience through relationship-building and solutions.
• Manage inbound and outbound escalation calls.
• Conduct root cause analysis for in-home escalations.
• Collaborate with business partners to resolve issues within SLA time frames.
• Communicate with Market Leaders, Dispatch, DDC, Property Damage Adjustors, and 3PL providers on escalated cases.
• Provide support via Outlook shared inbox to distribution centers, stores, leaders, and customers.
• Serve as the final resolution point for escalations.
• Handle communications regarding product and service delays.
• Gather insights and feedback for continuous improvement.
• Train customer-facing reps on managing escalations.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Enhance customer relationships by addressing care, services, and subscription issues.
• Provide resolutions tailored to each customer’s unique needs.
• Solve complex order issues, returns, and exchanges.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Coordinated with various departments to resolve technical and operational issues.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Apple Care:

• Provide Store Care Operator support via digital chat for Apple iOS customers.
• Assist clients with inventory, store hours, location, repair status, and order information.

MOD Support Agent:

• Provide on-the-spot technical and call support to agents supporting CS1.
• Assist with one-on-one training for colleagues new to remote work.