Open to opportunities

Shelby Moore

@shelbymoore

Message

Customer Relationship Specialist who drives enterprise renewals, SLA resolution, and product feedback.

United States

Message

What I'm looking for

I’m looking for a customer-focused role handling enterprise accounts and renewals, resolving technical and billing escalations within SLAs, and translating customer feedback into product improvements through tight cross-functional collaboration.

I’m a Customer Relationship Specialist focused on enterprise customer success—handling subscription and warranty renewals for 100+ accounts, owning the full order lifecycle, and resolving high-priority technical and billing escalations with 95% case resolution within SLA. I use CRM tracking to stay proactive and coordinate across Accounting, Licensing, and Hardware to deliver smoothly.

I also bring cross-industry strength from marketing support and support work: I manage client portfolios, streamline onboarding with Salesforce and Jira workflows, improve CSAT through UX/UI and SEO enhancements, and create training modules and SOPs that reduce ramp-up time. When needed, I contribute to media production as a Video Editor using Adobe Premiere Pro and Canva to deliver polished, deadline-driven episodes.

Experience

Work history, roles, and key accomplishments

Current

Customer Relationship Specialist

Current

Faceware Technologies Inc

Jan 2021 - Present (5 years 5 months)

Managed subscription and warranty renewals for 100+ enterprise accounts using proactive CRM tracking and subscription management. Resolved high-priority technical and billing escalations, achieving 95% case resolution within SLA, and used CSAT/client feedback to inform product roadmap updates that reduced churn.

Customer Relationship Management (CRM)Subscription Management SLA Management CSAT Voice Of Customer Product Roadmapping Cross functional Coordination Renewals

Video Editor (Contract)

Truth & Justice League Podcast

Jan 2025 - Jan 2026 (1 year)

Edited podcast episodes by transforming raw multi-cam footage into finalized high-quality releases with precise technical audio-visual synchronization and mixing. Created on-screen graphics and managed digital assets to support a consistent bi-weekly content release schedule.

Adobe Premiere Pro Mixing Color Correction Canva Digital Asset Management

Marketing Support Specialist III

Kasasa

Jan 2019 - Jan 2020 (1 year)

Owned support and project coordination for a 40+ client portfolio, serving as primary contact and managing streamlined client intake via workflow automation. Led client website UX/UI improvements, improved SEO, and reduced client ramp-up time with training modules, SOP documentation, and actionable integration guidance.

client support Salesforce Workflow Automation Salesforce & Jira Coordination SEO Optimization Client Onboarding Cross Functional Stakeholder Management

Support Specialist

Electronic Arts

Jan 2013 - Jan 2019 (6 years)

Served as the senior escalation point for complex technical and billing issues, resolving high-priority contacts through strong troubleshooting and customer communication. Trained and mentored new hires, improved team performance using measurable action plans and KPI monitoring, and partnered on process/SOP improvements to stabilize onboarding and first-call resolution.

Troubleshooting Customer Communications KPIs Process Analysis Employee Training Mentorship & Quality Oversight