Erika Moore, CSPO

Product Owner at Applied Systems
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Contact Information
us****@****om
(386) 825-5501
Location
Douglasville, Georgia, United States, GE

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Credentials

  • Product Management Bootcamp
    Tarigo Product Management
    Sep, 2022
    - Nov, 2024
  • Certified Scrum Product Owner (CSPO)
    Hyperdrive Agile Leadership
    Mar, 2022
    - Nov, 2024
  • Overcoming Your Fear of Public Speaking
    LinkedIn
    Nov, 2021
    - Nov, 2024
  • Avoiding Common Pitfalls in Customer Success Management
    LinkedIn
    May, 2021
    - Nov, 2024
  • Business Fundamentals for Customer Success Managers
    LinkedIn
    May, 2021
    - Nov, 2024
  • Customer Experience: Journey Mapping
    LinkedIn
    May, 2021
    - Nov, 2024
  • Customer Success Management Fundamentals
    LinkedIn
    May, 2021
    - Nov, 2024
  • Engagement Evaluation Best Practices for Customer Success Management
    LinkedIn
    May, 2021
    - Nov, 2024
  • Sales: Customer Success
    LinkedIn
    May, 2021
    - Nov, 2024
  • Value Realization Best Practices for Customer Success Management
    LinkedIn
    May, 2021
    - Nov, 2024

Experience

  • Applied Systems
    • United States
    • Software Development
    • 700 & Above Employee
    • Product Owner
      • Feb 2022 - Present

    • Solution Specialist, Adoption Services
      • Jul 2021 - Feb 2022

      -Assisted with building nurture campaigns -Assisted with building various customer success playbooks-Completed various product specific workshops

    • Product Specialist
      • Aug 2016 - Jul 2021

      - Guided clients through product activations in US & Canada- Assisted with product onboarding for Ireland division - Assisted with creating implementation guides to serve as a resource for internal staff and client-facing document

    • Support Technician 2
      • Jun 2014 - Aug 2016

      - Inbound telephone calls assisting customers with issues, inquiries, and system configuration. - High-Quality Control Surveys taken by our customers. - Completed Client Welcome Calls following the implementation team’s support hand-off. - Collaborated with other departments to report, investigate, and resolve various system bugs and errors.- Created misc. documents to outline various internal/external workflows and settings-Performed numerous product training sessions with Agencies/Brokerages Show less

    • Data Processor
      • May 2011 - Jun 2014

      - Inbound/Outbound telephone calls and correspondence to vendors, insurance agents/brokers, and monthly status calls to full service clients. - Served as a client advocate to ensure contractual insurance requirements are met. - Implemented self-service accounts, assisted with trainings and post-implementation support- Updated protocol for Full Service Account Management and developed call training program for new hires.

  • Sprint
    • United States
    • Telecommunications
    • 700 & Above Employee
    • Advanced Technical Support Specialist
      • Feb 2009 - Apr 2011

      - Assisted walking customer through steps to resolve advanced technical issues with their devices and connection cards. - Demonstrated leadership as an occasional stand in resolution management team specialist, assisting representatives with resolving advanced technical issues. - Transformed "difficult" customers into loyal and satisfied customers by leveraging strengths in premium customer service and the ability to find win-win resolutions. - Recognized for meeting the issue resolve matrix for over a 6 month time period Show less

Education

  • Briarcliffe College
    Associate's degree, Business Administration and Management, General
    2005 - 2007

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