resume

1. CANDICE K PIERCY
504 Dunbar St SW, Atlanta, GA 30310 678-592-9288 cpiercy619@comcast.net
Skills
 Over fifteen years of customer service and sales experience.
 Proficiency in all major software programs such as: MS Word, Excel, PowerPoint, CSG,
Amdocs/Comtrac/CSG, Workbench and Sales Force.
 Excellent oral/written communication skills.
 Excellence in Customer Satisfaction, meeting or exceeding all goals.
 Proven leadership ability.
 Proficient keying in multiple markets.
 Champion of Excellence Award winner.
 Team player with positive attitude.
 Goal and detail oriented.
Employment
Comcast
Supervisor- Technical Product Sales Support- BSS 06/2016 to Present
 Lead supervisor.
 SMB product subject matter expert.
 Solution provider and sales/leadership/customer liaison.
 Coaching solutions excellence.
 Promoting a seamless customer experience.
 Leading by example.
 Fostering an environment of inclusion and engagement amongst all internal departments.
Technical Product Sales Support, Coordinator 2- BSS 09/2013 to 06/2016
 Review contracts and validate services with customers prior to installation to ensure
accuracy.
 Review installation experience and ensure client satisfaction after installation is completed.
 Navigate through multiple systems to build, track and monitor orders.
 Act as a project manager for clients that have orders for multiple sites.
 Act as a liaison between clients, sales, and internal departments to resolve issues and
answer inquires post order acceptance and post install.
 Achieving all scorecard goals.
 Act as a team lead and subject matter expert.
Virtual Customer Account Executive- Billing and Repair 07/2011 to 09/2013
 Respond billing and service inquiries while working in a remote location (home office) with
very minimal supervision.
 Maintain excellent scorecard and performance metrics.
 Interact with team members and supervisor via virtual tools.
Virtual Retention Specialist 10/2008 to 09/2013
 Prevent client from cancelling service by resolving service and billing issues.
 Follow up via phone or email to ensure resolution.
 Retain revenue by reminding customers of the value of the services they are receiving.
 Exceed all performance goals.
 Working from a home office.
Retention Specialist 08/2007 to 10/2008
 Prevent client from cancelling service by resolving service and billing issues.
 Follow up via phone or email to ensure resolution.
 Retain revenue by reminding customers of the value of the services they are receiving.

2.  Exceed all performance goals.
POC-Point of Contact 01/2006 to 08/2007
 Act as the point of contact for escalation issues related to repeat/unresolved troubles.
 Work dispatch escalation templates from Cae’s for missed appointments, incomplete work,
not-home verifications, must-do scheduling, and other escalated issues received via email,
radio and a web based tool.
 Locate, contact and dispatch field resources to complete the escalated issue. Contact
customer within the required time frame.
 Act as a liaison between the Call Center and Area Technical Operations.
 Serve as a role model, subject matter expert for escalated customer issues related to video,
digital phone, CDV and high speed internet.
 Provide feedback via a web based toll to peers and internal customers and provide
suggestions for improvement.
 Present ideas for process improvement to leadership. Also assist support department with
account and equipment audits.
Customer Account Executive 07/2004 to 01/2006
 Resolving customers concerns and dissolving escalated issues.
 Assisting with the supervision of a team of thirty representatives by completing monitoring
sessions and monthly performance evaluations.
 Leave each customer with a positive impression of my companies’ products and services.
AT&T
Account Representative 05/2000 to 06/2004
 Provide excellent customer service to customers by resolving any issues with services and
products.
 Received numerous customer commendations for my excellent work.
 Maintain a more than satisfactory appraisal rating during my four years of service.
 Selling a broad array of products and services to existing and potential customers.
EDUCATION
American InterContinental University –
Master’s Degree- Business Administration
Graduated: 03/2019
Bachelor’s Degree- Business Administration/Project Management
Graduated: 09/2017
University of Phoenix – Associates Degree – Information Security
Graduated: 09/2012
State University of West Georgia
Attended: 08/1997
to 07/1998
Booker T. Washington High School - Class Valedictorian
Graduated: 06/1997
REFERENCES
Alicia Lymon 770-823-4072 Malinda Henson 404-903-3952
Raymond Brown 904-207-0103 Cynthia Johnson 470-315-3970