This resume is for Candice K Piercy. She has over 15 years of experience in customer service and sales roles. Currently she works as a Supervisor of Technical Product Sales Support at Comcast, where she provides solutions and ensures seamless customer experiences. Previously she held several roles at Comcast such as Technical Product Sales Support Coordinator, Virtual Customer Account Executive, and Retention Specialist. She also has a Bachelor's degree in Business Administration/Project Management and a Master's degree in Business Administration.

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