Heather Pierce

Background

About Heather Pierce

An experienced business and leadership professional with over 10 years of Customer Service experience. Passionate and ambitious individual committed to providing world class customer service with a proven ability to lead, pursue process improvements for business development, and conflict resolution. Self-motivated, results-driven, detail-oriented team player committed to excellence while remaining never totally satisfied. SKILLS & ABILITIES Technical • SAP Software • ExtraCare • Cisco Unified Intelligence • Calabrio • Cisco Finesse, IP Communication • ADP Time & Attendance • Microsoft O365 • Google Programs Leadership and Communication • Led cross-functional partnership between Customer Experience and Deductions to reduce the number of customer deductions by 50%, totaling over • Implemented and organized a team of individuals to review, study, analyze, and decrease credit dollars charged to Customer Experience and as results, credits are down over from 2017 • CEB Gartner Trainer – Responsible for delivering CEB Gartner classes, information, and updates to team, accountable for implementation and success • Organizes and presents monthly business updates to a team of 45 individuals • Responsible for 18 direct reports including performance management, scheduled coaching, integrated coaching, quality evaluations, KPI’s, yearly reviews and compensation, promotions, performance plans, workload balance and review, team management • Representative for Reinvent projects