Angela Pierce

• Collaborated on stages of systems development lifecycle from requirement gathering to production releases.
• Participated in cross-functional projects while working in lean development environments.
• Gathered and defined customer requirements to develop clear specifications for project plans.
• Participated in software field testing to verify in-situ performance of developed projects.
• Translated verbal customer requirements into written use cases and testable development stories.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
• Evaluated employee performance and coached and trained to improve weak areas.
• Maintained compliance with company policies, objectives and communication goals.
• Worked with management team to implement proper division of responsibilities.
• Set overall vision and provided team leadership.
• Developed training, task and process guidelines and communicated clear and concise directions to employees.
• Identified individual employee's unique work styles and adapted management methods.
• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
• Evaluated employee performance and coached and trained to improve weak areas.
• Maintained compliance with company policies, objectives and communication goals.

Trained new highers in Auto Service.

Coached new highers as they took calls in Auto Service.

• Delivered superior customer service to retain existing customers and attract future customers.
• Handled customer inquiries and high volume calls to solve service and billing problems, independently resolving 99% of issues.
• Determined customer needs and interests to recommend Product to customers.
• Exceeded call monitoring expectations through accurate reporting and processing.
• Worked independently with minimal supervision.
• Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
• Built relationships with customers and community to promote long term business growth.
• Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
• Contributed to team objectives in fast-paced environment.
• Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
• Set and achieved company defined sales goals.
• Number one Service Agent 1997-1999.