KIA PIERCE
Bellflower,CA
Summary
Experienced Client Success Representative with a proven track record in payroll management, client retention, and onboarding support. Adept at optimizing processes and enhancing customer satisfaction through innovative solutions and cross-functional collaboration.
Overview
8
8
years of professional experience
Work History
Customer Success Ambassador
Isolved
01.2022 - 11.2024
- Provide exceptional customer service, promptly addressing payroll concerns
- Maintain confidentiality of sensitive employee information during payroll disputes
- Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
- Provided customer service to employees regarding payroll inquiries and issues.
- Resolved payroll discrepancies quickly and successfully.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Onboarding/Implementation Support Specialist
Rently
02.2019 - 01.2022
- Successfully managed multiple objects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Collaborated closely with sales teams to ensure smooth hand-off of new projects from pre-sales to implementation stages.
- Prepared and delivered instructor-led training sessions for virtual product suite.
- Installed hardware, software and digital components for customers.
- Partnered with product teams to stay informed of upcoming releases, integrating new features seamlessly into training curriculum.
Client Retention Specialist
Seek Business Capital
02.2017 - 01.2019
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
BACHELOR OF ARTS - MASS COMMUNICATIONS
Virginia State University
Petersburg, VA12.2016
Skills
- Customer Service
- Payroll
- Onboarding
- Implementation
- Client Retention
- Data Entry
- Customer Advocacy
- Product Knowledge
- Customer Retention
- Customer engagement
- Team management
- Product knowledge
Timeline
Customer Success Ambassador
Isolved
01.2022 - 11.2024
Onboarding/Implementation Support Specialist
Rently
02.2019 - 01.2022
Client Retention Specialist
Seek Business Capital
02.2017 - 01.2019
BACHELOR OF ARTS - MASS COMMUNICATIONS
Virginia State University
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