KIA PIERCE
Summary
Results-driven customer operations and account management professional with 7+ years of experience across collections, client onboarding, retention, and customer success. Proven ability to reduce delinquencies, improve retention, resolve complex account issues, and collaborate cross-functionally in fast-paced environments. Highly proficient in Microsoft 365 and CRM systems, with a strong focus on customer experience and operational efficiency.
Overview
9
9
years of professional experience
2016
2016
years of post-secondary education
Work History
Customer Support Specialist
Parcel Pro
Torrance
04.2024 - 01.2026
- Responded to customer inquiries by phone, email, and in person. Helping with questions about shipping, returns, claims, and platform use.
- Guided customers through insured shipping options, documentation needed, and risk mitigation best practices.
- Provided solutions and follow-ups for issues like delayed shipments, lost packages, or documentation errors.
- Offered support for international shipping and compliance questions (e.g., customs)
- Helped users navigate Parcel Pro’s digital platform — such as creating and tracking labels, managing accounts, or redeeming rewards.
- Assisted with ordering packaging supplies and setting up pickups through the Parcel Pro system
- Managed cash handling and POS transactions for Parcel Pro services within a UPS Store location.
National Account Support Specialist
Tricon Residential
Tustin
03.2021 - 10.2025
- Managed a high-volume portfolio of residential accounts, consistently reducing outstanding receivables through strategic follow-ups and negotiated payment plans.
- Partnered with billing teams to resolve account discrepancies and ensure accurate invoicing.
- Negotiated settlements for customers experiencing financial hardship while preserving client relationships.
- Implemented structured collection strategies that reduced overdue accounts and improved payment compliance.
- Maintained detailed, compliant records and ensured timely follow-ups across all assigned accounts.
- Provided excellent customer service while resolving disputes, addressing concerns, and finding win-win solutions for both parties involved.
Onboarding Support Specialist
Rently
Beverly Hills
02.2018 - 01.2021
- Led onboarding and implementation for new clients, ensuring successful setup of software, hardware, and digital systems.
- Delivered virtual, instructor-led training sessions to drive adoption and product confidence.
- Coordinated closely with sales and product teams to ensure smooth handoffs from pre-sales to implementation.
- Integrated new product releases into training materials and onboarding workflows.
- Utilized CRM tools to track progress, resolve inquiries, and improve response times.
90 Day Collection Representative
Westlake Financial Services
Los Angeles
11.2016 - 02.2018
- Contacted customers with accounts more than 90 days past due to discuss payment options and resolved delinquencies.
- Used skip-tracing techniques to locate customers who are difficult to reach and identify collateral locations.
- Negotiated payment solutions tailored to each customer’s situation to help bring accounts current.
- Achieved monthly goals while maintaining quality, compliance, and professionalism.
- Collaborated with repossession agents to recover collateral when required.
- Reduced delinquency rates in assigned queue through consistent follow-up and strategic communication.
- Handled a high volume of calls efficiently in a fast-paced, goal-oriented environment.
Education
Bachelor of Arts - Mass Communication
Virginia State University
Petersburg, VASkills
- Account Management & Client Retention
- Collections & Debt Recovery
- Cash Handling
- CRM software
- Sales support
- Negotiation strategies
- Conflict resolution
Timeline
Customer Support Specialist
Parcel Pro
04.2024 - 01.2026
National Account Support Specialist
Tricon Residential
03.2021 - 10.2025
Onboarding Support Specialist
Rently
02.2018 - 01.2021
90 Day Collection Representative
Westlake Financial Services
11.2016 - 02.2018
Bachelor of Arts - Mass Communication
Virginia State University