LaRue Pierce
Houston,TX
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
7
7
years of professional experience
Work History
Sales Manager
MHG Hotels
Sugar Land, TX
12.2023 - Current
- Developed and implemented sales strategies to increase market share.
- Established relationships with key clients, while maintaining existing customer base.
- Negotiated contracts with corporate clients.
- Collaborated with other departments within the hotel organization to promote sales initiatives.
RETAIL SERVICE DESK MANAGER
Acumera
05.2019 - 08.2023
- For all 3 roles below, Implemented and maintained effective management of inbound incident and call queues, ensuring accurate identification, proper triage, and timely escalation of issues from internal level 1 support
- Continuously enhanced the internal helpdesk knowledge base to consistently improve known issue resolution
- Provided instruction, mentorship, and directed remote support across various luxury retail client-facing systems, applications, and infrastructure components
- Conducted regular performance reviews and provided coaching and development opportunities to team members, fostering their professional growth and success
- Fostered a positive and collaborative work environment, promoting teamwork, open communication, and a customer-centric mindset among luxury retail service desk staff.
RETAIL SUPPORT SYSTEMS ANALYST
05.2018 - 05.2019
- Delivered comprehensive technical support to over 100 retail luxury boutiques, ensuring exceptional customer service
- Leveraged Acumera's internal helpdesk extensive knowledge base for known issue resolution and to ensure client satisfaction
- Accepted, diagnosed, and answered first call incidents via email, phone, and other communication channels in a professional and timely manner
- Resolved an average of 30+ daily inquiries and issues, efficiently resolving complex software/hardware difficulties within a 30-minute timeframe
- Maintained a call rate of over 90%, consistently ensuring a high rate of answered calls to meet targets.
TECHNICAL SUPPORT SYSTEMS ANALYST
11.2016 - 05.2018
- Received, triaged, and promptly responded to over 80 client issues per shift, effectively managing the workload
- Utilized knowledge and industry expertise to successfully resolve 95% of reported issues, showcasing strong problem-solving skills
- Responsible for the accurate configuration of network/payment hardware for over 5000 retail stores using Linux
- Coordinated the management for the team's knowledge base, ensuring timely issue resolution and effective collaboration.
Education
Bachelor of Science (B.Sc - Information Technology
Florida State University
08-2016
Skills
- Service Now
- Zendesk
- Jira
- Linux
- Windows
- AS/400
- Mac OS
- servers
- routers
- LAN
- wireless LAN
- Microsoft Exchange
- Active Directory
- Microsoft Office Suite
- Competitor Analysis
- Revenue Generation
- Performance Analysis
- Contract Negotiation
- Revenue management
- Sales Targeting
- Sales Reporting
- Customer Service
- Sales strategy
- Salesforce Software
- Time management
Interests
Tennis (recreational), singing, traveling, pageantry, and reading
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Sales Manager
MHG Hotels
12.2023 - Current
RETAIL SERVICE DESK MANAGER
Acumera
05.2019 - 08.2023
RETAIL SUPPORT SYSTEMS ANALYST
05.2018 - 05.2019
TECHNICAL SUPPORT SYSTEMS ANALYST
11.2016 - 05.2018
Bachelor of Science (B.Sc - Information Technology
Florida State University
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