LIANA PIERSON HAILS
Portland
Summary
Over eight years of progressive responsibility in scheduling, data analysis, and policy communication. Ability to work both independently and as part of a team while handling multiple tasks and priorities. Personable, friendly, and solution-oriented professional with several years of experience in support.
Overview
18
18
years of professional experience
Work History
Workforce Management Customer Care Coordinator
Charter Communications
Vancouver
03.2017 - Current
- Partnered with various departments, including HR and Training, to schedule meetings and training sessions for over 400 employees, using parameters such as company policy, state labor laws, meeting room size, and staffing needs
- Created and updated Excel reports and dashboards, tailored to the needs of management
- Leveraged work relationships with leadership and among multiple local and national teams to provide timely resolution to requests, using communications adapted for each target audience
- Maintained confidentiality regarding employee HR accommodations, terminations, and award winners
- Authored and proofread email communications describing company policy to our employees
- Led virtual training sessions for new employees on the company’s scheduling system
- Actively participated in Business Resource Group mentorship programs by collecting and distributing meeting notes to members
Customer Service Coordinator
Charter Communications
Vancouver
03.2016 - 03.2017
- Performed billing and payment-related research on dozens of accounts per day
- Achieved a high level of success on metrics such as quality assurance and schedule adherence; reduced average handle time by two minutes over a period of three months
- Guided representatives through side-by-side support through new hire training
Serviceability Advocate
Charter Communications
Vancouver
10.2008 - 03.2016
- Analyzed and entered data to maintain CSG billing system integrity using a variety of tools, such as GIS
- Produced daily reports via Excel and SharePoint for the Serviceability team and company-wide leadership
- Influenced policy and process flow through collaboration involving multiple departments
- Developed curriculum and trained new employees during a 2-year period, both in person and remotely
Broadband Sales Representative
Charter Communications
Vancouver
04.2007 - 10.2008
- Explored customers’ telecommunications needs to maximize revenue and ensure customer satisfaction
- Assisted hundreds of clients per week while steadily meeting performance benchmarks
Education
B.A. - Spanish
California State University
SacramentoA.A. - General Education
Santa Rosa Junior College
Santa Rosa, CACertificate - Data Analytics
ECornell
Skills
- Schedule management
- Data analysis
- Microsoft Excel reports
- Proficient in Microsoft Outlook, PowerPoint, Word, and OneNote
- Collaboration among departments
- Written and verbal communication
- Process improvement
- Attention to detail
Accomplishments
- Won Charter's annual Gold Award twice (2016 and 2022)
- Awarded Charter's quarterly Silver Award multiple times between 2017 and 2025
Timeline
Workforce Management Customer Care Coordinator
Charter Communications
03.2017 - Current
Customer Service Coordinator
Charter Communications
03.2016 - 03.2017
Serviceability Advocate
Charter Communications
10.2008 - 03.2016
Broadband Sales Representative
Charter Communications
04.2007 - 10.2008
B.A. - Spanish
California State University
A.A. - General Education
Santa Rosa Junior College
Certificate - Data Analytics
ECornell