Pauline Pierce

Oversee the effective handling of outage management, social media, and web/email correspondence to both internal and external customers. Support the customer care center by ensuring there is appropriate staffing to meet its customer service commitments during non-core hours. Monitors and performs system health checks. Operates within an evolving environment which requires continuous learning including developing and utilizing skills and competencies to best serve customers.

• Monitored customers for signs of security concerns and escalated issues to management.
• Used product knowledge, sales abilities and customer relations skills to drive substantial sales increases in internet and HiLight products.
• Built customer loyalty and retention by delivering excellent shopping experiences.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
• Maintained up-to-date knowledge of store sales, payment policies and security standards.
• Developed strong rapport with customers and created positive impression of business.
• Listened to customer needs and desires to identify and recommend optimal products.

• Managed all aspects of store operations, including organization, maintenance and purchasing functions.
• Trained team members in successful strategies to meet operational and sales targets.
• Performed nightly store and team performance audits.
• Helped customers locate appropriate store locations of Xfinity products, answered questions about products, and provided solutions for various billing and product issues.
• Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
• Submitted orders for new inventory.
• Supported professional development of team members and supervisors at all levels to place knowledgeable candidates in leadership roles.
• Answered questions about store policies and addressed customer concerns.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
• Assessed sales reports to identify and enhance sales performance, support inventory oversight and capitalize on emerging trends.
• Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
• Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
• Promoted business strategy by implementing improvements based on guest feedback.
• Increased employee satisfaction and engagement 40 through inclusivity and can do action.

• Graduated in Top 2% of Class
• Continuing education in [criminal justice]