Robyn Pierce
Aurora,CO
Summary
Accomplished leader with a proven track record at Safeco Insurance Company, excelling in management and customer service. Skilled in analytics and conflict resolution, I led teams to exceed call center metrics 80% of the time, enhancing team performance and customer satisfaction through effective coaching and development.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Southwest Airlines
08.2023 - Current
- Provide legendary Customer service to people desiring to travel, use cargo or baggage service by attending to their needs
- Handles all aspects of ticketing and check-in by operating a computerized point-of-sale system, (ARD, CMS, SmartSuite, Nettracer, OpsSuite) boarding, baggage service, reservations and resolving related complaints and problems
- Expertly resolve mishandled Customers as a result of oversells, delayed or canceled flights, lost, delayed, or damaged luggage
- Quickly and within guidelines established by the Company
- Provide current and accurate fare, schedule, reservations, flight arrival/departure information and answers all general inquiries from Customers and other visitors to the airport terminal
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Full Charge Bookkeeper
Divine Intervention
10.2020 - Current
- Maintained company books on a weekly basis for client/business
- A/P and A/R reconciliation and monthly/quarterly aging reports
- Preparation of Balance Sheet, Income Statements and Cash Flow Statements as needed
- Bank statement and credit card statement reconciliations done monthly
- Gathered and prepared for annual taxes partnering with the owner of the business
- Contacted clients on past due receivables for collection with a 80% success rate
Gold Support Supervisor
Liberty Mutual Insurance Company
09.2008 - 10.2020
- Managed team of 10-12 employees
- Responsible for Coaching and Development of team members
- Managed team incentive and salary budget
- Met/exceeded call center metrics for 70% of team 80% of time each year
- Represented company at job fairs and hiring events and spearheaded recruiting efforts for over 10 classes
- Provided individual coaching and development guidance and support for team members
- Provided analytics and reporting to upper management monthly
Gold Support Supervisor
Safeco Insurance Company
09.2006 - 09.2008
- Managed team of 12-14 employees
- Responsible for coaching and development of team members
- Managed team incentive and salary budget
- Met/exceeded call center metrics for 70% of team 80% of the time each year
- Hired and onboarded new staff for approximately 10-12 classes
- Provided individual coaching and development guidance and support for team members
- Analyzed call center data and prepared reports to upper Management each month
Agency Support Supervisor
Safeco Insurance Company
03.2003 - 09.2005
- Managed team of 12-14 employees
- Responsible for coaching and development of team members
- Managed team incentive and salary budget
- Met/exceeded call center metrics for 70% of team 80% of the time each year
- Hired and onboarded new staff for approximately 10-12 classes
- Provided individual coaching and development guidance and support for team members
- Analyzed call center data and prepared reports to upper management each month
Education
Associate of Arts - Business
Community College of Aurora
Aurora, CO12.2025
Skills
- Conflict Resolution
- Problem Solving
- Management
- Report Writing
- Analytics
- Leadership
- Time Management
- Customer Service
- Vendor Management
Certification
- Colorado Producers License
- CICS Certification
- Data Processing Certification
- Full Charge Bookkeeper
References
Available upon request
Timeline
Customer Service Agent
Southwest Airlines
08.2023 - Current
Full Charge Bookkeeper
Divine Intervention
10.2020 - Current
Gold Support Supervisor
Liberty Mutual Insurance Company
09.2008 - 10.2020
Gold Support Supervisor
Safeco Insurance Company
09.2006 - 09.2008
Agency Support Supervisor
Safeco Insurance Company
03.2003 - 09.2005
Associate of Arts - Business
Community College of Aurora
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