Jacqueline Pierce

Experience

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  The Party Artist

  Jun 2003 - now

  Event Entertainment, Planning, and Administration

  ❖ Gained superior customer service skills by interacting face to face with customers of all ages and demographics in a fast-paced environment. Easily handled special requests on the fly and am always looking to please and wow my clients!❖ Spent over 15 years working with clients and co-workers, face to face, while in the same company. During these 15 years, I have been an event entertainer and assisted with phone calls, emails, event scheduling, event coordinating, and other business responsibilities.❖ Currently assisting with some business functions and events on a part time basis. My current project is to update or create new social media pages to assist with marketing.❖ Created current business cards and logo using a combination of product photos and Photoshop editing. See attached media. Show less

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  PRO Unlimited

  Jun 2017 - Nov 2017

  QA Tester

  ❖ Passed EA’s QA test and possess a Certificate of Qualification.❖ Experience in testing websites, software, and video games on various platforms including: PC, mobile, PlayStation 3, PlayStation 4, Xbox 360, Xbox One, and Xbox One S.❖ Identified and logged over 500 bugs within 5 months during my last contract.❖ Discovered 100 verified bugs in a single week and won a related internal competition.❖ Recognized as one of the most proficient QA testers amongst the team, I was moved to a special team purely for Ad Hoc testing. My specialty was determined to be visual defects.❖ Less than a 4% bug duplication rate with over 650 bugs logged in total.❖ Available for over-time and after hours work as needed. Show less

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  Van Pool

  May 2018 - Oct 2018

  Van Monitor

  ❖ Developed several skills while working with special needs children: remaining calm in high stress situations, de-escalation, body language, and active listening.❖ Traveled with the same few special needs students every day, making sure the driver and students remained safe. Was trained in First AID and CPR.❖ Available for on-call situations on an as needed basis.

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  Rotmans

  Sept 2018 - Jun 2019

  Sales Associate

  ❖ Learned the store’s technical systems (Netsuite, a business CRM), products (over 20 furniture brands), and how to properly create special orders in one week instead of the standard 3. Asked to go out onto the floor prior to training period ending due to speed of learning.❖ Frequently asked for by return customers as they enjoyed my sales style: relaxed, empathetic, and friendly. Made sure customers were well taken care of and notified of new deals.❖ Utilized Zendesk as a tool to take my online sales to the next level, and won several internal competitions related to online customer support. Show less

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  Elm Street Technology

  Jun 2019 - Mar 2020

  Customer Support Specialist

  ❖ Maintained a 97% satisfaction rating during my employment with over 500 reviews from customers. One of six support specialists.❖ Communicated with clients in a high-volume and fast-paced setting through four channels: email, live chat, phone, and text. Aside from assisting with technical issues, duties also included assisting with on-boarding, training, and client retention.❖ Due to the technical nature of many inquiries, an average day consisted of 40 email tickets, 15 chats, and 20 calls, with some text or social media inquiries involved.❖ Provided remote support for the following: SaaS products (which included CRM & CMS), Social Media accounts, website customizations & updates using HTML & CSS, blogs, VOIP, domains, email marketing (eMerge), CSV uploads, bug documentation/follow-up, and the creation & updating of Help Center articles for internal & external use.❖ Took ownership of tracking bugs submitted by various teams throughout the company on a Trello board, as there was no dedicated location for non-engineers to review submitted issues. With the addition of some Slack Zapier automations, many submissions became automated for efficiency.❖ By request of my manager, took on a leadership role maintaining Zendesk by providing new macros, triggers, and automations to increase efficiency of the support team and ticket queues.❖ Recommended for further leadership roles by my manager during review, pertaining to Help Desk knowledge base, content creation, bug tracking/regression testing, and ownership of legacy product support. Show less

• 

  None

  Apr 2020 - Sept 2020

  Unemployed

  Period of unemployment due to lay offs caused by the unprecedented pandemic, Covid-19.

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  Workgrid Software

  Sept 2020 - now

  ❖ Administrative experience with Salesforce, Salesforce Knowledge Base, Salesforce Trailhead, and Ring Central/Avaya. Utilization of Milestones within Salesforce to maintain 100% of SLAs with customers regarding first contact time on a 24/7 basis.❖ Daily communication with Fortune 500 companies, enterprises, executives, partners, and various businesses regarding product support through channels such as Slack, Salesforce, Outlook email, live chat, phone (Avaya/Ring Central), Zoom, and Teams.❖ Head of investigation, verification, and escalation of reported issues related to product.❖ Triage of all incoming requests, assigning tickets to the appropriate team member.❖ Maintain and improve the design for company’s external Salesforce Knowledge Base, such as the following projects which have been completed: updated home page layout, integrations & articles landing pages, tab navigation, tile navigation, and custom CSS for article “tips.”❖ Knowledge management admin, in charge of maintaining, researching, writing, creating, editing, publishing, archiving, and organizing all Help Center related customer facing material, with large scale projects such as: complete sunsetting of several features requiring extensive edits to our entire knowledge base, a Workgrid myTrailhead portal, and “Getting Started Guides”.❖ Working experience with JIRA and Confluence - creating tickets of stories, bugs, and knowledge of product support guidelines and practices.❖ Utilization of Snagit, Loom, and Camtasia for video recording, creation, editing, and image capturing for various article media such as instructional imagery or gifs.❖ Mastery of Camtasia, a video editing software, and Vimeo for video hosting.❖ Experience in an Agile team environment led by an internal Scrum Master.❖ Promoted from Prod Support to the role of Sr. Prod Support in May of 2023. Show less

  • IT Applications and Operations Support Specialist lI

    May 2023 - now

  • IT Applications and Operations Support Specialist l

    Sept 2020 - May 2023