Rose Pierre

Rose M. Pierre DFW Metroplex, TX |- |- Education M.A. | NEW YORK UNIVERSITY Major: Higher Education Administration B.S. | ANDREWS UNIVERSITY Major: Human Development Skills & Abilities • • • • • • • • • • · · Excellent Interpersonal Skills Prioritization & Problem Solving Customer Relationship Management (CRM) Operations Management Account Management People Management Business Development & Planning Strategic Communications Management, Oversight & Accountability Technical Consulting Needs Analysis Training & Mentoring · · · · · · · · · · · · · Key Accounts Development Change Management Pipeline Development Business Strategy Project Management Cross-functional Team Leadership Risk Management Brand Development Computer Software Proficiency Forecasting Market Analysis Customer Retention Client Service Optimization Experience CUSTOMER SUPPORT & ENGAGEMENT DIRECTOR | ACCA USA | NOV. 2018 – MAR. 2021 · Managed the day-to-day operations of customer-focused departments, providing guidance, support, and training to subordinates in acquiring and processing data to fulfill company objectives. · Conducted research and acquired data to obtain a comprehensive understanding of customer and market conditions, then utilized data to develop engagement and support plans. · Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement. · Utilized data and insights to identify engagement touchpoints throughout the customer lifecycle. · Served as an expert in products and services available to customers, educating them on the benefits of our products and services. · Traveled to Customer locations across the USA to develop Customer Success Plans and to participate in project troubleshooting and creating solutions. · Executed and developed a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction. SCHOLARSHIP & ENGAGEMENT DIRECTOR | NORWALK COMMUNITY COLLEGE FOUNDATION | JUN. 2017 – NOV. 2018 · Oversaw and directed all scholarship functions of the organizations, including designing and implementing online scholarship applications, defining scholarship eligibility and requirements. · Partnered with state and national institutions regarding student scholarship awards and billing, then collected and analyzed data to ensure accuracy. · Spearheaded continuous improvement activities, including procedure, process, quality, and productivity improvements. · Led communication task forces fostering cohesive communication between leadership, organizational stakeholders, and project contributors. · Developed best practice guides, standard operating procedures, information, and data management strategies for the department for both state and federal funds. GRADUATE COORDINATOR – GROWTH & DEVELOPMENT | NEW YORK UNIVERSITY | AUG. 2016 – MAY 2017 · Co-developed and assessed the Proud to Be First program, supporting first-generation students to transition to the NYU community. · Researched and assessed students and utilized data to improve programs for first-year students. · Partnered with program leaders to research student needs and monitor program budgets and the expenditure of funds. · Successfully led, managed, and developed a team of subordinates through goal setting, mentoring, coaching, and assignment of effective training and development opportunities, ensuring communications related to operation updates are relayed to end users timely and efficiently. · Audited processes developed and implemented process improvements to streamline work tasks. FIRST-YEAR EXPERIENCE COORDINATOR | NEW YORK INSTITUTE OF TECHNOLOGY | AUG. 2015 – MAY 2016 · Coordinated and led a First-Year Experience Program, supporting First-Year students in their transition to NYIT. · Provided supervision and oversight to mentors and orientation leaders, ensuring adherence to program best practices. · Planned and organized programs and activities and partnered with cross-functional departments to provide technical and clerical support, ensuring operations complied with FYE program requirements. · Improved and fulfills quality assurance operational objectives by assessing operational processes and developing strategic action plans to improve production, productivity, and service quality. · Resolved operational and administration problems identified problem areas and made recommendations to boost operational performance and efficiency. CUSTOMER SUCCESS TECH SPECIALIST | APPLE INC. | NOV. 2015 – JUN. 2016 · Enhanced customer satisfaction levels by providing a welcoming learning community, boosting customer's confidence with world-class software teaching, and providing insightful advice and friendly, hands-on technical support. · Identified leading customer complaints, researching and identifying trends, then utilized data to make recommendations for improvements to management. · Designated as a departmental resource, responsible for providing service and support to executive leadership and subordinate agents in all aspects of standard operating procedures and best practice guidelines. Page 2