Professional Resume

name

Laurie Pierce

location

Gilbert, AZ, USA

Email

laurie@lpiddycollection.com

www.linkedin.com/in/lpiddy

Interests

Graphic Design, Podcasting, Streaming, Gaming, Pageantry, Volunteering

skills

Advanced Computer Skills
Advertising
Call Center Management
Canva
Coaching
Customer Service
Event Planning & Management
Google Admin Console
Google Data Studio
Google Workspaces
Help Desk Management
Higher Education
HTML & WYSIWYG
Inventory Management
IT Support
K-12 Education
Mandatory Reporter
Microsoft Office
Namely
Onboarding & Offboarding
On Screen Talent
People Manager
Process Improvement
Public Speaking
Recruiting & Hiring
SaaS Environment
Social Media
Team Building
Telephony Management
Test Proctoring
Training
Troubleshooting
Video Editing

years in customer service

19

years in it support

5

years in people management

9

years in education industry

12 CliftonStrengths Top 5

Restorative
Responsibility
Relator
Consistency
Includer

Highly accomplished and dedicated professional possessing an unique blend of technical expertise, educational proficiency, and exceptional interpersonal skills, committed to delivering unparalleled results and fostering positive client relationships. Effectively resolved complex customer related issues, and successfully troubleshooted various hardware and software-related concerns. Supportive coach to help employees and contestants reach their peak performance through guidance, empathy, and encouragement while creating an environment where growth and success thrive. Known for my exceptional communication, adaptability, and leadership, I excel in cross-functional environments, bridging the gap between technical and non-technical stakeholders, and inspiring colleagues to work cohesively towards common goals.

LinkedIn Profile

Bachelor of Science in Mass Communications

August 2005 - July 2009

Colorado State University - Pueblo

Associated Students’ Government Housing Senator
Resident Assistant for Residence Life
Resident Assistant for Upward Bound
On Air Talent for campus radio station, Rev89
College Cheerleading Captain
2007 Recipient of Most Valuable Performer for Cheerleading
Director of Athletics Honor Roll - Spring 2009
2009 Service to the Department Award for the Mass Communications Department

Learning Network | Mesa, AZ/Remote

February 2022 - July 2023

Student Success Manager

Completed Quality Assurance on recorded Zoom meetings, phone calls, and written communication.
Coached and counseled a staff of 9 mentors including frequent documented one on ones to address skill gaps, recognize improvement, set clear expectations, and drive performance.
Personally led the implementation and maintenance of a new, robust student engagement program called Check and Connect designed specifically to increase student academic achievement which resulted in 30% of mentored students passing all of their classes.
Updated reports daily to monitor progress in weekly key performance indicators including outreach goals.
Recruited candidates for mentors roles including phone screening, scheduling the interview, and facilitating the interview.
Created dashboards in Google Data Studio for mentors to track their students’ data points such as number of outreaches, two way conversations, number of assignments behind, and academic progress week over week per class.
Communicated with parents, guardians, and learning coaches for escalated issues.
Created initial training schedule and material for new mentors and program specialist.
Maintained student caseload for team of qualified additions, referral, and withdrawn students.
Facilitated team meetings twice a week to deliver updates, team collaboration, training, and team building activities.
State test proctor for the ACT & AASA test.

Learning Network | Mesa, AZ/Remote

July 2020 - February 2022

Student Advisor Manager

Completed Quality Assurance on recorded calls for a team of advisors.
Remotely led the team of advisors who handled walking students and parents through the learning management system.
Curated data and evidence for performance plans to help improve performance.
Hosted daily team meetings to review important updates.
Coached and counseled a staff of 9 advisors including frequent documented one on ones to address skill gaps, recognize improvement, set clear expectations, and drive performance.
Delivered advisor performance weekly to direct manager and leadership team.
Monitored DialPad to check advisor status, service level, talk time, wait time, hold time, and more.
Handled escalated calls from students and families including those that are of a technical nature.
Acted as one of the call center admins to support setting up new users and maintain call center settings

American Ambassador Pageant System | Remote/Colorado

May 2018 - Present

National Director

Created processes to solidify steps needed to present an in person and online pageant.
Updated and maintained pageant website.
Introduced online pageantry as an option for contestants unable to travel.
Redesigned pageant requirements documents for a more up to date feel.
Used Google Forms and Jotform to collect important contestant information and scores from the judges.
Acted as emcee for the in person pageant.
Created graphics for pageant customer facing documents and for social media.
Facilitated free workshops via Zoom for contestants and the general public.
Promoted the pageant through social media on TikTok, Twitter, Facebook, Instagram, and Pinterest.
Acted as customer service to answer and questions about the pageant.
Recorded, edited, and published the finale video announcing the winners of the pageant.

Learning Network | Lakewood,CO

October 2014 - July 2020

Technology Manager

Managed FreshDesk for our ticket management system to support a SaaS environment.
Provided technical support to students, families, and staff through tickets, emails, and phone calls.
Hosted virtual open houses for students and families through Zoom.
Acted as a spokesperson for the company during 2 television interviews.
Created training videos and documentation walkthroughs for staff and families.
Troubleshooted, repaired, and replaced staff equipment, as needed.
Managed staff hardware through JAMF.
Provided Chromebook management for over 1000 Chromebooks that were used for state testing and for multiple learning centers.
Supported technical needs for online students and learning center students for state testing in Arizona and Colorado.
Worked with TestNav and Pearson to set up proctor caching and setting up testing sessions.
Performed administrative duties within Google Admin Console to support Google related devices, company wide Chrome Settings, and user account management.
Reviewed staff and student accounts and activity using Google Vault when necessary.
Assisted in creating policies and procedures for the company.
Managed inventory using Barcloud and Snipe IT

Kids' Nite Out Across America | Lakewood, CO

February 2014 - May 2018

Center Manager

Managed two different centers across Colorado while supervising a staff of 4–8 people nightly.
Completed and distributed payroll to staff every shift.
Purchased food and beverages weekly to restock items for the concessions room.
Patrolled the premises to ensure kids are following center rules and safety measures.
Acted as a liaison for parents, law enforcement, and rec center staff.

Bright Futures Pageant | Remote

July 2012 - Present

Owner & Director

Nominated for 3 different awards for Pageant Planet’s 2022 Best in Pageantry.
Created and maintained pageant website.
Used email marketing to deliver updates to contestants.
Created processes and documentation for contestants and judges to set proper expectations.
Used Google Forms and Jotform to collect important contestant information and scores from the judges.
Promoted the pageant through social media on TikTok, Twitter, Facebook, Instagram, and Pinterest.
Developed the competitions, themes, related topics, and expectations for contestant participation.
Handled finances and bookkeeping.
Acted as customer service to answer and questions about the pageant.
Collaborated with vendors for purchasing and shipping of prizes.
Recorded, edited, and published the finale video announcing the winners of the pageant.

Fortis Online Institute | Greenwood Village, CO

June 2011 - October 2014

Admissions Representative & Online Advisor

Received lead calls and tracked lead inquiries in CampusVue.
Managed enrollment activity and paperwork, and properly completing student files for registrar review.
Spoke to prospective students about their educational goals, career needs, and enrolling into the Online Division of Fortis.
Walked students through the online classroom to help set expectations of schooling and guided them through any technical issues that arose when accessing their classes for the first time
Provided exceptional service via phone, text messaging and email to assigned student caseload to ensure high student satisfaction and retention.
Established and maintained departmental relationships with the Program Associate Dean, instructors, Director of Hybrid, and Hybrid Coordinators across the Education Affiliates system.
Handled all incoming communications from students in an expedient and professional manner.
Troubleshooted student support issues promptly and coordinated solutions.
Maintained excellent working knowledge of the assignments and academic requirements of online classes delivered within hybrid programs.
Advised students of home institution school policies related to hybrid programs and the online, such as passing grades and, and refer students to the home institution for general school policies.
Effectively documented all student interactions in CampusVue according to established policies and procedures.
Managed student information system data with integrity and security.
Maintained confidentiality regarding student affairs and administrative responsibilities.
Other duties as assigned by the Director of Student Services.

Regus Executive Suites | Denver, CO

March 2010 - January 2011

Customer Service Representative

Handled incoming phone calls for various clients.
Managed bookings for meeting rooms and common areas for client needs.
Maintained cleanliness of kitchen common area for all guests and clients.
Filled in at other Regus locations when the team was short-staffed.
Handled mail and package delivery for clients.
Completed administration work, set up key cards, and all other duties as assigned for clients.

Pueblo Toyota | Pueblo,CO

November 2008 - January 2010

Parts and Service Cashier & Business Development Representative

Helped continue development of the new Rewards program and assisted in outreach to qualified customers.
Scheduled and confirmed service appointments for customers.
Assisted in editing the dealership website including certifying and deleting used vehicles from website inventory.
Received payments from customers for parts orders and completed service received at dealership.
Learned and managed accounts receivable books.