USED PIERCE

With over four years of experience in multichannel customer service, I am a dedicated Customer Support & Resolution Specialist based in København, Denmark. My journey in customer support has equipped me with a strong foundation in CRM management and process improvement, allowing me to handle escalated cases effectively while driving customer satisfaction. I pride myself on my metrics-driven approach, which emphasizes efficiency and proactive problem-solving.

Currently, I serve as a Customer Success Specialist at Wolt, where I leverage CRM platforms like Zendesk to manage diverse customer inquiries. My role involves delivering Tier 1 and Tier 2 support, ensuring adherence to KPIs and SLA standards, and streamlining the customer experience through optimized self-service resources. Previously, at Veo Technologies, I managed high-volume customer inquiries and served as the escalation point for critical issues, resulting in a significant boost in response time and service capabilities.

My background also includes experience as a Medical Authorization Specialist at Cedars-Sinai Medical Center, where I executed insurance verifications and approvals while ensuring compliance with HIPAA regulations. I hold a Bachelor’s degree in Business Administration with a focus on Finance from KNUST Business School, where I developed strong analytical skills that I apply to enhance customer experiences and drive business success.