Andrea Pierce

CompTIA CySA+ certified IT and security professional with 10+ years of experience in operations, systems navigation, and team leadership. Skilled in network troubleshooting, hardware support, data privacy enforcement, and incident resolution across high-volume environments. Brings a unique combination of hands-on technical training and proven ability to communicate clearly, enforce policy, and perform under pressure.

Call Center Representative at National Grid (2025-05 – Present)

• Resolved inbound technical and service inquiries daily, achieving first-contact resolution by accurately diagnosing issues through active listening.
• Navigated internal databases, CRM software, and ticketing systems simultaneously to log detailed, accurate case notes while maintaining Average Handle Time below team target.
• Managed high-volume, sensitive customer accounts with composure, de-escalating complex billing and service issues to restore trust.
• Earned consistently high scores on weekly quality assurance evaluations by adhering to company policies, data privacy regulations, and communication protocols.

Territory Supervisor at Hallmark Cards (2014-04 – Present)

• Maintained high operational uptime by identifying, documenting, and remediating hardware malfunctions and physical security asset failures.
• Conducted comprehensive inspections of critical components to mitigate safety risks and technical defects, achieving zero major safety incidents over 10 years.
• Supervised a team of 10, enforcing strict SOPs to ensure compliance with organizational security standards and eliminate human error.
• Analyzed territory performance data to develop and deploy data-driven strategic initiatives, driving measurable revenue growth.

Customer Service Representative at LiveOps Inc. (2022-01 – 2024-01)

• Protected sensitive Personally Identifiable Information (PII) within a CRM by enforcing strict data privacy standards and encryption protocols.
• Identified and remediated service vulnerabilities by developing customer feedback audits, resulting in the implementation of hardened service standards.
• Exceeded high-volume SLA targets by resolving critical service inquiries under pressure while maintaining communication continuity.

Cybersecurity Training Program in Cybersecurity – Per Scholas (2026-03)

High School Diploma – Progress High School (2008)