Pier is an accomplished Customer Experience Development professional with expertise in designing and implementing end-to-end solutions spanning brand development, service definition, recruitment, training, performance management and quality programs.
With over 20 years of local and global experience across award winning airlines, customer care, call centres, local government, hospitality and the education sector, Pier has effectively managed frontline teams, set up training units and a product and service development department that has delivered business results in a dynamic environment.
Pier is particularly successful in improving customer advocacy (Net Promoter Score), customer satisfaction and problem resolution through customer service and training initiatives. She has a reputation for building strong stakeholder relations as well as engaging teams from diverse cultures and backgrounds to achieve individual and business goals.
Pier has been the lead Project Manager and Trainer for two large tertiary institution projects focussed on consultative, needs based customer service framework development and deployment for CSBA in the last 6 months. She has unrivalled experience in training in the tertiary Student Services environment.