Mike Pierce

Customer Care Advocate @U.S. Department of Veterans Affairs

Fredericksburg, VA, US

Deliver exceptional support by taking inbound calls and assisting veterans with Department of Veterans Affairs (VA) services and procedures. Provide best-fit solutions by asking clarifying questions to accurately identify customer needs and avoid misunderstanding. Ensure precise, timely recordkeeping by leveraging Salesforce and customer relationship management (CRM) applications to document all cases and customer interactions. Consistently maintain caller confidentiality and privacy. Establish and sustain effective communication and working relationships with diverse stakeholders, including VA employees, external agencies, and the public. Recognized by numerous veteran callers for providing excellent call center experiences.