Austin Pierce Email & Phone Number

Arlington, Va, Us

Arlington, Virginia, United States

Developed and delivered 10+ change management materials for a highly visible three-month engagement that led to multiple, additional follow-on projects for the organization accounting for $2M+ in revenueProvided leadership and assisted change management workstreams across five large projects, facilitating delivery of communication, training, and organizational alignment materialsManaged a scrum team of 10+ employees, contributing subject matter expertise across the program, and ensuring high-quality deliverables

Arlington, Virginia, United States

Delivered weekly presentations to leadership clients, effectively communicating updates on multiple workstreams, project timelines, and action items, resulting in improved stakeholder engagement and faster decision-making from client teamsDeveloped and delivered 26 training sessions on ServiceNow best practices for a software development project, enhancing the skills of over 2,000 members of the client agency, resulting in a 50%+ productivity improvement versus the old method for several teamsManaged and delivered comprehensive ServiceNow system change documentation every seven weeks to over 8,000 government employees and contractors, leading to 40%+ decrease in system inbox inquiries throughout the project lifecycleProactively managed and updated a Knowledge Base of 50+ self-service guides containing step-by-step instructions of job responsibilities, resulting in improved user system knowledge, and reducing support tickets by over 40%Developed and implemented two original training videos using Camtasia, streamlining the onboarding process for 300+ new employees and reducing training time significantly, resulting in high commendation from senior leadership at the agencySpearheaded release activities for the Change Management, Communications, and Training workstream, successfully implementing 12 system updates that improved operational efficiency by 20%, overcoming technical challenges

Led change management activities for a Salesforce system modernization, collaborating with cross-functional teams to define timeline, scope, and resources; resulted in clear roadmap that increased client satisfaction and reduced scope and schedule deviations by 20%Developed and implemented a strategic training plan for six distinct application types over an 18-month project, utilizing agile methodologies, analogous estimating, and parametric estimating, resulting in successful releases and a 30%+ increase in online applicationsLed a team to design and execute a marketing campaign using finalized Adobe designs, resulting in engaging content that reached 30,000+ followers and increased system usage substantially Developed a strategic planning document for the next phase of a Salesforce implantation, accounting for capacity and load metrics per sprint, which reduced scope deviations by 60% and enabled team members to focus on key strategic initiativesInitiated and completed a comprehensive technical specification document, simplifying complex terminology for wider client audience understanding, resulting in multiple successful system integrations, increase ease of use for client stakeholdersServed as primary technical liaison for a high-stakes project, delivering weekly updates to key client stakeholders and resolving system functionality queries, resulting in 10% fewer defectsFacilitated Agile ceremonies such as sprint kickoffs, sprint demonstrations, and sprint retrospectives, for a team of 10+ developers, testers, and business analysts working on a SaaS implementation and subsequent integrations, leading to a 20% increase in productivity and reducing further schedule deviations

Arlington, Virginia

Spearheaded the successful delivery of a comprehensive pre-screening tool and four application types using Agile methodology, for over 1,000 unique applicants, resulting in automated outcome generation based on complex business logic that improved customer satisfaction and reduced unnecessary applications by 15%Developed training materials for 10+ courses, totaling over 1,000 slides, culminating in six, 32-hour training sessions to train the first employees of a new contact center initiativeSupported industry research and data analysis on new market entry and identified sources of growth, which led to a market research presentation that was delivered to AFS Board of Directors by Civilian Portfolio leadership

Charlottesville, Virginia Area

Worked in an extremely fast-paced, multi-customer environmentProvided extraordinary customer service and diagnosed customers with running-related injuriesSold over 250 pairs of shoes each year which accounts for over $27,000 in annual revenue

Farmingville, New York

Reorganized office filing/marketing system to retrieve vital customer data, leading to a retention increase of 20% for Summer 2017Arranged weekly meetings with customers to discuss annuities, disability, and long-term care insurance policiesProficiently communicated with Spanish-speaking clients to help them choose an optimal policyFulfilled client advisory and sales roles while completing licensing for all aspects of insurance (Auto, Homeowners, Life, Health, and Bank)

Bachelor Of Arts - Ba, Public Policy And Leadership

Bachelor Of Arts - Ba, Economics