Summary
Overview
Work History
Education
Skills
Skills
Timeline
Nicoye Bergeron

Nicoye Bergeron

Slidell,La.

Summary

Accountant /Truck driver for 15 years/Certified Freight Broker/Remote Customer Service Representative /Uber Driver/Real Estate Investor

Overview

15
15
years of professional experience

Work History

Remote distribution processor

Prudential Financial
07.2021 - Current
  • Annuities, Pensions, and Structured Settlements responsible for managing the administrative tasks involved in setting up and maintaining agreements, including reviewing legal documents, and calculating payment schedules.
  • Providing exceptional customer service to my clients via phone, email, and chat.
  • Processing and distribution of monthly, and yearly disbursements.

Remote customer service representative /B2B Sales Executive

Vavoline
07.2021 - Current
  • Delivering world-class service to customers with issues and inquiries via phone.
  • Thriving in a fast-paced, service-driven environment.
  • Maintaining customer relationships.
  • Using proprietary software programs to track calls.
  • Utilizing research skills to troubleshoot customer issues.
  • Providing proactive communication to internal and external customers through email, social media, and online reviews.
  • 150+ calls per day, with a 100% to 98% call QA score.
  • I am currently being trained to use our new chatbot, powered by A.I.

Remote Customer Service Specialist/Quality Assurance/Sales

Sleep Number
New Orleans, Louisiana
03.2019 - 07.2021
  • I have been promoted to a Quality Assurance Lead. Due to the excellent customer service I provided to my Sleep Number customers.
  • I serve as an expert for Sleep Number owners and their innovative products by answering technology-related product questions, diagnosing and resolving specific product concerns.
  • Focuses on creating enhanced experiences by listening to concerns, effectively capturing information and problem solving to provide complete resolution for customers using validated solutions.
  • Handle escalated and complex customer calls with the key objective of providing end to end resolution.
  • Identify issues, de-escalate, and resolve with empowerment to re-engage the customer with the brand, following up with customers when needed.
  • I am a Case Manager to customers with repeated or sophisticated needs, provide proactive follow up to ensure expectations have been met or to reset expectations.
  • Document specific and accurate customer information, product codes and resolution notes into any system of record and designated software.
  • Consistently keep accurate records of all completed service activity in a CRM system, Zendesk and Salesforce.
  • I provide support to the rest of the relationship center and answer contacts from all queues- phone, email and chat.

Dispatcher / #1 Customer Service Representative

IV Waste
New Orleans, Louisiana
01.2011 - 01.2019
  • Answer inbound and place outbound calls to residents regarding sanitation questions, concerns, services, schedule appointments.
  • Scheduled missed pickups and missed recycling in Tower and the 311 system with the City of New Orleans.
  • Dispatched garbage in New Orleans and St. Bernard Parish.
  • Utilizing 3rd Eye, which is a camera system inside and around the garbage truck.
  • Tracking the garbage truck, the hoppers on the back of the truck, and ordering videos for accidents and missed pick ups.
  • Entered the drivers hours, hoppers for the day, weight tickets, and fuel into an Excel spreadsheet.
  • Providing a daily report to the owner, general manager, office manager, the CFO, payroll and the accounting department.
  • Close out Dispatch checking in drivers, and dispatching until the last truck is in the yard.

Education

Certification - Freight Broker/Agent

Delgado Community College, New Orleans, Louisiana
10.2021

Masters Degree - Computer Technology / Accounting

University of New Orleans, New Orleans, Louisiana
01.1995

High School Diploma -

Academy of the Holy Angels
01.1983

Skills

  • Process vendor bills/payments
  • Invoice customers
  • Receive customer payments
  • Collection on aged A/R
  • Prepare deposits
  • Maintain a petty cash drawer
  • Reconcile bank statements
  • Reconcile credit card statements
  • Fraud management
  • Risk management
  • Credit analysis
  • Extending credit to customers
  • Prepare sales tax
  • Process payroll
  • Human resources administration
  • Benefits administration
  • Utilization of QuickBooks
  • Knowledge of W-9 reporting
  • Knowledge of 1099 reporting
  • Database software
  • Spreadsheet software
  • Word-processing software
  • Prepare complex statistical reports
  • Prepare written summary reports
  • Excellent computer skills
  • MS Word
  • Excel
  • MS Access
  • CRM systems
  • Process orders
  • Set up travel arrangements
  • Superior organizational skills
  • Maintain organized files
  • Maintain organized work area
  • Comprehensive library management
  • Strong detail orientation
  • Multi-tasking
  • Communication skills
  • Phone skills
  • Experienced dispatcher
  • Problem solving
  • Project management
  • Independent work
  • Team player
  • Excellent customer service
  • Written communication skills
  • Oral communication skills
  • Positive attitude
  • High energy level
  • Customer retention
  • Up selling
  • Salesforce

Skills

Process vendor bills/payments, Invoice customers, Receive customer payments, Collection on aged A/R, Prepare deposits, Maintain a petty cash drawer, Reconcile bank and credit card statements, Fraud and risk management, Credit Analyst - extending credit to customers, Prepare sales tax, Process payroll, Human resources / benefits administration for up to 500 employees, Utilization of QuickBooks, Knowledge of W-9 and 1099 reporting, Expert in database, spreadsheet, and word-processing software, Excellent computer skills including MS Word, Excel, MS Access, and CRM systems, Process orders from start to completion, Set up travel arrangements, Superior organizational skills, Maintains a comprehensive library of reference and historical data, Strong detail, organizational, multi-tasking, communication/phone skills, Experienced dispatcher, Ability to problem solve, manage assigned projects, Excellent customer service and communication skills, Retention of customers and Up Selling additional products

Timeline

Remote distribution processor - Prudential Financial
07.2021 - Current
Remote customer service representative /B2B Sales Executive - Vavoline
07.2021 - Current
Remote Customer Service Specialist/Quality Assurance/Sales - Sleep Number
03.2019 - 07.2021
Dispatcher / #1 Customer Service Representative - IV Waste
01.2011 - 01.2019
Delgado Community College - Certification, Freight Broker/Agent
University of New Orleans - Masters Degree, Computer Technology / Accounting
Academy of the Holy Angels - High School Diploma,