Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
CustomerServiceRepresentative

Victoria Baniukiewicz

Charlton,MA

Summary

Dedicated Customer Service professional with history of meeting company goals, utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Listening and problem-solving skills. confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations. Motivational skills and an ability to supervise and lead a team of customer service assistants.

Overview

18
18
years of professional experience

Work History

Customer Delivery Supervisor

National Grid
Northborough, MA
12.2019 - Current
  • Guaranteed customer satisfaction by acting as key contact for issue resolution & customer advocacy.
  • Handle and resolve customer complaints
  • Drive performance by implementing/analyzing key metrics and dashboards.
  • Improved service delivery, customer outcomes, and cross-organization business performance by identifying root problem causes and long-term fixes & initiating improvement in high-impact areas.
  • Expedited customer escalations and follow ups for prompt resolutions and customer satisfaction.
  • Analyzed statistics and other data to determine the level of customer service performance achieved by the team and provided them the resources needed to reach their goals.

Customer Service Representative

National Grid
Northborough, MA
11.2015 - Current
  • Taking of customer phone calls to assist them in resolving billing issues.
  • Processing customer payments via telephone or assisting them through the website.
  • Working for emergency storm duties to ensure customer’s needs are met during a lengthy power outage.
  • Scheduling field orders in alignment with customer expectations
  • Handle collections related concerns and assist customers with the various options available to maintain and/or reinstate their service


Shift Leader

Papa Gino's
Worcester, MA
05.2015 - 08.2017
  • Balancing of daily sales at close of business
  • Depositing of daily sales to safe and or bank
  • Handling of escalated customer complaints regarding sale or discrepancy of order
  • Floor management for shifts including monitoring of all team members on duty.
  • Control inventory of supplies and place necessary orders

Team Member

Taco Bell
Auburn, MA
11.2014 - 10.2016
  • The taking of customer orders, including taking payment and making change
  • Preparation of customer orders, including cooking of food
  • Maintain clean work area and dining room
  • Reaching company sales and up-sell goals

Team Member

Papa Gino's
Worcester, MA
10.2010 - 05.2015
  • The taking of customer orders, including taking payment and making change
  • Preparation of customer orders, including cooking of food
  • Maintain clean work area and dining room
  • Reaching company sales and up-sell goals

Education

GED -

Burncoat Senior High School
Worcester, MA
06.2010

Skills

  • Maintaining your organization’s vision and goals
  • Inspiring employee morale, which decreases employee turnover
  • Communicating new strategic directives while ensuring compliance
  • Motivating employees to perform better and be more productive
  • Time Management
  • Digital Organization / Physical Organization
  • Delegation
  • Goal Setting and meeting goals

Accomplishments

· Completed leadership program “Living Leader”, 11-week program of 90 minute sessions each week.

· Improved time management by taking courses online for Outlook


Timeline

Customer Delivery Supervisor

National Grid
12.2019 - Current

Customer Service Representative

National Grid
11.2015 - Current

Shift Leader

Papa Gino's
05.2015 - 08.2017

Team Member

Taco Bell
11.2014 - 10.2016

Team Member

Papa Gino's
10.2010 - 05.2015

GED -

Burncoat Senior High School

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Victoria Baniukiewicz