Victoria Baudry
Mandeville,LA
Summary
Customer Service professional bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Ambitious Management Trainee with a customer-focused approach. Talented leader, communicator and conflict manager with good multitasking and organizational skills.
Overview
9
9
years of professional experience
Work History
Customer Support Representative
National Finance Center
07.2022 - Current
- Used Servicenow to keep accurate records pertaining to customer emails, tickets serviced, CLER discrepancies and notes by creating, assigning, and closing tickets.
- Updated the Tribal Insurance Processing system by creating and updating tribal profiles.
- Monitored outlook email and supported customer questions and issues by creating and faxing Employee Health Benefits Election Form (SF2809) and Notice of Change in Health Benefits Enrollment (SF2810) forms to the carriers and providing detailed instructions on how to handle various things in the Tribal Insurance Processing System.
- Connected with customers to address questions and resolve issues through phone and email.
- Checked over customer's bills to make sure each enrollee is billed correctly. Processed billing adjustments as needed.
- Updated and reconciled CLER discrepancies.
- Answered calls and emails pertaining to the TIPS billing system.
- Updated weekly financial reports.
- Worked as a team to complete all daily and monthly tasks and offering extra help when needed.
- Interpret rules, regulations, policies, and procedures on Federal Employees Health Benefits enrollments, carrier’s inquiries, and database systems.
- Pre-screen various applications and submissions by customers and agencies for accuracy and completeness of supporting documentation.
- Receive, research, and respond daily to all written inquiries from external and internal customers.
- Ensure computer databases delivered efficiently, effectively, and integrity while maintaining a focus on customer service.
- Created detailed Standard Operating Procedure sheets or How to Notes for future additions to the team
Lead Teacher/Assistant Manager
Little Footprints Daycare
11.2014 - Current
- Guided student teachers and teaching aides in classroom management, leading by example and thoroughly answering questions.
- Communicated frequently with parents and faculty to provide feedback and discussed lesson plans to meet each student’s needs.
- Effectively supervised staff of by implementing company policies, protocols, and work rules.
- Initiated payroll deposits and checks for employees.
- Executed billing tasks and recorded information in company databases.
- Strategized and developed content for client's website and social media publications.
- Monitored online presence of company's brand to engage with users.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
Sales Representative
Allstate
02.2022 - 06.2022
- Approached potential clients by using direct marketing mailings and cold calling phone contacts.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Remained impartial in order to advise clients based on circumstances.
- Processed payments and applied to customer balances.
- Monitored cancellation lists and sent emails, calls, and text reminders to maintain retention.
- Listened attentively to client feedback and worked with product development team to introduce new services.
- Maintained up to date notes on client's accounts.
- Quoted and calculated premium rates for policies, using rate book, Replacement Cost Estimator and calculator.
- Managed customer accounts to secure customer satisfaction and repeat business.
Customer Service Representative
Allstate
12.2021 - 02.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Approached potential clients by using direct marketing mailings and cold calling phone contacts.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Remained impartial in order to advise clients based on circumstances.
- Processed payments and applied to customer balances.
- Monitored cancellation lists and sent emails, calls, and text reminders to maintain retention.
- Listened attentively to client feedback and worked with product development team to introduce new services.
- Maintained up to date notes on client's accounts.
- Quoted and calculated premium rates for policies, using rate book, Replacement Cost Estimator and calculator.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Followed-up with online price quotes via Outlook and phone to answer questions and close sales.
Marketing Assistant
Cedar Grove Insurance
06.2021 - 09.2021
- Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
- Developed fact sheets and tables on Microsoft Word and Excel to analyze and summarize survey data.
- Collaborated with leadership team to identify relevant questions and determine best methods of collection.
- Prepared materials for reports and presentations.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Worked with the Prudential network
Client Service Representative
Sunpro Solar
11.2019 - 05.2021
- Entered customer interaction details in Salesforce to track requests, document problems and record solutions offered.
- Followed-through on all critical escalations to increase customer satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Trained and mentored new personnel hired to fulfill various roles.
- Determined maintenance requirements and assigned repairs to qualified employees.
- Resolved cases and provided exceptional service.
- Evaluated account and service histories in efforts to assist the customer better.
- Answered phone with a friendly greeting, evaluated customer information to explore issues, develop potential solutions and introduced clients to available online resources.
Education
High School Diploma -
Mandeville High School
Mandeville, La05.2014
Skills
- Account management
- Marketing
- Customer Service
- Team Leadership
- Employee Training
- Computer skills
- Phone etiquette expert
- Office administration
Timeline
Customer Support Representative
National Finance Center
07.2022 - Current
Sales Representative
Allstate
02.2022 - 06.2022
Customer Service Representative
Allstate
12.2021 - 02.2022
Marketing Assistant
Cedar Grove Insurance
06.2021 - 09.2021
Client Service Representative
Sunpro Solar
11.2019 - 05.2021
Lead Teacher/Assistant Manager
Little Footprints Daycare
11.2014 - Current
High School Diploma -
Mandeville High School
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