Summary
Overview
Work History
Education
Skills
Certification
Timeline
BusinessAnalyst

Victoria L. Pouncy

Dallas,TX

Summary

Goal-oriented leader with distinguished experience in insurance and transportation industry. Manager offering 3-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Assistant Client Service Manager

Goosehead Insurance Agency
09.2021 - Current
  • Managed a team of 13 CSRs delivering exceeds expectations in monthly KPIs over a 12 month period. .
  • Collaborated with upper management to innovate and implement consistent improvements to exceed department goals.
  • Increased client retention to 32% YTD by effectively handling client complaints and providing time conscious solutions and alternatives to create the best client experience.
  • Maintained a personal and team NPS of 92% or above over a 6 month timeframe.
  • Developed upcoming leaders within the organization through mentorship and engagement to create a positive, servant leader culture.

Client Service Representative

Goosehead Insurance Agency
08.2020 - 09.2021
  • Provided excellent customer care with a 94% NPS YTD by responding to requests, assisting with policies and handling client challenges.
  • Assisted 30+ clients on a daily basis while maintaining same day resolutions by focusing on overall client satisfaction.
  • Met customer call guidelines for service levels with a handle time of 3 minutes and hitting 100% productivity.
  • Trained and supervised newly hired customer service representatives on highly empathetic client service while upholding the best practices to meet organization goals.

Carrier Sales Representative

Velocity Transport And Logistics
05.2019 - 03.2020
  • Collaborated with sales team to effectively book 50+loads a month to consistently meet or exceed personal quotas.
  • Negotiated rates with carriers to increase client revenue and profit between 25%-65% by setting expectations for terms, pricing, and lane availability and consistency.
  • Developed a network of 80 carriers by identifying and pursuing new leads, attending industry events, and building rapport with clients.
  • Strategized to tackle customer satisfaction issues utilizing customer feedback to promote new freight, lanes, and other opportunities.

Account Executive

Enterprise Holdings
04.2016 - 05.2018
  • Top Sales Performer over a trailing 3 month period by strengthening customer relationships with proactive and collaborative approach to managing their business needs.
  • Collaborated with account executives to increase regional sales by 15% in 3-months time
  • Designed fleet programs and maintenance plans specific to the customers needs while maintaining vehicle inventories
  • Trained service techs on industry standards and trends to increase the team's organizational maintenance score.

Campus Recruiting Coordinator

SUM Bible College And Seminary
08.2015 - 04.2016
  • Scheduled and conducted 10-25 admission interviews each week.
  • Created and delivered marketing strategies to other campus recruiters to assist with growing admissions needs by spearheading outreach and recruitment activities
  • Conducted 25 recruiting events to grow admissions pipeline to prepare for future students/cohort needs.
  • Increased student enrollment by 50% for the Spring 2016 term

Education

Bachelor of Arts - Theology And Sociology

California Baptist University
Riverside, CA

Skills

  • Sales Cycle
  • Negotiation
  • CRM- Hubspot and Salesforce
  • Call Volume Analysis
  • Data Analysis
  • Email Marketing

Certification

  • Licensed Property and Casualty Insurance Agent- Texas Department of Insurance - 2023-2025

Timeline

Assistant Client Service Manager

Goosehead Insurance Agency
09.2021 - Current

Client Service Representative

Goosehead Insurance Agency
08.2020 - 09.2021

Carrier Sales Representative

Velocity Transport And Logistics
05.2019 - 03.2020

Account Executive

Enterprise Holdings
04.2016 - 05.2018

Campus Recruiting Coordinator

SUM Bible College And Seminary
08.2015 - 04.2016

Bachelor of Arts - Theology And Sociology

California Baptist University

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Victoria L. Pouncy