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
Westlake, TX
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
Westlake, TX
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
Plano, TX
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
San Francisco, CA
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
Oakland, CA
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, CASkills
- 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