Summary
Overview
Work History
Education
Skills
Timeline
Generic

Victoria Rousseau

Monroe

Summary

Dedicated professional seeking additional responsibilities within the organization, excited for the opportunity to grow and become more of an asset to the company. Highly organized and attentive to detail, with a passion to evolve as a leader and collaborator.

Overview

12
12
years of professional experience

Work History

ASSOCIATE CLIENT SUCCESS PROFESSIONAL, CTM

LPL Financial
10.2023 - Current
  • Learned and adapted quickly to new technology and software applications, including ASAT, Oracle, Documentum, and Dynamics.
  • Mastered several CTM processes within the scope of advisor office set-up, including onboarding and termination of user profiles, and trained others in these processes.
  • Took ownership of and completed Escalations in a timely and efficient manner.
  • Worked effectively in the fast-paced, high-volume CTM environment, both independently and collaboratively.
  • Combined efforts with team members to identify and implement process improvements, enhancing efficiency and productivity within the organization.
  • Functioned well in a team setting, providing support and guidance.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Participated in large-group onboarding, ensuring accuracy in user accounts and subscriptions.
  • Efficiently handled and resolved client requests with a focus on customer satisfaction and service excellence.
  • Completed over 2,500 cases in Q1 of 2025.

ACCOUNT MANAGER

CBIZ Insurance
07.2020 - 01.2023
  • Managed a large portfolio of accounts by providing support and guidance, keeping client information updated in company databases.
  • Answered and responded to a high volume of phone calls and emails in a timely manner.
  • Reviewed account activity reports to identify up-sell, cross-sell, and renewal opportunities to improve customer satisfaction and increase profits.
  • Addressed customer requests and provided satisfactory solutions. Resolved complex customer issues while maintaining positive relationships with clients.
  • Cultivated strong client relationships through proactive communication and problem-solving, and maintained relationships to ensure customer satisfaction and retention.
  • Organized meetings between clients and internal departments as needed.
  • Developed strong networks with industry providers, ensuring a full array of options for clients.
  • Maintained knowledge of industry products and made recommendations based on client needs and prices.
  • Kept thorough records of client interactions in addition to policy changes and requests in company data base.


CUSTOMER SERVICE REPRESENTATIVE

Prince-Wood Insurance, LLC
08.2017 - 07.2020
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts. Followed-up with customers to ensure satisfaction.
  • Developed strong customer relationships and loyalty through effective communication. Responded to telephone inquiries and complaints following standard operating procedures.
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
  • Adhered to company policies and procedures while providing superior service.
  • Utilized problem-solving techniques to identify solutions for complex customer inquiries.
  • Displayed strong organizational skills while managing multiple projects simultaneously.
  • Complied with corporate and regulatory policies regarding information confidentiality and privacy.
  • Logged details of customer service calls in computer system following correct protocols. Updated and maintained database with accurate customer information.
  • Developed positive relationships with customers through friendly interactions.
  • Handled customer complaints and inquiries in a courteous and efficient manner.
  • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
  • Provided exceptional customer service to ensure customer satisfaction.


ADMINISTRATIVE ASSISTANT

Insurance Management Associates
04.2013 - 08.2017
  • Created a welcoming and inviting environment for visiting clients.
  • Answered a high volume of incoming telephone calls, routing to appropriate personnel or completing requests.
  • Assisted the executive management team in making informed decisions by providing timely and accurate administrative support.
  • Proofread documents for grammar accuracy prior to submission.
  • Served as primary point of contact for facilitating operational and administrative inquiries.
  • Maintained calendars and schedules to set appointments for management team.
  • Processed incoming mail and distributed to relevant departments or individuals.
  • Assisted in the preparation of presentations using Microsoft Office Suite applications such as Word, Excel, PowerPoint.
  • Maintained office inventory by assisting with supply orders.
  • Developed and maintained filing systems for confidential documents and records.
  • Provided administrative support to management staff, including scheduling meetings and appointments, preparing agendas, taking minutes, and maintaining records.

Education

ASSOCIATE IN ARTS (A.A.) - LEGAL STUDIES

Franciscan University
Steubenville, OH

HIGH SCHOOL DIPLOMA - undefined

Pope John Paul the Great
Dumfries, VA

Skills

  • Multitasking Abilities
  • MS office
  • Problem-solving
  • Interpersonal communication
  • Organization
  • Customer service and assistance
  • Collaborative teamwork
  • Training and leadership

Timeline

ASSOCIATE CLIENT SUCCESS PROFESSIONAL, CTM

LPL Financial
10.2023 - Current

ACCOUNT MANAGER

CBIZ Insurance
07.2020 - 01.2023

CUSTOMER SERVICE REPRESENTATIVE

Prince-Wood Insurance, LLC
08.2017 - 07.2020

ADMINISTRATIVE ASSISTANT

Insurance Management Associates
04.2013 - 08.2017

HIGH SCHOOL DIPLOMA - undefined

Pope John Paul the Great

ASSOCIATE IN ARTS (A.A.) - LEGAL STUDIES

Franciscan University

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