ALICIA HOPKINS
Firstsource Inc/Liberty Dental Insurance
Augusta,GA
11
years of professional experience
Well-rounded professional with valuable clerical, management, and customer service experience. Able to provide timely, complete, and accurate data, maintain operations by following policies and procedures, and support administrative functions in conjunction with the healthcare team. - Ultimate Medical Academy – HIPAA Essentials for Healthcare Professionals Certificate. - Able to make decisions based on facts and experience and implement a course of action. - Customer service skills necessary to communicate effectively with patients and healthcare providers. - Strong time management skills with the ability to establish priorities to meet timelines. - Work as part of a team and maintain a professional and positive work environment. - Certified in CPR and First Aid. - Microsoft Office Applications – Word, Excel, and PowerPoint | Type 35 WPM.
Professional in inbound sales with a strong track record of delivering results. Adept at understanding customer needs, providing solutions, and driving sales. Highly collaborative, reliable team player with a flexible approach to dynamic environments. Skilled in communication, problem-solving, and maintaining customer satisfaction.
Work History
Call Center Agent, Inbound Sales
1 Year- Managed inbound sales calls, effectively addressing customer inquiries and promoting dental insurance products.
- Utilized CRM systems to track customer interactions and ensure accurate record-keeping for follow-up actions.
- Implemented process improvements to streamline call handling, reducing average call duration while increasing customer satisfaction.
- Trained new agents on sales techniques and company policies to enhance team performance and service quality.
- Collaborated with cross-functional teams to resolve complex client issues, ensuring timely and effective solutions.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Maintained high-quality customer service by adhering to call center policies and procedures.
Childcare Provider / Administrative Front Desk
2 Years 6 Months- Answered inbound telephone calls, scheduled appointments, and performed bookkeeping duties at the front desk using Excel and Word.
- Set clear boundaries to ensure a fun and safe environment for all participants. to provide a fun, safe, and positive experience.
- Documented and maintained records of daily activities to ensure accurate tracking and reporting.
- Modeled appropriate conduct to promote safety and maintain cleanliness standards. in conduct and maintain safety and cleanliness of the establishment.
- Communicated with parents or guardians about daily activities, behaviors, and related issues to foster collaboration and support.
Line Cook
7 Months- Prepared high-quality food in fast-paced environment, adhering to established guidelines to ensure consistency and customer satisfaction.
- Communicated effectively with other cooks and restaurant staff.
- Upheld safety rules, followed opening and closing procedures, and kept work area clean and stocked.
- Managed inventory, restocked kitchen supplies, rotated food, and ensured accurate expiration labeling on perishable items to minimize waste and maintain freshness.
Manager / Key Holder / Customer Service
2 Years 10 Months- Opened and closed restaurant, supervised team, managed cash drawer, and handled inbound and outbound calls to ensure smooth operations.
- Prioritized daily responsibilities to ensure smooth operations. to meet timelines in fast-paced environment.
- Built strong employee relationships, motivated staff, and delegated tasks to enhance team collaboration in fast-paced environment.
- Maintained compliance with established guidelines for service and product excellence. for customer service and product quality.
- Prior work history includes 3+ years of experience as a Childcare Provider at Magic Learning Academy
Call Center Representative
3 Years 6 Months- Managed high-volume inbound calls, ensuring prompt and accurate resolution of customer inquiries.
- Utilized CRM systems to document interactions, enhancing data accuracy and retrieval efficiency.
- Collaborated with cross-functional teams to improve service delivery and customer satisfaction scores.
- Trained new team members on operational procedures and customer service best practices.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Education
Associate of Science Degree - Health Sciences – Medical Office and Billing Specialist
- Medical Office Support
Skills
Sales Management Software
Sales Terminology
Customer Interaction
Data Privacy Knowledge
Product Knowledge
Sales Process Management
Order Processing
Sales Performance Tracking
Customer Service Best Practices
Vendor Management
Technical Sales Knowledge
Invoice Management
Sales Environment
Administrative Support
Client Onboarding
CRM Data Management
Call center management
Customer communication
Payment management
Conflict Resolution
Typing Accuracy
Documentation management
Customer Issue Management
Inquiry response
Information collection
Gathering information
Professional phone etiquette
Typing speed 35 wpm
Sales Pitch Development
CRM system management
Timeline
Call Center Agent, Inbound Sales
Firstsource Inc/Liberty Dental Insurance
08.2025 - CurrentRead More
Line Cook
Ruth’s Family Restaurant
08.2023 - 03.2024Read More
Childcare Provider / Administrative Front Desk
Child Development Schools / Childcare Network #160
02.2023 - 08.2025Read More
Manager / Key Holder / Customer Service
Genghis Grill
09.2020 - 07.2023Read More
Call Center Representative
Sitel
05.2015 - 11.2018Read More
Delaware Valley Job Corps
from Medical Office Support
Read More
Ultimate Medical Academy
Associate of Science Degree from Health Sciences – Medical Office and Billing Specialist
Read More