Brittany Hopkins
Christiana,USA
Summary
Professional with strong background in customer service, adept at leading and supporting teams to achieve goals. Skilled in problem-solving, communication, and conflict resolution, with flexible approach to dynamic environments. Reliable and results-driven, fostering collaborative atmosphere to consistently meet and exceed expectations.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Lead Customer Service Representative
Dibiase Heating And Cooling
Coatesville, PA
01.2026 - Current
- Managed high-volume inbound and outbound calls for HVAC service, maintenance, and installation inquiries
- Scheduled service and maintenance appointments while coordinating technician dispatching to ensure efficient workflow and customer satisfaction
- Utilized Service Titan software for call management, customer accounts, scheduling, invoicing and reporting
- Classified and documented customer calls accurately to maintain organized service records and improve response time
- Generated daily, weekly, monthly and quarterly reports to be completed by customer service representatives
- Handled escalated customer concerns and worked to resolve issues quickly and professionally
Behavior Mentor
CCIU- CCDC
Coatesville, PA
04.2021 - 01.2026
- Responded to behavioral incidents and classroom calls, implementing effective de-escalation strategies to support student safety and regulation
- Collaborated closely with classroom teachers to implement and monitor individualized behavior goals
- Entered and maintained accurate behavioral data in Power School and completed required incident and restraint documentation
- Participated in weekly team meetings with teachers to review student progress, concerns, and intervention strategies
- Provided Safety-Care training to building staff to ensure consistent, safe behavior management practices
Registered Behavior Technician
CCRES
Downingtown, PA
02.2016 - 04.2021
- Provided behavioral and instructional support within a special education classroom setting under BCBA supervision
- Implemented behavior intervention plans (BIPs) and classroom behavior strategies for multiple students
- Supported classroom routines, transitions, and instructional activities to promote a structured learning environment
- Assisted students with communication, social skills, emotional regulation, and task engagement
- Managed and de-escalated challenging behaviors using evidence-based strategies while prioritizing student and staff safety
- Collected and documented behavioral data for individual students in compliance with IEP and program requirements
Server
Chilis Bar and Grill
Parkesburg, PA
07.2015 - 01.2020
- Delivered high-quality customer service in a fast-paced environment, ensuring positive guest experiences and repeat business
- Communicated clearly and professionally with diverse customers to address needs, resolve concerns, and answer questions
- Managed multiple priorities simultaneously while maintaining accuracy, efficiency, and attention to detail
- Handled customer complaints calmly and effectively, de-escalating situations and finding appropriate solutions
- Processed cash, credit, and POS transactions accurately while following company procedures
- Collaborated with team members to ensure timely service and smooth daily operations
Preschool Teacher
Toddlerville
Holland, MI
07.2011 - 03.2015
- Created a positive learning environment that fostered growth and development.
- Applied patience and understanding when dealing with challenging student behavior.
- Implemented lesson plans and daily classroom schedules in accordance with curriculum and programming.
HR student generalist
Michigan State University- Brody Complex
East Lansing, MI
10.2006 - 05.2009
- Interviewed and evaluated prospective student employees for cafeteria positions
- Processed and maintained student employment documentation, including W-2 and I-9 forms, in compliance with employment regulations
- Coordinated and facilitated student employee orientation sessions to review job expectations, policies, and procedures
Education
Bachelor of Arts (B.A.) - Psychology Candidate
Southern New Hampshire University
Bachelor of Arts (B.A.) - Psychology
Michigan State University
East Lansing, MI, USSkills
- Organizational skills
- Team collaboration
- Attention to detail
- Reliability
- Problem-solving abilities
- Time management
- Exceptional customer service
- Task prioritization
- Verbal and written communication
- Multitasking and organization
Certification
- Safety Care Trainer for core, school age and advanced
- CPR and first aid certified
Timeline
Lead Customer Service Representative
Dibiase Heating And Cooling
01.2026 - Current
Behavior Mentor
CCIU- CCDC
04.2021 - 01.2026
Registered Behavior Technician
CCRES
02.2016 - 04.2021
Server
Chilis Bar and Grill
07.2015 - 01.2020
Preschool Teacher
Toddlerville
07.2011 - 03.2015
HR student generalist
Michigan State University- Brody Complex
10.2006 - 05.2009
Bachelor of Arts (B.A.) - Psychology
Michigan State University
Bachelor of Arts (B.A.) - Psychology Candidate
Southern New Hampshire University