Bryan Hopkins
Pocatello,ID
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
20
20
years of professional experience
Work History
Tier 1 Customer Service Advocate
Concentrix
04.2014 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Completed opening and closing functions to meet operational needs.
Business to Business Supervisor
Bernett Research Services
05.2003 - 03.2014
- Oversaw front office activities, handling daily escalations and evaluating client requests.
- Monitored significant margin changes throughout monthly cycles, investigating causes and recording for supervisory review.
- Supported audit requests, regulatory inquiries and process enhancements, periodically reviewing team capacity and performance to inform future decision making.
- Performed risk analysis of supervisory activities, identifying areas for improvement and determining solutions through process modifications.
Education
Mass Communications
Idaho State University
Pocatello, IDHigh School Diploma -
Blackfoot HIgh School
Blackfoot, ID06.1996
Skills
- Project Management Abilities
- Problem-Solving Ability
- Complaint Resolution
- Managing Multiple Tasks
- Technical Troubleshooting
- Member Support
- Customer Relations
- Customer Service
- Active Listening
- Quality Control
Timeline
Tier 1 Customer Service Advocate
Concentrix
04.2014 - Current
Business to Business Supervisor
Bernett Research Services
05.2003 - 03.2014
Mass Communications
Idaho State University
High School Diploma -
Blackfoot HIgh School
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