Summary
Overview
Work History
Skills
Additional Information
Work Availability
Timeline
StoreManager
Dawn Hopkins

Dawn Hopkins

Abilene,TX

Summary

Knowledgeable and dedicated customer service professional with significant experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Foundever/Sitel Group
10.2022 - 06.2023
  • Handled customer inquiries and suggestions courteously and professionally. Promoted superior experience by addressing customer needs, and resolving problems swiftly.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Clarified customer issues quickly and determined root cause of problems to resolve product or service complaints. Escalated major issues to a supervisor.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Responded proactively and positively to rapid change.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Sought ways to improve processes and services provided.

In-Home Caregiver

Private Client
03.2018 - 02.2019
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Assisted patient with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Provided patient with assistance in completing daily tasks including simple exercise and therapy routines to reduce daily burden on family.
  • Kept close eye on behavior and emotional responses of client to address concerns and protect each person from harm.
  • Coordinated daily medicine schedules and administration to help address symptoms and enhance quality of life. Administered medication as directed by physician.
  • Supported families through difficult times by offering emotional support and education on important care tasks.
  • Assisted with end-of-life care.

Skills

  • Microsoft Word
  • Microsoft PowerPoint
  • Active Listening
  • Microsoft Excel
  • Quality Assurance Controls
  • Professional Telephone Demeanor
  • Process Optimization
  • Reading Comprehension
  • Multi-Line Phone Talent
  • Multi-Line Telephone Operation
  • Problem-Solving Ability
  • Typing Proficiency

Additional Information

Gap in employment includes receiving Disability since 2012 and I am pursuing to enter the work force again and thrive. I have an extensive background of paralegal/legal secretary and medical acquired before receiving SSDI. Should you need anything else, please feel free to reach out with questions or any additional information. Thank you for your time and consideration!

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Service Representative

Foundever/Sitel Group
10.2022 - 06.2023

In-Home Caregiver

Private Client
03.2018 - 02.2019

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Dawn Hopkins