ESPERANZA HOPPS
Riverview,USA
Summary
Dynamic professional with extensive experience in customer service and administrative support, notably at USAA Federal Savings Bank. Proven ability to enhance customer satisfaction through effective communication and problem-solving. Skilled in calendar management and compliance adherence, consistently delivering exceptional results while fostering strong client relationships. Adaptable and committed to continuous improvement.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
USAA Federal Savings Bank
Tampa, FL
10.2023 - 07.2025
- Resolved customer complaints promptly to enhance satisfaction levels.
- Identified areas for improvement in customer service processes and suggested actionable changes.
- Provided accurate information about products and services to address customer inquiries.
- Maintained professionalism when interacting with difficult customers to foster positive relationships.
- Collaborated with other departments to develop solutions that meet complex customer needs.
- Delivered exceptional customer service through effective communication via phone, email, and chat.
- Proactively addressed customer inquiries to ensure timely responses and support.
ADMINISTRATIVE ASSISTANT
Hopps Transport LLC
Tampa, Florida
03.2020 - 09.2023
- Screened incoming telephone calls and routed them to appropriate personnel.
- Maintained organized files, ensuring confidentiality of sensitive information.
- Researched company databases and online resources to resolve inquiries.
- Prepared agendas and materials for meetings and conferences efficiently.
- Managed calendars and schedules to coordinate appointments for management team.
- Provided cross-coverage support for administrative staff as needed.
- Created and revised documents and presentations using Microsoft Office Suite.
- Adapted to new office technologies as they were developed and implemented.
PHARMACY TECHNICIAN SPECIALIST
Moffitt Cancer Center
Tampa, Florida
08.2017 - 12.2022
- Maintained patient confidentiality when handling records and sensitive data.
- Verified dosages and measured medications for prescriptions.
- Complied with state regulations to maintain safe, clean pharmacy.
- Followed standard operating procedures for maintaining accurate and readily retrievable accountability records.
- Trained other pharmacy technicians, abiding by state regulations for training and licensure.
- Monitored inventory levels and maintained shelves, stocking with adequate supplies.
- Stocked and replenished shelves to remove out-of-date items from inventory.
- Resolved customer service issues in a timely manner.
- Reported prescription errors to pharmacist on duty.
CLIENT SERVICE SPECIALIST
Embracing Me
Wesley Chapel, Florida
06.2016 - 07.2017
- Responded to complaints and resolved issues while providing high-quality customer service.
- Advised clients on the best products and services to meet their needs.
- Updated customer records in the company database.
- Performed case management to provide outstanding client services and meet company's mission.
- Assisted prospective clients with enrollment process for products or services.
- Scheduled client meetings or responded to calls to address questions.
- Navigated multiple computer applications while interacting with client.
- Managed relationships with referral sources, resulting in steady referral stream.
- Investigated incident reports, asking detailed questions to identify root causes of issues.
Education
Bachelor of Science - Mental Health
University of South Florida
Tampa, FLAssociate of Arts - Liberal Arts
Hillsborough Community College
Tampa, FL05-2012
High School Diploma -
Jefferson High School
Tampa, FL05-2005
Skills
- Calendar management
- Document preparation
- Customer relationship management
- Information retrieval
- Data entry
- Administrative support
- Customer service
- Compliance adherence
- Team collaboration
- Problem solving
- Effective communication
Timeline
Customer Service Representative
USAA Federal Savings Bank
10.2023 - 07.2025
ADMINISTRATIVE ASSISTANT
Hopps Transport LLC
03.2020 - 09.2023
PHARMACY TECHNICIAN SPECIALIST
Moffitt Cancer Center
08.2017 - 12.2022
CLIENT SERVICE SPECIALIST
Embracing Me
06.2016 - 07.2017
Bachelor of Science - Mental Health
University of South Florida
Associate of Arts - Liberal Arts
Hillsborough Community College
High School Diploma -
Jefferson High School
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