Summary
Overview
Work History
Education
Skills
Leadership Experience
Highlights Skills
Customer Service - Description
Legally Authorized To Work
<Enter your own>
Timeline
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Jacquelin Hopson

Richmond,VA

Summary

Dedicated, service-focused professional with a strong background in customer service and team leadership. Seeking a long-term career opportunity to make a significant impact within your organization. Reliable worker with a quick ability to learn new concepts and eager to acquire additional skills for mutual benefit. Solid work history as both a leader and team player, passionate about assisting others with a positive attitude and a can-do approach.

Overview

19
19
years of professional experience

Work History

Customer Relations Supervisor

Team Fishel
10.2019 - Current
  • Lead all preconstruction walk throughs with construction team & Dominion Energy project manager & oversights.
  • Point of contact for all Dominion Energy customer's that are in the Strategic underground program for the transition from overhead to underground electrical power lines.
  • Communicate to customers when to expect power outages and answer all calls for property landscaping issues as well as any customer concerns during the project.

Customer Relations Supervisor

Team Fishel
10.2019 - Current
  • Lead all preconstruction walk throughs with construction team & Dominion Energy project manager & oversights.
  • Point of contact for all Dominion Energy customer's that are in the Strategic underground program for the transition from overhead to underground electrical power lines.
  • Communicate to customers when to expect power outages and answer all calls for property landscaping issues as well as any customer concerns during the project.

Trainer /Public Transit Coordinator/ Volunteer Driver Coordinator/Dispatch Supervisor/Quality Assurance Supervisor

Southeastrans Inc.
11.2015 - 10.2019
  • Responsible for all mileages reports
  • Works with the marketing department to develop and implement social media and marketing campaigns to recruit new volunteer drivers.
  • Follow up on potential volunteer driver's applications and ensure appropriate credentialing.
  • Provide orientation training to new volunteer drivers and coordinators.
  • Ensure that volunteer activities are tracked in various databases/spreadsheets.
  • Work with volunteers to ensure all time slots are filled and turned in.
  • Provide excellent customer service to ensure a positive experience.
  • Strengthens community connections between Anthem and DMAS and other community organizations that may have potential non-emergency appointments driver's needs.
  • Answering and placing multiple telephone calls
  • Answering and placing multiple faxes
  • Assist with coordination of public transportation.
  • Administering the volunteer driver/gas reimbursement payments
  • Work closely with transportation providers and health care facilities to resolve problems.
  • Assists with providing support to office staff in pursuit of excellent customer service.

Trainer /Public Transit Coordinator/ Volunteer Driver Coordinator/Dispatch Supervisor/Quality Assurance Supervisor

Southeastrans Inc.
11.2015 - 10.2019
  • Responsible for all mileages reports
  • Works with the marketing department to develop and implement social media and marketing campaigns to recruit new volunteer drivers.
  • Follow up on potential volunteer driver's applications and ensure appropriate credentialing.
  • Provide orientation training to new volunteer drivers and coordinators.
  • Ensure that volunteer activities are tracked in various databases/spreadsheets.
  • Work with volunteers to ensure all time slots are filled and turned in.
  • Provide excellent customer service to ensure a positive experience.
  • Strengthens community connections between Anthem and DMAS and other community organizations that may have potential non-emergency appointments driver's needs.
  • Answering and placing multiple telephone calls
  • Answering and placing multiple faxes
  • Assist with coordination of public transportation.
  • Administering the volunteer driver/gas reimbursement payments
  • Work closely with transportation providers and health care facilities to resolve problems.
  • Assists with providing support to office staff in pursuit of excellent customer service.

In-bound Call Center Specialist/ Trainer

LaserShip Call Center
01.2015 - 11.2015
  • Responsible for all customer inquiries and questions
  • Always provide excellent customer service.
  • Follow up to customer inquiries by taking specific action in a timely manner.
  • Troubleshoot equipment and system problems.
  • Problem solves to help customers resolve issues on first call.
  • Enters data from customers into various software programs.
  • Appropriately communicate with upset customers to resolve their inquiries.
  • Thrives as a team player in a fast-paced, high-energy, change-oriented environment.
  • Eager to participate in additional training courses.
  • Completed multiple related and non-related assignments assigned by supervisor.
  • Exercise retention efforts when appropriate.
  • Assisting the customer with all requested information.
  • Room for growth with advancement opportunities

In-bound Call Center Specialist/ Trainer

LaserShip Call Center
01.2015 - 11.2015
  • Responsible for all customer inquiries and questions
  • Always provide excellent customer service.
  • Follow up to customer inquiries by taking specific action in a timely manner.
  • Troubleshoot equipment and system problems.
  • Problem solves to help customers resolve issues on first call.
  • Enters data from customers into various software programs.
  • Appropriately communicate with upset customers to resolve their inquiries.
  • Thrives as a team player in a fast-paced, high-energy, change-oriented environment.
  • Eager to participate in additional training courses.
  • Completed multiple related and non-related assignments assigned by supervisor.
  • Exercise retention efforts when appropriate.
  • Assisting the customer with all requested information.
  • Room for growth with advancement opportunities

Online Banking Specialist

Wells Fargo Call Center
08.2014 - 05.2015
  • Responsible for addressing and resolving complex customer issues.
  • Knowledge and understanding of banking products and services.
  • Excellent verbal, written, and interpersonal communication skills.
  • Utilize Microsoft Office compotes.
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information in a timely manner.
  • Ability to work effectively in a team environment as well as a lone.
  • Outstanding problem-solving skills.
  • Strong analytical skills with high attention to detail and accuracy.
  • Composing formal business correspondence.
  • Exposure to the Wells Fargo Virtual Channels (WFVC) Contact Center policies, processes, and procedures.
  • Ability to understand the financial services within the company.
  • Meeting all customer service and or customer satisfaction goal.
  • Responsible for assisting customers with temporary passwords/usernames to have the ability to re log into their online accounts.
  • Provided the best services/products to fit our customer's financial needs.
  • Up sell customers on special products and offers that they were qualified for.
  • Agency /Contract Ended

Online Banking Specialist

Wells Fargo Call Center
08.2014 - 05.2015
  • Responsible for addressing and resolving complex customer issues.
  • Knowledge and understanding of banking products and services.
  • Excellent verbal, written, and interpersonal communication skills.
  • Utilize Microsoft Office compotes.
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information in a timely manner.
  • Ability to work effectively in a team environment as well as a lone.
  • Outstanding problem-solving skills.
  • Strong analytical skills with high attention to detail and accuracy.
  • Composing formal business correspondence.
  • Exposure to the Wells Fargo Virtual Channels (WFVC) Contact Center policies, processes, and procedures.
  • Ability to understand the financial services within the company.
  • Meeting all customer service and or customer satisfaction goal.
  • Responsible for assisting customers with temporary passwords/usernames to have the ability to re log into their online accounts.
  • Provided the best services/products to fit our customer's financial needs.
  • Up sell customers on special products and offers that they were qualified for.
  • Agency /Contract Ended

Shift Manager/ Crew Trainer

McDonalds Restaurant
02.2007 - 08.2014
  • Providing leadership to crew members/ managers to ensure great quality, service and cleanliness to customers.
  • Monitoring safety, security, and profitability, of store location to provide accurate.
  • Responsible for assessments/reports to the general manager.
  • Conducting team meetings with all departments to discuss targets for monthly goals.
  • Facilitating trainings to crew members and management to provide in depth info on identified topics such as Food Safety, Internal Communication, Inventory, Daily Maintenance and Cleanliness.
  • Managing Crew, Quality Food Production, Exception Customer Service, Safety and Security.
  • Creating weekly schedules for crew members/managers.
  • Compared inventory to purchase orders to ensure accurate quantity received.
  • Compiled and maintained records of inventory.
  • Performing physical counting of products and verified it with the information stored in the computer to place up incoming orders.
  • Reconciles cash (bank deposit, safe fund, daily financial transactions) to follow proper bank deposit procedures.
  • Better Opportunity

Shift Manager/ Crew Trainer

McDonalds Restaurant
02.2007 - 08.2014
  • Providing leadership to crew members/ managers to ensure great quality, service and cleanliness to customers.
  • Monitoring safety, security, and profitability, of store location to provide accurate.
  • Responsible for assessments/reports to the general manager.
  • Conducting team meetings with all departments to discuss targets for monthly goals.
  • Facilitating trainings to crew members and management to provide in depth info on identified topics such as Food Safety, Internal Communication, Inventory, Daily Maintenance and Cleanliness.
  • Managing Crew, Quality Food Production, Exception Customer Service, Safety and Security.
  • Creating weekly schedules for crew members/managers.
  • Compared inventory to purchase orders to ensure accurate quantity received.
  • Compiled and maintained records of inventory.
  • Performing physical counting of products and verified it with the information stored in the computer to place up incoming orders.
  • Reconciles cash (bank deposit, safe fund, daily financial transactions) to follow proper bank deposit procedures.
  • Better Opportunity

Education

Computer Network Systems - undefined

ITT TECHNICAL INSTITUTION
Virginia
10.2005

Bachelors of Science - Criminal Justice

FAYETTEVILLE STATE UNIVERSITY
North Carolina
06.2003

High School Diploma - undefined

SOUTHEAST HALIFAX HIGH SCHOOL
North Carolina
06.2000

Skills

  • Accurate
  • Efficient Multitasking
  • Organizational
  • Excellent Telephone Etiquette
  • Customer Service
  • Reliable
  • Flexible
  • Patient Care focused
  • Detail Oriented
  • Self-Starter
  • Team Player
  • Accountability
  • Ownership
  • Empathetic
  • Superior Work Ethic
  • Trustworthy
  • Analytical
  • Problem Solving
  • Confidence
  • Compliant
  • Positive Attitude
  • Respectful
  • Communication
  • Leadership
  • Technical Proficiency
  • Microsoft Office Suite
  • Word
  • Excel
  • PowerPoint
  • Publisher
  • Navigating multiple software systems
  • Databases

Leadership Experience

Proven track record of supervising teams to achieve operational excellence and customer satisfaction.

Highlights Skills

  • Accurate, Efficient Multitasking and Organizational
  • Excellent Telephone Etiquette / Customer Service
  • Reliable and Flexible
  • Patient Care focused
  • Detail Oriented/ Organized
  • Self-Starter/Team Player
  • Accountability/ Ownership
  • Empathetic
  • Superior Work Ethic
  • Trustworthy
  • Analytical and Problem Solving
  • Confidence/ Compliant
  • Positive Attitude/ Can do Attitude
  • Respectful
  • Communication

Customer Service - Description

Exceptional telephone etiquette, adept at handling customer inquiries and concerns with a positive attitude.

Legally Authorized To Work

True

<Enter your own>

  • Visa Status: Legally Authorized to work in the United States
  • Work Permit: Legally Authorized to work in the United States

Timeline

Customer Relations Supervisor

Team Fishel
10.2019 - Current

Customer Relations Supervisor

Team Fishel
10.2019 - Current

Trainer /Public Transit Coordinator/ Volunteer Driver Coordinator/Dispatch Supervisor/Quality Assurance Supervisor

Southeastrans Inc.
11.2015 - 10.2019

Trainer /Public Transit Coordinator/ Volunteer Driver Coordinator/Dispatch Supervisor/Quality Assurance Supervisor

Southeastrans Inc.
11.2015 - 10.2019

In-bound Call Center Specialist/ Trainer

LaserShip Call Center
01.2015 - 11.2015

In-bound Call Center Specialist/ Trainer

LaserShip Call Center
01.2015 - 11.2015

Online Banking Specialist

Wells Fargo Call Center
08.2014 - 05.2015

Online Banking Specialist

Wells Fargo Call Center
08.2014 - 05.2015

Shift Manager/ Crew Trainer

McDonalds Restaurant
02.2007 - 08.2014

Shift Manager/ Crew Trainer

McDonalds Restaurant
02.2007 - 08.2014

Computer Network Systems - undefined

ITT TECHNICAL INSTITUTION

Bachelors of Science - Criminal Justice

FAYETTEVILLE STATE UNIVERSITY

High School Diploma - undefined

SOUTHEAST HALIFAX HIGH SCHOOL

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