Jaymi Hopp
Phoenix,AZ
Summary
I am an organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking an opportunity to expand my skills while facilitating company growth. I have recent experience with in person sales and customer service. I’ve been able to explore more of my creative abilities with my recent experience and have enjoyed having a personal connection with my customers. I spent 2020-2021 becoming a care taker for my parents.
Overview
27
27
years of professional experience
Work History
Flower Merchandiser
Falcon Farms
Scottsdale, AZ
12.2022 - Current
- Regularly monitored store shelves to ensure product availability, restocking and rotating products
- Helped customers with special orders for special occasions
- Created bouquets and vase arrangements
- Handled high customer volume
- Personalized orders to meet customers needs
- Maintained cleaning and inventory and set up
- Increased sales with special orders
Customer Service and Sales Representatives
American Express
Phoenix, AZ
06.2022 - 11.2022
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Handled high call volume
- Worked partially remotely
- Problem solved customer complaints
- Upgraded products and tried to find the product that best suited the customer
Fraud Prevention Specialist
Discover Card
Phoenix, AZ
11.2011 - 10.2019
- Participated in group discussions with team members to develop new ways to combat fraud
- Communicated with customers and company personnel, utilizing active listening and interpersonal skills
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity
- Prioritized and organized tasks to efficiently accomplish service goals
- Negotiated with responsible parties to arrange fraud recovery losses
- Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases
- Answered questions from customers that came in through the company's online chat features
- Handled high call volume
- De-escalated call
Retention Specialist
WMS
Phoenix, AZ
03.2006 - 09.2011
- Performed customer negotiations to reach fair conclusion for both business and customer
- Analyzed customer feedback and developed new techniques to ensure customer retention
- Received information regarding identified problems and devised responses to satisfy concerns
- Explained new products and services to customers.
- Helped customers build their websites
- Followed up with customers to meet their needs
- Helped with employee morale by organizing all celebrations
Retention Specialist
Bank of America
Phoenix, AZ
03.2002 - 01.2006
- Explained new products and services to customers
- Sold balance transfers and helped customers with interest rates
- Handled high call volume
- Met expectations with save rates and call time
- Earned awards and high commissions by exceeding goals with sales and surveys
Investigation Specialist
Bank of America
Phoenix, AZ
03.1999 - 02.2002
- Reported results of investigations with written observations and produced final reports
- Interviewed subjects, targets and witnesses for information verification and corroboration
- Maintained organized records of all information and material pertinent to open investigations
- Collected and convinced customers to sign affidavits
- Worked with police officers and branch employees to complete investigations
- Met departments goals and expectations with case management
Reservations Agent
Royal Palms Resort & Spa
Phoenix, AZ
03.1998 - 02.1999
- Coordinated with front desk staff to maintain maximum occupancy
- Verified guest information and payment options ensuring accuracy
- Relayed information on availability, pricing and discounts to customers
- Assisted customers via phone by providing confirmations, answering questions and offering general information
- Helped make customers stay memorable with adding special things to their room to enjoy whatever they may be celebrating
Housekeeping Supervisor
Royal Palms Resort & Spa
Phoenix, AZ
03.1997 - 02.1998
- Placed housekeeping staff on specific shifts and room blocks based on abilities and daily requirements
- Reviewed employee performance and devised improvement plan to achieve goals
- Supervised and supported housekeeping personnel to maximize quality of service and performance
- Inspected rooms and public areas and assisted turn down employees with rooms
Education
Physical Therapy Assistant - Health Aide
PJC Vocational
Phoenix, AZ06.1993
GED -
Coronado High School
Scottsdale, AZ05.1992
Skills
- Trained in Multiple systems including Microsoft
- Fraud Patterns
- Verbal and Written Communication
- Telephone and Email Etiquette
- Good Work Ethic
- Customer Service
- Training & Development
- Account Information Review
- Fraud and Anomaly Analysis
- Risk Level Determination
- In person sales and over the phone
- Creating customer relationships and trust with communication and following up and building rapport
- Create flower design’s
Timeline
Flower Merchandiser
Falcon Farms
12.2022 - Current
Customer Service and Sales Representatives
American Express
06.2022 - 11.2022
Fraud Prevention Specialist
Discover Card
11.2011 - 10.2019
Retention Specialist
WMS
03.2006 - 09.2011
Retention Specialist
Bank of America
03.2002 - 01.2006
Investigation Specialist
Bank of America
03.1999 - 02.2002
Reservations Agent
Royal Palms Resort & Spa
03.1998 - 02.1999
Housekeeping Supervisor
Royal Palms Resort & Spa
03.1997 - 02.1998
Physical Therapy Assistant - Health Aide
PJC Vocational
GED -
Coronado High School