Jessica Hopkins
McKinney,TX
Summary
Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention.
Overview
9
9
years of professional experience
Work History
Business Owner
Pristine & Gleam Solutions
12.2023 - Current
- Consulted with customers to assess needs and propose optimal solutions.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Interacted well with customers to build connections and nurture relationships.
- Interacted directly with customers and team members to maintain high level of customer service, boosting customer service ratings 46%.
Banking Specialist
Teleperformance Usa
04.2023 - 11.2023
- Boosted customer retention to 95% as Banking Specialist at Charles Schwab, delivering investment account guidance to strengthen customer relationships.
- Investigated and resolved account issues by offering applicable options to customers.
- Helped customers prepare documents required to complete transactions and process requests.
Learning and Development Trainer
Teleperformance Usa
06.2019 - 03.2023
- Implemented new training program resulting in 20% decrease in customer complaints for Teleperformance USA.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 15%.
Healthcare Customer Support
Teleperformance Usa
10.2018 - 05.2019
- Supported health insurance members through effective communication skills while multitasking, resulting in increased customer satisfaction by 97%.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Met customer call guidelines for service levels, handle time and productivity which increased KPIs by 80%.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines
Customer Service Agent
Sitel
10.2016 - 09.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved accounting, service and delivery concerns.
Technical Support Agent
Sitel
10.2016 - 09.2018
- Assisted with customer inquiries for AT&T cable, achieving a 90% satisfaction rate for the department.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved 30+ inbound calls for technical support inquiries per day.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Receptionist
Algix Llc
05.2015 - 09.2016
- Ensured flawless operations for users by expertly providing daily support services, identifying problems & delivering timely solutions, resulting in enhanced productivity.
- Corresponded with clients through email, telephone, or postal mail.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Tracked important information in Microsoft Office spreadsheets and ran reports or generated graphs using data.
Education
Criminal Justice -
Mississippi State University
Mississippi12.2014
High School Diploma -
Meridian High School
Mississippi05.2012
Skills
- Active listening
- Administration
- Analyzing and Escalations
- Attention to Detail
- Coaching Process
- Communication
- Compliance
- Computer Literacy
- Consumer Privacy
- Critical Thinking
- CRM
- Customer Support
- Data entry
- Documentation
- Innovative
- Interpersonal Skills
- Management Skills
- Marketing
- Medicare Insurance
- Microsoft Office
- Motivated
- Multitask
- Onboarding
- Operational Efficiency
- Organized
- Performance Improvement
- Proactive
- Problem Analysis
- Professionalism
- Quality Control
- Recruiting
- Reliability
- Reporting & Analysis
- Retention Management
- Salesforce
- Skilled Multi-tasker
- Target KPIS
- Time Management
- Training and Development
Timeline
Business Owner
Pristine & Gleam Solutions
12.2023 - Current
Banking Specialist
Teleperformance Usa
04.2023 - 11.2023
Learning and Development Trainer
Teleperformance Usa
06.2019 - 03.2023
Healthcare Customer Support
Teleperformance Usa
10.2018 - 05.2019
Customer Service Agent
Sitel
10.2016 - 09.2018
Technical Support Agent
Sitel
10.2016 - 09.2018
Receptionist
Algix Llc
05.2015 - 09.2016
Criminal Justice -
Mississippi State University
High School Diploma -
Meridian High School
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