Summary
Overview
Work History
Education
Skills
Timeline
GeneralManager

Justin Hopkins

Rocky Mount,NC

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Polite and professional Call Center Rep who is successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.

Overview

6
6
years of professional experience

Work History

General Manager

Dunkin' Donuts
08.2022 - Current
  • Managed budget implementations, employee reviews, training, schedules and contract negotiations.
  • Developed and maintained relationships with customers and suppliers.
  • Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
  • Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
  • Reduced corporate risk by managing shrink processes and controlling inventory levels.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
  • Implemented operational strategies and effectively built customer and employee loyalty.

Call Center Representative

Southern National Roofing
02.2022 - 06.2022
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Educated customers on company systems, form completion and access to services.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Handled over 40 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.

General Manager

Domino's Pizza
08.2016 - 02.2022
  • Managed budget implementations, employee reviews, training, schedules and contract negotiations.
  • Developed and maintained relationships with customers and suppliers.
  • Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
  • Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
  • Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
  • Assessed reports to evaluate performance, develop targeted improvements and implement changes.
  • Reduced corporate risk by managing shrink processes and controlling inventory levels.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
  • Implemented operational strategies and effectively built customer and employee loyalty.

Education

High School Diploma -

Nash Central High School
Rocky Mount, NC
06.2019

Skills

  • Originality and Creativity
  • Financial Statement Review
  • Sales Tracking
  • Policy Development and Enforcement
  • Records Organization and Management
  • Hiring and Onboarding
  • Performance Monitoring and Evaluation
  • Management Training
  • Business Leadership
  • Supervision and Training
  • Customer Account Management
  • Upbeat and Positive Personality
  • Calm and Professional Under Pressure
  • Responding to Difficult Customers
  • Scripted Calls

Timeline

General Manager

Dunkin' Donuts
08.2022 - Current

Call Center Representative

Southern National Roofing
02.2022 - 06.2022

General Manager

Domino's Pizza
08.2016 - 02.2022

High School Diploma -

Nash Central High School

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Justin Hopkins