Summary
Overview
Work History
Education
Skills
Timeline
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Marlene Hopkins

Ocala,FL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

19
19
years of professional experience

Work History

Healthcare Customer Service Representative/ Remote

Teleperformance USA
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Tracked customer service cases and updated service software with customer information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Chat Support Representative/ Remote

CGS Tampa
08.2021 - 06.2023
  • Monitored customer conversations and provided timely, knowledgeable assistance.
  • Responded to customer inquiries and provided accurate information about products and services via live chat.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
  • Assisted customers with order placement, product returns and order tracking.
  • Worked closely with each customer to carefully resolve issues within timely fashion.
  • Assisted department with email-based and phone support when call center was busy or short-staffed.

Assistant Store Manager in Training

Reggae Shack Cafe
06.2015 - 10.2017
  • Assisted in recruiting, hiring and training of team members.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained new employees on proper protocols and customer service standards.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Sterile Processing Technician

RGI Medical
03.2010 - 05.2014
  • Wrapped trays, instrument packs, and sets.
  • Maintained clean and organized sterile processing areas to prevent contamination of instruments and equipment.
  • Decontaminated surgical instruments to remove bacteria and other contaminants before sterilization.
  • Followed OSHA, FDA and AAMI guidelines related to sterilization in compliance with administrative regulations.
  • Inspected sterile package integrity prior to distribution.
  • Tested sterilization equipment by performing regular checks and maintenance to keep instruments in working order.
  • Handled and disposed of sharps, biohazards and other hazardous materials in accordance with established protocols.
  • Ordered and restocked supplies for decontamination and surgical areas.
  • Evaluated medical equipment and recommended upgrades when necessary.
  • Monitored inventory levels to keep all medical equipment properly stocked.
  • Assessed instruments, equipment, and containers to promote cleanliness and proper functioning.
  • Verified and maintained proper documents and records for sterilization.

Preschool Teacher

Cuddly Kids Academy
02.2007 - 08.2009
  • Developed weekly lesson plans and activities to engage children and promote learning.
  • Established positive communication with parents in daily conversation and formal conferences.
  • Maintained organized, fun and interactive classroom to help children feel safe.
  • Gave one-on-one attention to children while maintaining overall focus on entire group.
  • Educated students in foundational concepts such as shapes, numbers, and letters.
  • Sanitized toys and play equipment each day to maintain safety and cleanliness.
  • Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
  • Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
  • Applied play-based strategies to provide diverse approaches to learning.

HHA

Hand & Hand Group Home
01.2004 - 04.2006
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
  • Traveled to clients' homes to complete healthcare services and promote continuity of care.
  • Provided mobility assistance such as walking and regular exercising.
  • Assisted disabled clients to support independence and well-being.
  • Followed nutritional plans to prepare optimal meals.
  • Completed entries in log books, journals, and care plans to accurately document and report patient progress.

Education

Legal Assistant Diploma - Legal Assistant

Bryant Stratton College Online
Orlando, FL
08.2023

High School Diploma -

Eastside Highschool
Gainesville, FL
06.2000

Skills

  • Freight Operations
  • Google Docs
  • Livechat Messaging
  • Microsoft PowerPoint
  • Refund Processing
  • Facebook
  • Microsoft Word
  • Shipping and Receiving Understanding
  • Filing
  • Medical Terminology Knowledge
  • Microsoft Excel
  • Order Processing
  • Issue and Complaint Resolution
  • Understanding Customer Needs
  • Proofreading
  • Store Maintenance
  • Active Listening
  • POS Systems Expertise
  • Grammar
  • Retail Sales Customer Service
  • Team Development

Timeline

Chat Support Representative/ Remote

CGS Tampa
08.2021 - 06.2023

Assistant Store Manager in Training

Reggae Shack Cafe
06.2015 - 10.2017

Sterile Processing Technician

RGI Medical
03.2010 - 05.2014

Preschool Teacher

Cuddly Kids Academy
02.2007 - 08.2009

HHA

Hand & Hand Group Home
01.2004 - 04.2006

Healthcare Customer Service Representative/ Remote

Teleperformance USA

Legal Assistant Diploma - Legal Assistant

Bryant Stratton College Online

High School Diploma -

Eastside Highschool

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Marlene Hopkins