Marshall Hopkins
San Antonio
Summary
Professional with strong experience in customer support, prepared for this role. Skilled in conflict resolution, communication, and technical troubleshooting. Focused on team collaboration and achieving results, adapting to changing needs seamlessly. Reliable and approachable, with a knack for building rapport and resolving client issues efficiently.
Overview
4
4
years of professional experience
Work History
Customer Support Associate
Alorica
San Antonio
10.2025 - Current
- Assisted customers with inquiries and resolved issues through various communication channels.
- Provided product information and guidance to enhance customer satisfaction and loyalty.
- Collaborated with team members to improve response times and streamline support processes.
- Escalated complex issues to senior staff for prompt resolution when necessary.
- Participated in training sessions to enhance product knowledge and support skills.
- Adapted quickly to new systems and procedures while maintaining service quality standards.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Responded to customer requests for products, services, and company information.
- Prevented potential escalations by successfully handling challenging situations with empathy, patience, and diplomacy.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Residential and Commercial Cleaner Lead
Immaculate Soul Sisters
San Antonio
03.2022 - 04.2025
- Supervised daily cleaning operations to ensure adherence to safety and quality standards.
- Trained new staff on effective cleaning techniques and proper use of equipment.
- Implemented efficient cleaning schedules, optimizing workflow and resource allocation.
- Conducted regular inspections to maintain cleanliness and identify areas for improvement.
- Developed protocols for handling hazardous materials in compliance with safety regulations.
- Improved client satisfaction by maintaining rigorous cleaning standards and promptly addressing client inquiries.
- Washed windows, walls and ceiling fixtures to remove molds and dusts.
- Promoted team collaboration and improved morale with open communication, problem-solving skills, and mentoring junior staff members.
- Managed client interactions to ensure fulfillment of needs and enhancement of overall experience.
Education
Associate of Arts - Psychology
San Antonio College
San Antonio, TX05-2027
High School Diploma -
Judson High School
San Antonio, TX05-2024
Skills
- Desktop support
- Laptop servicing
- Online chat support
- Teamwork
- Customer service
- Teamwork and collaboration
- Problem-solving
- Time management
- Problem-solving abilities
- Attention to detail
- Multitasking
- Reliability
- Active listening
- Adaptability and flexibility
- Decision-making
- Friendly and patient
- Self motivation
Timeline
Customer Support Associate
Alorica
10.2025 - Current
Residential and Commercial Cleaner Lead
Immaculate Soul Sisters
03.2022 - 04.2025
Associate of Arts - Psychology
San Antonio College
High School Diploma -
Judson High School