Michelle Hopp

• Developed and maintained information systems to support operational functions within human services.
• Collaborated with cross-functional teams to enhance system functionalities and user experience.
• Analyzed system performance data to identify areas for improvement and implement solutions.
• Onsite and phone troubleshooting of computers and network equipment.
• Resolve server to desktop connectivity issues.
• Configure and install client sofware.
• Track software licensing.
• Maintain inventory of computers and printers at multiple sites.

Informal 1 on 1 training as needed.

Analyze error codes to resolve software/hardware issues.

Frequent local travel between 7 DHS sites as well as group homes and out stations.

• Handled customer inquiries efficiently, resolving issues and ensuring high satisfaction levels.
• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.

• Managed vehicle inventory, ensuring accurate availability and condition for customer rentals.
• Processed rental agreements efficiently, verifying customer information and payment details.
• Assisted customers in selecting appropriate vehicles based on needs and preferences.
• Resolved customer inquiries and complaints promptly to enhance satisfaction and loyalty.