Shane Hopkins
Minneapolis,MN
Summary
Adept at managing high-stress situations and fostering customer loyalty, I excelled at Colder Products Company by enhancing customer satisfaction through empathetic service and effective problem resolution. Leveraging critical thinking and comprehensive product knowledge, I significantly contributed to team development and client relations, ensuring a positive service experience.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Colder Products Company
02.2020 - 09.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Working closely with distributors with sales to meet the needs of the customers needs
- Meeting with reps advising solutions within the company
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained up-to-date knowledge of product and service changes.
- CRM: Managing customer data
- Supporting sales management
- Delivering actionable insights
- Integrating with social media
- Facilitating team communication
- Improving customer experience, satisfaction, retention, and service.
Channel Support
Comcast
05.2016 - 10.2019
- Managed effective communication channels between internal teams and partners, ensuring timely updates on product developments and promotions.
- Monitored industry trends and market developments, proactively adapting channel strategies to capitalize on new opportunities as they arose.
- Leveraged CRM tools to gain insights into partner activity trends, using this data to inform future strategy and drive continuous improvements.
- Conducted regular performance reviews for Channel Partners, identifying areas for improvement and providing support to ensure continued success.
- Delivered comprehensive training programs for Channel Partners, equipping them with the necessary product knowledge and sales skills to drive results.
- Devised solutions and grew relationships by leveraging industry trends and using in-depth company, product and service expertise.
Education
High School Diploma -
Mounds View
Arden Hills, MN06-2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Client relations
- Customer satisfaction measurement
- Call management
- Product knowledge
- Microsoft PowerPoint
- Data collection
- Call center operations
- Professional telephone demeanor
- Microsoft outlook
- Order processing
- Documentation
- Team development
- Product sales
Timeline
Customer Service Representative
Colder Products Company
02.2020 - 09.2024
Channel Support
Comcast
05.2016 - 10.2019
High School Diploma -
Mounds View
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