STEPHANIE HOFFPAUIR

Since joining Grade Potential Tutoring, I have had the opportunity to leverage over 15 years of experience in the customer service industry. This role has not only allowed me to apply my existing skills but has also deepened my understanding of the critical role education plays in the lives of families and their children.

I take pride in being part of a program that prioritizes individualized support, recognizing that every student learns differently and benefits from tailored approaches. Our focus on meeting students where they are—both academically and personally—is what sets our services apart.

Transitioning into the Client Relations department has contributed significantly to my professional growth. With a natural inclination toward problem-solving, I thrive on the challenge of helping families realize the full potential of their children's education through our services and dedicated tutors. No two students are alike, and it’s essential to remain attentive, adaptable, and proactive when working with parents to develop strategies that align with their goals.

Below, I’ve outlined some of the key responsibilities and highlights of my role.

• Served as an escalation point for complex client issues requiring senior management intervention; worked closely with various departments in order to reach a satisfactory resolution.
• Oversaw a diverse portfolio of clients, ensuring that each account received personalized attention and care tailored to their unique needs and expectations.
• Collaborated with cross-functional teams to develop customized solutions for unique client challenges.
• Increased customer retention rates by providing exceptional service and support for all client needs.
• Facilitated open lines of communication between clients and internal departments, effectively addressing any concerns or issues that arose.
• Maintained comprehensive knowledge of company products and services, allowing for efficient resolution of client issues.
• Collected and logged client feedback about service experience to identify areas for improvement.
• Enhanced client satisfaction by consistently addressing and resolving concerns in a timely manner.
• Delivered superior customer service to strengthen relationships and drive future business revenue.
• Collaborated with upper management to implement continuous improvements and exceed team goals.

• As a Customer Service Representative, my first project with Insight Global was for Axion Healthcare LLC working on the Optum Healthcare Project.
• I was responsible for following all HIPPA guidelines while assisting members of United Healthcare Community Plan Connected for OneCare schedule appointments with their primary care physicians.
• I initiated outbound calls to members, assisting members with various needs and questions, resolving customer inquiries, complaints and issues to the best of my capabilities, and aided them in contacting their primary care physicians to schedule their annual wellness exam, explaining the importance of such appointments to members if needed.
• On a daily basis I made on average 220 outbound calls to members, doubling the goal AXION set for my team of 100 calls per day, all while scheduling typically 15-20 appointments for members each day.
• I had to utilize my skills as an effective communicator to effectively aid members, by learning and using the resources provided to solve any problems within my scope, quickly and effectively.
• While delivering pleasant and helpful customer service to all members I spoke to, I had to communicate clearly and directly to ensure things ran smoothly, many times juggling the member, an interpreter, and the doctor's office staff on one call at once.
• In this role, I found it was essential to have empathy for many members, and showing them patience and understanding helped both them and myself in completing our goals of aiding them in scheduling their appointments to receive the medical assistance they deserve.
• It was also within my scope of work to de-escalate customer complaints to the best of my ability using specialized communication techniques, and route inquiries or escalate calls outside my area of expertise to the appropriate department or employee.

• As a Customer Service Representative I was responsible for the following but not limited to researching assistance requested and offering accurate information to resolve issues and respond to inquiries, answering inbound calls to greet and assisting customers with various needs and questions, resolving customer inquiries, complaints and issues providing insightful solutions, training new employees on sales and customer service techniques, completing sales payments, refunds and exchanges and issued store credit, and returning customer calls and responded to inquiries and complaints.
• I also have to build strong knowledge of product line to assist customers in selecting products, relaying new and relevant information to customers and followed up on promises, communicating with clients over phone, email and chat platforms, navigating multiple systems to identify source of issue, and addressing customer concerns and complaints and resolved issues promptly.
• On a daily basis I will open and close accounts, document detailed notes in CRM system to track customer interactions, place outbound calls to existing members, offering additional consultation on products and services, share insights with management regarding member inquiries, concerns and complaints, de-escalate customer complaints using specialized communication techniques, resolve product and service issues promptly, and route inquiries or escalate calls outside my area of expertise to appropriate department or employee.

• My role as a Sales Representative includes but is not limited to presenting and selling roofing services to potential customers who are in need of a new roof.
• I'm considered a storm damage expert because I can recognize previous storm damage and assist customers in working with their insurance companies to get them a roof replacement.
• I must generate leads, meet or exceed sales goals, negotiate all financing contracts with clients, obtain deposits and balance of payment from clients, prepare and submit sales contracts for orders, visit clients and potential clients to evaluate needs or promote services, maintain client records, and answer client questions about financing terms, prices, and anything else pertaining to their roofing necessities.

• My job as a Customer Service Advisor includes but is not limited to being primarily responsible for inbound and outbound customer telephone calls to schedule carpet cleaning and related services.
• I must fully present services and products and obtain accurate order information from customer.
• I must also be able to use e-mail to communicate with customers and perform various other office tasks.
• This position requires that I have strong interpersonal and communication skills and I feel as though I've been able to utilize those skills to the best of my ability to ensure our team functions correctly and maintains providing excellent customer service.

• Coached, trained, and developed employees in company policies and compliance requirements.
• Familiarized staff with safe operation of equipment and compliance with safety rules.
• Monitored employee performance regarding safety, reliability, delivery dates, and customer service.
• Processed the day-to-day documentation between departments, consistently maintaining effective communication and eliminating bottlenecks.
• Developed and monitored performance metrics focused on driving the results of business areas such as sales and labor.
• Resolved or escalated business problems to keep operations moving smoothly.
• Developed procedures and policies by devising strategies, consistently improving processes and supporting organizational goals.