Stephen Hockemeyer
San Jose,CA
Overview
13
13
years of professional experience
1
1
Certification
Work History
W.A.S.C. Coordinator/Teacher
Apollo High School
09.2020 - 11.2022
- Coordinated communication for goal obtainment between administration and credentialed staff while organizing the documentation of KPI's
- Built and implemented curriculum maps that contained proper supports to enable students of all abilities. .
- Identified the direct needs of my homeroom students and created individualized plans to help them regain missing credits and reach beyond graduation.
Manager of Customer Service
Greenmeadow Association
10.2018 - 01.2020
- Demonstrated success in meeting or exceeding general support KPI targets and goals, ensuring the 370 accounts enrolled the following year.
- Answered an average of 50 emails and 30 phone calls per day, addressing customer inquiries, solving problems and providing product information while running day to day operations.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Easily isolated issues and provided technical or navigational guidance to customers to achieve resolutions.
Manager of Customer Service
Flying Fish Swim School
05.2017 - 10.2018
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Created customer service guidelines that resulted in the company improving its Yelp rating by a full star and increased enrollment by 15 percent over the course of the year.
- Answered an average of 40 calls, and 40 emails per day, addressing customer inquiries, solving problems and providing product information while managing day to day operations.
Customer Service Representative
A.V.A.C.
01.2010 - 04.2017
- Provided customer service to 5,000 clients on a weekly basis.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Education
M.A. in Secondary Education/Teaching Credential -
Grand Canyon University
Phoenix, AZ2020
B.A. History -
San Jose State College
San Jose, CA2017
Skills
- Type 60 words per minute
- Microsoft Excel
- Building Customer Trust and Loyalty
- Data Entry and Maintenance
- Customer Account Management
- Issue and Complaint Resolution
- CRM Software
- Interpersonal Communication
- Multitasking Abilities
- Learning Modalities
Certification
- CBEST
- IBM's Introduction to Data Science: 2022
Timeline
W.A.S.C. Coordinator/Teacher
Apollo High School
09.2020 - 11.2022
Manager of Customer Service
Greenmeadow Association
10.2018 - 01.2020
Manager of Customer Service
Flying Fish Swim School
05.2017 - 10.2018
Customer Service Representative
A.V.A.C.
01.2010 - 04.2017
M.A. in Secondary Education/Teaching Credential -
Grand Canyon University
B.A. History -
San Jose State College
Similar Profiles
Emily QuillEmily Quill
Diving Coach at Apollo High SchoolDiving Coach at Apollo High School
Karelly Hernandez GaitanKarelly Hernandez Gaitan
Culinary Arts Student at Apollo High SchoolCulinary Arts Student at Apollo High School
Matthew HessMatthew Hess
Fbla Club President at Apollo High SchoolFbla Club President at Apollo High School
Brandon Zaragoza-UribeBrandon Zaragoza-Uribe
Journeyman Sheet Metal Worker at Paragon Mechanical Inc.Journeyman Sheet Metal Worker at Paragon Mechanical Inc.
Sophia BouviaSophia Bouvia
Associate at In-N-Out BurgerAssociate at In-N-Out Burger