Teresa Hoppe
Markleville,IN
Summary
Reliable Area Manager successful at operating in high-volume, fast-paced environment. Skilled in leading teams to meet objectives on stringent timelines. Empowering leader with superior communication and collaboration abilities demonstrated over 3 years of management performance.
Overview
35
35
years of professional experience
1
1
Certification
Work History
CRC Area Manager - A06 Midwest
Republic Services, Inc.
11.2022 - Current
- Encourage and inspire Sales & Service Supervisors to exude Customer Zeal with valued external and internal customers, by putting customers at forefront
- Manage, motivate, and support Sales & Service Supervisors to exceed key performance indicator expectations through performance management
- Partner and collaborate with Area Field Leaders, CRC Leadership & CEFL to strategize business plans for overall health of area and address operational concerns
- Facilitate weekly sales strategy meeting with Area Sales Director to review sales activity and sales retention efforts, to ensure attainment of forecasted monthly, quarterly, and annual sales performance goals
- Facilitate monthly area meetings with area and CRC leadership to report on CRC sales and service activities and opportunities which directly impact area performance and customer health relationship
- Manage and coordinate interviewing and hiring needs for CRC leadership and agents
- Manage and coordinate leadership growth and development with training, communication, one-on-ones, and Employee Development Plans
- Provide operational guidance to Leadership to execute company programs, policies, and procedures
- Create and foster engaged and positive team culture.
- Collaborated cross-functionally with headquarters, area and other teams nationally to maintain consistent message and experience
CRC Manager - Digital Sales, Onboarding & Online
Republic Services, Inc.
12.2021 - 11.2022
- Motivated and supported Sales & Service Supervisors to exceed key performance indicator expectations, directly contributing to company's revenue and Republic Services goals & objectives through performance management
- Partnered with Digital Marketing, Field Sales, Human Resources, IT and Training & Development to make Supervisor & Agent experience fulfilling
- Managed and coordinated leadership growth and development with training, communication, one-on-ones, and Employee Development Plans
- Managed and coordinate interviewing and hiring needs for CRC leadership and agents
- Provided operational guidance to Leadership to execute company programs, policies, and procedures
- Created engaged and positive team culture.
Inside Sales Development - Digital Sales Supervisor
Republic Services, Inc.
08.2019 - 12.2021
- Supervised Digital Sales Consultants to sell new and existing services to customers from submitted sales leads through eCommerce digital platforms, converting opportunities into customer accepted sales and up selling services
- Motivated Digital Sales Consultants to exceed sales expectations, directly contributing to company's revenue and Republic Services goals and objectives through Republic Way Performance Management activities
- Partnered with Digital Marketing, Field Sales, IT and Training & Development to build and grow Digital Sales group
- Managed and coordinated activities for agent training, growth and development through coaching plans, one-on-ones, and Employee Development Plans
- Created engaged and positive team culture.
Customer Resource Online Supervisor
Republic Services, Inc.
10.2018 - 07.2019
- Motivated and developed Online Team agents to exceed their measurable metrics through Republic Way Performance Management
- Piloted programs for Online Team to encourage new growth opportunities with pilot programs such as Blended Agents and Digital Sales Agents.
Customer Resource Specialist Supervisor
Republic Services, Inc.
06.2017 - 10.2018
- Motivated and developed agents with Republic Way Performance Management to encourage agent growth and performance
- Monitored and evaluated agent inbound calls to ensure a differentiated customer experience provided to internal and external customers
- Ensured proper call handling and policy processes were correctly employed.
Customer Service Online Specialist II
Republic Services, Inc.
01.2017 - 06.2017
- Processed customer email portal requests
- Made necessary adjustment(s) to accounts
- Set-up online residential service requests for solid waste, recycle, and yard waste service(s)
- Researched and reviewed agent errors to provide feedback in SharePoint, for Supervisors to provide coaching opportunities for representatives to improve skills, and resolution for customers with division partners.
Customer Service Specialist II
Republic Services, Inc.
07.2015 - 12.2016
- Processed customer email portal requests
- Made necessary adjustment(s) to accounts
- Set-up online residential service requests for solid waste, recycle, and yard waste service(s).
Customer Service Associate
Republic Services, Inc.
04.2014 - 07.2015
- Promoted positive customer experience in areas relevant to inbound calls, while representing Republic Services brand, and representing customers.
Manufacturer Representative
ICR Services, Inc.
10.2010 - 12.2013
- Promoted growth of new business and existing business, and secured repair work of Repairable Assets, Robot Automation/Integration, and Field Services
- Maintained rapport of valued customers in Illinois and Wisconsin.
Outside Sales Representative
ICR Services, Inc.
10.2010 - 12.2013
- Promoted and secured repair work for existing accounts of Repairable Assets, Robot Automation/Integration, and Field Services
- Built and fostered rapport with valued customers.
Account Representative
York Repair, Inc.
08.2004 - 10.2010
- Promoted and secured repair work of Electrical Apparatus repairs, Industrial Electronic repairs, and Field Services
- Built rapport with customer contacts.
Customer Service Representative
York Repair, Inc.
08.2004 - 10.2010
- Liaison for Nexteer Division (formerly Delphi Steering Systems) 6 Plants
- Provided support to Maintenance and Engineering groups for Repairable Assets.
Customer Service Representative
Setech, Inc.
12.2000 - 07.2004
- Provided customer service to Delphi Saginaw Steering Systems
- Tracked Purchase Orders for receipt of blueprint tooling and OEM spare parts
- Reported system outages to prevent machine or plant downtime.
Retail Management
Frank's Nursery & Crafts
09.1989 - 11.2000
- Store Manager and various management positions: Financial, inventory and personnel management of location
- Horticultural care and merchandising.
Education
High School Diploma in General Studies -
Tawas Area High School
Tawas City, MI01.1989
Skills
- Customer Relationship Management
- Relationship building and management
- Team Development
- Performance Management
- Talent review
- Business development and planning
Professionalreferences
Upon request
Activities
- Gardening
- Landscaping
- DIY Home Improvement
Training
- Republic Services PBS sales training
- Toastmasters - Republic Services Trash Talkers
- Republic Services Leadership Fundamentals
- Certified in - The Republic Way Performance Management
- Dale Carnegie Course: Effective Communications and Human Relations
- ZingTrain: The Art of Giving Great Service
Certification
Republic Services PBS Sales Training
Republic Services Leadership Fundamentals
The Republic Way Performance Management
Dale Carnegie - Effective Communications and Human Relations
ZingTrain - The Art of Giving Great Service
Timeline
CRC Area Manager - A06 Midwest
Republic Services, Inc.
11.2022 - Current
CRC Manager - Digital Sales, Onboarding & Online
Republic Services, Inc.
12.2021 - 11.2022
Inside Sales Development - Digital Sales Supervisor
Republic Services, Inc.
08.2019 - 12.2021
Customer Resource Online Supervisor
Republic Services, Inc.
10.2018 - 07.2019
Customer Resource Specialist Supervisor
Republic Services, Inc.
06.2017 - 10.2018
Customer Service Online Specialist II
Republic Services, Inc.
01.2017 - 06.2017
Customer Service Specialist II
Republic Services, Inc.
07.2015 - 12.2016
Customer Service Associate
Republic Services, Inc.
04.2014 - 07.2015
Manufacturer Representative
ICR Services, Inc.
10.2010 - 12.2013
Outside Sales Representative
ICR Services, Inc.
10.2010 - 12.2013
Account Representative
York Repair, Inc.
08.2004 - 10.2010
Customer Service Representative
York Repair, Inc.
08.2004 - 10.2010
Customer Service Representative
Setech, Inc.
12.2000 - 07.2004
Retail Management
Frank's Nursery & Crafts
09.1989 - 11.2000
High School Diploma in General Studies -
Tawas Area High School
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