Crystal Hopkins 262 31st Avenue

Greeley, CO. 80631 Cell Phone: 970-775-4689

OBJECTIVE AND SUMMARY

I am seeking an opportunity to utilize my call center, office and technical experience to assist in driving growth and success. I am a call center professional with fifteen years of expertise in a training environment and three years of management experience. Responsible, motivated, and driven, my focus is on continued development and increased responsibility. I obtain the ability to drive the balance of customer satisfaction, employee satisfaction and business success.

EMPLOYMENT HISTORY

Constant Contact - Customer Engagement Specialist January 2012 – Present

● Troubleshoot Customer issues using provided resources such as CCAlert, SharePoint, Frequently Asked Questions and Wiki

● Send weekly team email that includes tips & best practices, KPI’s and team focus points ● Create job aids for Quick Import and HTML assistance to improve team efficiency and Tier

2 escalation percentages ● Participate in Campaign Design Program ● Process Ticket Call Backs to resolve issues and customer concerns. Examples: new user

walk troughs, connectivity issues, follow up for negative survey comments, follow up for negative KB article feedback and international account assistance

● Participate in Service Plus activities to drive customer satisfaction and survey scores ● Report Defects to Tier 2 team to assist with tracking and resolution ● In down time work through code academy to improve my knowledge of HTML code ● Chat Support ● Social Campaigns Support ● Provide feedback to KB Team to assure Knowledgebase contains consistent and updated

information

Asurion – Supervisor 2007 - 2010

● Managed 15 - 20 production agents and provided support to production floor ● Provided Coaching on Key Performance Initiatives driven by Business needs ● Delivered Coaching and Corrective Action for performance, behavior and attendance

issues ● Performed system testing for updates and system launches ● Evaluated Quality Calls to ensure quality of service, Net Promoter Scores and One Call

Resolution ● Assisted with training new updates and system enhancements to team members upon

release ● Handle Escalated Customer situations to assure customer satisfaction ● Participated in Focus Groups and Team Building Activities

StarTek - Trainer 1999-2007

● Managed 15 - 30 new hire employees for a 5 week time frame. ● Provided agents with the soft skills needed to handle all customer concerns ● Provided training for Windows Navigation skills and client secure applications ● Submitted payroll for agents

● Delivered Coaching and Corrective Action for performance, behavior and attendance issues

● Worked directly with Client to develop and teach consistent curriculum ● Created and issued logins needed for secure systems ● Worked with management staff and Client to address training related issues ● Assisted with the launch of 2 new call centers ● Assisted with launch of new products, prepaid wireless account, fraud management

account, AT&T GSM Launch ● Worked directly with AT&T/Cingular Client to maintain and increase performance goals ● Responsible for student graduation percentage rate from training and agent performance ● Member of Help Desk ● Assisted co-workers with client related inquiries ● Sent trend reports directly to client using Excel ● Provided higher level support for customers ● Assisted Team Manager with quality monitors and attendance tracking ● Assisted production floor with Tier 2 Troubleshooting

Education, Professional Certifications

● Insurance Property & Casualty Licensed, Through Insurance Schools Inc. West Virginia ● Completed Certification in Training, Adult Education ● Fraud Management Training ● Conflict Management and Situational Leadership Training ● Rewards and Recognition Training ● Time Management Training ● Building Relationships and Effective Teams Training ● Civil Treatment Training ● One Minute Manager Training ● Cingular Wireless Trainer Certification for Presentation Skills February and September

2006 ● StarTek Trainer Certification for Adult Education December 2003

o Diploma Earned - GED, Taylor County Dep. Of Education

Qualifications

● Fifteen years combined experience in all aspects of the inbound call center environment, including Outsourcing and Direct Services for Clients AT&T and Sprint

● Demonstrated excellence in Customer Service by the following:

Driving numbers to achieve strong Key Performance Initiatives both in Net Promoter Sores and First Call Resolution

● Training new hire and Continuing Education applications ● Managing large class room environments ● Mentoring a production team by assisting with performance improvement and career

development programs ● Proficient in Microsoft Windows, Excel, Power Point, Word and Outlook ● Trained on various types of workforce management software and billing systems