Robert Hoppie
Booneville
Summary
Dynamic Customer Service Manager with a proven track record at Iris Works, excelling in complaint resolution and customer relations. Skilled in training and mentoring teams, I enhanced service delivery and reduced complaints through proactive problem-solving. Adept at creating knowledge bases, I prioritize customer satisfaction and loyalty in every interaction.
Overview
23
23
years of professional experience
Work History
Customer Service Manager
Iris Works
10.2024 - Current
- Assisted in resolving customer inquiries and complaints efficiently.
- Developed knowledge of company systems to provide accurate information to customers.
- Collaborated with team members to enhance customer service processes.
- Created knowledge base articles for end client use instructing them on how best to use their account and its features.
Customer Service Manager
Instaproofs
03.2009 - 11.2024
- Engaged with customers to understand their needs and preferences effectively.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Created and managed a knowledge base of help articles for clients.
- Website testing when rolling out new features and updates.
Support Technician
Mo-Net Internet
04.2002 - 05.2008
- Diagnosed technical issues and provided timely resolutions to enhance user satisfaction.
- Collaborated with cross-functional teams to streamline support processes and improve service delivery.
- Trained junior technicians on troubleshooting techniques and customer service best practices.
- Implemented system updates and maintenance routines to ensure optimal performance of support operations.
- Consulted with end clients on connection and system issues with their internet service.
Education
High School Diploma -
Round Valley High School
EagarAssociate of Science - General Education
Ricks College
RexburgSkills
- Customer service
- Problem-solving
- Customer focused
- Customer relations
- Time management
- Training and mentoring
- Complaint resolution
- Team building and leadership
- Customer relationship management (CRM)
Timeline
Customer Service Manager
Iris Works
10.2024 - Current
Customer Service Manager
Instaproofs
03.2009 - 11.2024
Support Technician
Mo-Net Internet
04.2002 - 05.2008
High School Diploma -
Round Valley High School
Associate of Science - General Education
Ricks College