Summary
Overview
Work History
Education
Skills
Timeline
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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
Eagar

Associate of Science - General Education

Ricks College
Rexburg

Skills

  • 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

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Robert Hoppie