Customer Service Sales

Gregory T. Hopkins

**** ******* ****** 203-***-****

Stratford, CT 06614 ********@*********.***

CAREER SUMMARY

An experienced problem solver with a background in sales engineering,

problem management, product and application support, customer service,

project management and as an analyst. A go-to person for resolving customer

escalations involving technology, procedures and policy issues.

Communicates complex technical issues in terms of the impact on the

business, market share, profitability and customer experience.

EXPERIENCE

People's United Bank

Senior Support Rep II September 2011 to present

Responsible for providing superior customer service, focusing on problem

resolution, service recovery and customer retention, adhering to internal

policies and procedures and utilizing advanced knowledge of the

organization's products and services to meet department productivity and

quality standards. Provides specialized product and application support for

ebanking and mobile banking services with a high degree of focus on

commercial customers.

. Level 3 online banking strategy team member resolving escalations and

maintaining knowledge-base

. Educates customers on products, services, upgrades, and regulations

and provides an excellent customer experience

. Develops and maintains knowledge of internal policies, procedures, and

products

. Train for new employees. Participates in assessment of skill sets of

employees in training and makes appropriate recommendations

. Is go to person for specialized knowledge and resolution of technology

issues and escalations

ReGenerating Solutions

Technology Consultant / Manager September 2003 to February 2010

Responsibilities include consulting with clients to determine key business

areas requiring improvement. Uncover customer needs and recommend cost

effective technology solutions to help clients reach their business goals.

Be a technical resource for clients by providing training, product and

application support, technology updates and problem management.

. Actively supported the development of new business by making cold-

calls, presentations and demonstrations

. Prepared quotes, invoicing, orders products, executes contracts and

manages upgrades, returns and exchanges

. Technical resource for business intelligence, networks, telephony,

VoIP, SIP, broadband, ACD and messaging systems

. Evaluated and brought new products to market to support the

requirements of existing and new clients

. Provided direction and leadership for small sales team and developers

Infinity Consulting Solutions

Independent IT Contractor February 2002 to September 2003

Responsibilities include working with a team to replace all desktop

computers internal to a world wide distributor. Be involved in all project

planning and implementation meetings. Agent of change to client executives

to ensure complete understanding of project and all major changes to end-

user configurations.

. Created a plan to inventory all existing computer hardware and

software as phase 1 of the project

. Worked with each division to schedule system inventories, end user

interviews, and training on new systems

. Implemented inventory process, interviews, and update centralized

database of all inventory results

. Provided customer support during systems deployment and training phase

of project

. Tested asset management software and log any issues with scheduling or

LAN/WAN bandwidth

. Responded to all end-user concerns with asset management software, log

concerns, and follow up

. Was project and technology advocate during all phases of the project

AppliedTheory, Inc. (is now NaviSite)

Senior Sales Engineer / Consultant April 2000 to October 2001

Responsibilities included applying technical expertise and product

management skills to developing proposals and architecting solutions that

meet or exceed the customer's Internet technologies needs (including

Managed Hosting Services, product and application support, security, e-

business, and network access).

. Documented technical requirements, selected hardware and software

(custom & OTS), presented solutions

. Project managed post-sales testing and final implementations for co-

located, dedicated, and managed services and provided product and

application support while retaining and growing installed-base clients

. Was area technical resource and go to person for PC support, VPN,

email, routers, switches, printers, and new technology

. Worked with prospects and customers, providing gap analysis, and

solutions to reach their business goals

. Specified routers, firewalls & VPN, servers (Compaq & Sun with RAID

technology and F5 load balancing), multi-protocol networks (FR, T1-T3,

OC, BGP4), customized software applications (Web Site, Supply Chain

Management, CRM, Content Management) and managed services (backup,

replication, updates, SLA's)

. Acted as local branch manager for one year resulting in 15% growth in

sales and service revenue during recession

. Planned, coordinated, and relocated branch office move from Westport

to Shelton

GartnerGroup

Consultant / Research Analyst July 1999 to April 2000

Responsible for providing customers with Total Cost of Ownership analysis

of Contact Center/Helpdesk and voice/data networks. Applied experience in

designing and supporting large contact centers and engineering and

consolidation of broadband networks to understanding and evaluating

customer business challenges.

. Defined and managed detail and scope of analysis; acquired executive

sponsorship from client

. Analyzed metrics to identify insights and conclusions from complex

data

. Determined strategies and best practices to assist clients in aligning

efforts with business objectives to achieve best-in-class organization

. Formally presented documented analysis to sponsors and senior

executives

. Provided insights, technology solutions, strategies and best practices

to improve performance and ROI

IBM (ROLM & Siemens)

Senior Sales Engineer, National Account S.E., Global November 1984 to April

Soutions S.E., Project Manager 1999

Responsible for all aspects of customer sales, implementation, customer

support and client retention; leveraging more than 15 years experience in

voice and data systems.

0. Was responsible for technology gap analysis, educational training,

product and application support, and technical sales support

1. Developed technical requirements for branch offices and strategy for

implementation and ongoing support

2. Provided support for area branch offices with hardware and software,

upgrades, installations, and migrations

3. Served as an Area Specialist in data communications, call center

operations and design, including voice messaging, and networks.

4. Was dedicated sales/systems engineer for Global Accounts, providing

project coordination, design support, customer service and client

retention

5. Turned around several major national accounts resulting in over $12

million dollars in technology and services revenue

OTHER PROFESSIONAL EXPERIENCE

Project managed the relocation of two data centers and tested all

equipment

Designed contact center for 3,100 active agents and provided TCO study

Senior Data Communications Specialist for DUNSNET and National CSS

Analyst on contact centers for Volvo, Kodak, IBM, NSA, EDS, The

Hartford, and Marriott

Lead Systems Engineer on 165 PBX - voice messaging locations for major

insurance company

Managed all data hardware (desktops, laptops, printers, controllers,

protocol converters, etc) for 8 branch offices

Lead Support Engineer for North East Region and 16 sales/service

branches

AWARDS

AppliedTheory, Inc. Top Presenter Award 2001, Customer Satisfaction

and Retention

Siemens Global Solutions Sales Engineering Achievement Award

IBM / ROLM Data Communications Specialist - Switched Solutions Award

IBM Customer Satisfaction and Client Retention Award

PROFESSIONAL DEVELOPMENT

Check Point Firewall Administration certified

Solutions Selling, Face To Face Selling Skills for Sales Support

Engineers, and ISS Security Solutions Selling

Advanced Traffic and Network Engineering

Call Center certified by ROLM / Siemens

Advanced Sales Engineering Certified from ROLM / IBM / Siemens

Advanced Networking, Advanced Data Communications, Call Center

Applications

Two years of study, Norwalk C.T.C., Norwalk, CT; Electro-Mechanical

Engineering

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