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Customer Service Manager

Memphis, Tennessee, United States
October 30, 2016

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Patti Hopper

Phone: 901-***-**** Email:

Address: **** ****** **., *******, ** 38114

Professional Profile

Energetic, highly motivated, performance focused leader with over 25 years of supervisor and management experience. Expertise in customer relations, customer service, training and development, overseeing day to day operations and managing staff. Holds proven track record for improvement in productivity, quality and customer satisfaction. Exceptional people management and customer service skills. Possesses a BA in Business Administration with a concentration in management.

Areas of Expertise

●Call Center Experience




●Team Builder

●Leadership/ Supervision


●Interview/Hire employees


●Detail Oriented



●Tactful with

difficult Customers

Professional Experience

American Home Shield, Memphis Tn

Call Center Supervisor– Nov 97 - Present

●Monitor calls to train and development customer service associates

●Conduct meetings with team members and Manager to give feedback on associates performance

●Compile and write performance evaluations

●Guide associates in decision making, when necessary, to accommodate customers

●Answer questions and educate the customer and associate on our service and on company policy and procedures

●Mentor the associates to help them develop and grow

●Manage the day to day operation and administrative duties of a team of up to 20

●Develop and conduct team contests to promote productivity and build team morale

●Have team participate in team building activities to strengthen their relationship with each other and the team as a whole

●Developed a communication and leadership style that was conducive to managing home based agents

●Interview and hire new employees

Boatmen's National Mortgage Company, Memphis TN

Manager - Sept 85 - May 97

●Managed a team of 10 in their daily operation of the record center

●Monitored the team's performance and helped train and develop them

●Compiled and wrote their annual performance evaluations

●Performed all administrative duties including ordering office supplies

●Conducted interviews for hiring as well as corrective actions and termination when necessary

●Worked with Mortgage loan sales and balancing all transferred funds as well as tax and property insurance documents

●Developed a quality control process for the transferring of documents and information on loan accuations.

George Holly Insurance Agency, Memphis TN

Homeowners Insurance Associate - May 84 - Sept 85

●Took inbound calls from customers and gave insurance quotes

●Processed insurance applications and forms

●Processed insurance claims

●Performed administrative duties such as filing, ordering office supplies etc.


Bachelors of Business Administration - University of Memphis - Tennessee -1995

●Specialization: Business Management

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