Jennifer Hopper

** ****** ******, ****** **, N*H 1A7 acxhz7@r.postjobfree.com 519-***-****

Skills and Experience

* + yrs in Customer Service & Quality Assurance Field

* + yrs in Accounts Receivable, Collections, and Business Record Keeping skills

2 yrs experience in Human Resource Management and Staff Training

Highly proficient computer user: Microsoft Office Suite 2010, ComSoft, CSG, 50+ wpm

Excellent interpersonal skills that build strong relationships with customers

Organizational and Management Skills

Ability to work in a time sensitive environment and delegate work

Employment History

AR Specialist – Peterbilt, London, ON 2014 – present

Post daily deposits for high volume locations

Provide regular reporting on current and outstanding accounts

Review and ensure mailing of monthly customers statements

Maintain regular contact with branch management in regards to posting of accounts receivables

Assist the branch in collection of outstanding accounts past the specific collection time period

Develop positive working relationships with credit customers

Customer Sales & Service / Retail Billing Support – Eastlink, Aylmer, ON 2008 – 2013

Reconcile overdue accounts and update Accounts Receivable ledgers

Provide customer service and resolve billing inquiries in an inbound national queue

Research and accurately document notes on file

Receive payments from customers, recording every transaction

Process credit card charges and prepare daily cash deposits

Approve credit applications by performing credit checks

Collection Account Representative – Portfolio Management Canada, London, ON 2007 – 2008

Negotiate payment arrangements on overdue client accounts

Maintain and update client financial status information to report to credit bureaus

Schedule payments with clients to ensure payment arrangements are kept

Skip trace accounts in preparation of legal consideration

Call employers for garnishment information

Calmly handle confrontational clients in a respectful manner

Store Manager – Tim Horton’s, Tillsonburg, ON 2005 – 2007

Complete end of day reporting including deposits

Order weekly products for entire store in response to seasonal demands

Co-ordinate scheduling, payroll and employee information

Analyze back of the house reports and trends for head office to ensure Quality Service

Recruit and interview staff to ensure 24-7 staffing

Coach 40-member staff on strategies to meet targets set forth by Head Office

Jennifer Hopper continued

72 Forest Street, Aylmer ON, N5H 1A7 acxhz7@r.postjobfree.com 519-***-****

Learning & Development Coordinator – Stream, London, ON 2005

Provide administrative support to trainers regarding new hire classes

Track training hours of new hires and report to payroll

Develop and maintain learning assessment reports to measure client metrics

Recruit new support professionals to meet clients’ staffing needs

Quality Assurance Lead – Stream, London, ON 2002 – 2005

Track and report feedback to Quality Management for continuous team improvement

Utilize customer service survey data to ensure quality coaching is delivered

Monitor accuracy of CSR performance against call quality scripts

Developed quality process in alignment with clients’ requirements

Monitor, coach, and develop 125 CSR professionals each month

Provide daily quality assurance feedback with each new hire class

Office Clerk – Control Comp Consultants, Tillsonburg, ON 2002

Track and analyze injury and lost time trends for local businesses pertaining to WSIB, and Occupational Health

File compensation claims for WSIB and WCB

Senior Quality Assurance Representative – Huron Telecom, London, ON 2001 – 2002

Ensure CSR adherence to customer service model

Coach CSRs on effective methods to attain client metrics

Follow up on customer satisfaction issues with service delivery teams

Recruit new candidates according to the needs of the business

Quality Assurance / Labourer – Lear Seating, St Thomas, ON 1988 – 1998

Perform daily quality inspections on all products manufactured

Problem solve and troubleshoot root causes of defects

Report findings on a daily basis to General Manager and Production Supervisor

Assess whether defective parts must be re-made or repaired against customer schedule

Attended daily meeting on Quality and ISO 9000 processes

Education

Office Administration Diploma – Fanshawe College, London, ON 1998 – 1999

Oral and written communication skills

Fundamental grammar and business documentation composition

Intermediate computer applications: Word, Excel, Access, Outlook, Simply Accounting

Office procedures essentials and time management

Human Resource Management Certificate – Fanshawe College, Tillsonburg, ON 1998

Emphasis on professional management of people

Employee motivation to achieve production goals and employee satisfaction

Develop support plans for continuous improvement

Performance reviews and employee relations

References Supplied Upon Request

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