Jeremy Popoff

Maitland, FL *****

adjipt@r.postjobfree.com

321-***-****

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Client Service Representative

RP Funding - Lake Mary, FL

September 2020 to December 2020

Assist clients over the telephone, chat, and via email - with getting in contact to a loan officer. Technical Support Representative

Spectrum Communications

May 2019 to August 2020

Assist Spectrum customers with their internet and home phone issues over the telephone. Adhere to a schedule and maintain good stats. Maintain a good rapport with the customer while troubleshooting their issue.

Maintain a low average handle time (AHT) and a high customer satisfaction rate (VOC). Client Service Representative

Amone - Orlando, FL

June 2018 to May 2019

Dial outbound and take inbound calls from individuals who filled out a form on Amone.com. Transfer individuals over to their Loan Matching Specialist. Also assist individuals over a Live Chat platform using both canned responses and long-form responses.

Technical Support

Kelly Services - Orlando, FL

April 2018 to August 2018

Assist Apple customers with their technical issues over the telephone using proprietary Apple CRM systems.

Maintain a 85% CSAT (Customer Satisfaction) survey rating Maintain an AHT (Average Handle Time) of less than 13 minutes on a single call. Payroll Specialist

Tetra Tech - Maitland, FL

September 2017 to January 2018

Input time for employees into a system known as BRMS. Fast-paced work environment and had to work on all subcontractor timecards. Also had to input my own time in another system known as Timeline Customer Service Representative

24-7 Intouch - Altamonte Springs, FL

March 2017 to June 2017

Assist Lyft drivers and passengers with their pay issues over the telephone. Utilize 4 different systems, including a soft phone.

Lead Trainer

Sprint - Oklahoma City, OK

June 2012 to February 2017

Same duties as trainer, however, now in a lead position. Worked closely with the VP of Training to help establish new curriculum and strengthen the training material that we already had. It was also my duty to train additional trainers to teach the new agents. I still continued to input full-cycle payroll.

I resigned due to moving to Florida.

Trainer

Sprint - Oklahoma City, OK

February 2010 to June 2012

Trained new agents in a classroom environment for 4 weeks. Used previous knowledge about job and corporate training materials to help train the new agents. Gave new agents weekly tests to see if they qualified to take calls out on the call center floor. Worked closely with the lead trainer and my boss to further improve the training experience.

Also, in addition to my other duties, I was required to do full cycle payroll for my new hires. I would conduct payroll for them until they hit the call center floor. I was promoted to Lead Trainer.

Quality Assurance Specialist

Sprint - Oklahom City, Ok

June 2008 to February 2010

Monitored randomly selected phone calls from technical support representatives on a daily basis. Scored them on a percentage basis with the guidance of a scoring sheet. Met with agents after monitoring and gave them compliments/criticisms depending on their score. I was promoted to Trainer.

Technical Support

Sprint - Oklahoma City, OK

March 2007 to June 2008

Assisted Sprint customers with their wireless devices and services. Performed over the telephone customer service and made sure that every customer was happy at the end of the call. Utilized over 10 systems in one single call and was able to multitask. I was promoted to QA (Quality Assurance)

Assistant Store Manager

Burger King - Norman, OK

February 2005 to March 2007

Managed the entire store with the supervision of the Store Manager. Visited other stores in the district and assisted as need-be. Made employee's schedules weekly and made sure they followed them. Deposited money in bank if shift manager did not previously do so and make sure that every customer was satisfied. Left due to accepting a better opportunity.

Shift Manager

Burger King - Norman, OK

May 2003 to February 2005

Managed up to 10 employees at one given time, made sure my sore was clean and employees were in dress code. Balanced the register after every one of my cashier's shifts and deposited money at the bank. Filled in for any employees that were absent. Trained on every station in store. Was promoted to Assistant Store Manager.

Cashier

Burger King - Norman, OK

February 2003 to May 2003

Assist customers in making their food purchases, ring up their total, and count back change. Maintained a clean work area and an even register. Stock cups, lids, straws, etc. I was promoted to shift manager.

Education

HIGH SCHOOL DIPLOMA

PURCELL HIGH SCHOOL

2005

Skills

• Customer Service (10+ years)

• Training & Development (7 years)

• Manager (3 years)

• Help Desk

• Helpdesk Support

• Tech Support

• CSR

• Call Center (10+ years)

• Customer Care

• Customer Support

• Apple

• Administrative Experience (3 years)

• Computer Skills (10+ years)

• Excel (4 years)

• Troubleshooting

• Administrative Assistant (5 years)

• Excel (5 years)

• Typing (10+ years)

• IT Experience (10+ years)

• Administrative Assistant (5 years)

• Microsoft Office (10+ years)

• Microsoft Word (10+ years)

• Classroom Experience

• Live Chat

• Desktop Support

• VPN

• LAN

• Computer Networking

• Operating Systems

• Network Support

Assessments

Customer Focus & Orientation — Highly Proficient

January 2020

Responding to customer situations with sensitivity Full results: Highly Proficient

Typing — Expert

March 2019

Transcribing text using a standard keyboard

Full results: Expert

Personality: Hard-Working — Proficient

April 2019

Measures a candidate's tendency to be rule-abiding, well-organized, hard-working, confident, and think before acting.

Full results: Proficient

Technical Support — Proficient

April 2019

Applying protocols to identify errors and solutions in order to maintain system function. Full results: Proficient

Critical Thinking — Highly Proficient

March 2019

Measures a candidate’s ability to use logical approaches when solving problems. Full results: Highly Proficient

Data Entry — Highly Proficient

April 2019

Measures a candidate's ability to accurately input data and effectively manage databases. Full results: Highly Proficient

Reliability — Proficient

April 2019

Measures a candidate's tendency to be dependable and come to work. Full results: Proficient

Verbal Communication — Proficient

April 2019

Measures a candidate's ability to effectively convey information when speaking. Full results: Proficient

Customer Focus & Orientation — Highly Proficient

January 2020

Responding to customer situations with sensitivity Full results: Highly Proficient

Typing — Expert

April 2019

Transcribing text using a standard keyboard

Full results: Expert

Data Entry: Accuracy — Highly Proficient

May 2020

Entering data quickly and accurately

Full results: Highly Proficient

Work Motivation — Highly Proficient

May 2020

Level of motivation and discipline applied toward work Full results: Highly Proficient

Administrative Assistant/Receptionist — Highly Proficient August 2020

Using basic scheduling and organizational skills in an office setting. Full results: Highly Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Contact this candidate