Connie Hopkins 
585 Pine Hill Place 
Trenton, Ohio 45044 
 [Send email to request phone number] 36-3348       
To_csh@live.com

Education 
Wright State University 
Fairborn, Ohio 453ll 
Attended 3 years, with a Communications Major
Life Insurance License - State of Ohio - 2003 

Work Experience 
Filltek Catalog Group
August 2009 - present
September 2008 - December 2008 
Customer service position working as a customer service representative for a
catalog group. 
Answer customer inquires and enter orders. 
Follow up on the status of pending orders for customers. Handle issues related
to order and delivery 

Carson Wrapped Hershey Chocolates 
September 2005 - December 2007 
Call Center Team Leader 
Customer Service Lead position.
Specialized as Primary Customer Service Representative in call center, office
environment. In charge of handling all customer complaints and service issues.
Responsible for all changes made to orders. Responsible for credits, refunds, and
replacements for orders. Promoted good customer relations by consistently
providing premier customer satisfaction. Easily developed rapport with customer,
inspiring customer loyalty. Reported directly to call center supervisor. Helped
to train new hires in call center. Back up phones when busy. First contact for
staff questions. Call monitoring with individual and team coaching of all call
center staff. Identifying and addressing key issues with phone representatives to
improve skill sets on phone and off.  

I was initially hired as a phone representative, promoted to Customer Service
Lead and then Call Center Team Leader within 12 months of hire date. 

Duties and Responsibilities:
 Answer customer inquires and enter orders 
 Follow up on the status of pending orders for customers
 Functioned as liaison between customer service and other departments
 Investigate and resolve customer complaints using problem solving techniques
and sound judgment
Morning reports
Implementing all changes to orders
Answered emails
Responded to chat line questions
All Customer service issues
Handling any escalated calls if need be
Expedite all orders as required
First response for call center personnel questions
Processing Internets throughout day
Working with UPS on tracing orders
Working with UPS on filing damage claims
Credit memos on replacements
Monitored calls of call center personnel
Coaching and Training
Researched and worked on developing new motivational programs for call center
Re-wrote call center checklist
Worked on learning how to enter and price custom orders  


Cornerstone Consolidated 
August 2003 – June 2005 
Order entry in large call center. Customer service representative. Answer phone
lines and take orders from customers. Assist customers with retail decisions and
up sell inventory to increase sales. Consistently winning monthly bonus for
excellence in customer care. 

Twin Creeks Flower Nursery 
April 2002 – August 2002
 Customer service in onsite flower nursery. Opening and closing duties each day,
selling 
of flowers, waiting on customers, taking care of stock, setting up 
displays. 

Walnut Grove Swim Club 
May 2001 – September 2001 
Assistant Manager of private swim club. Opening and closing duties 
each day, supervision of lifeguard, and concession stand staff. 
Customer service as needed with members. 

Met Life Insurance Agency 
July 2000 - March 2001 
Customer service representative for the Dental department at 
Met Life Call Center. Answered customer service calls from Dentists 
and patients. Find information and relay said information to 
professionals and lay people alike. Answering an average of 75 – 90 
calls a day.