Hopner J.
Customer Service Specialist
Open to offersNew to PlatformAbout
Hopner J. L. is a seasoned Customer Service Professional with over 20 years of experience in multi-channel support, including phone, email, LiveChat, and social media. She has a proven track record of enhancing user experiences and resolving complex issues while consistently exceeding sales and productivity KPIs. Hopner excels in navigating CRM systems such as Freshdesk, Siebel CRM, and Salesforce, delivering exceptional service to a global clientele. At DesignCrowd, she resolves high-volume inquiries, prevents revenue loss, and exceeds sales targets, earning MVP awards in 2020 and 2024. Previously at Sterling Backcheck, she managed premium accounts, focusing on client retention and product demonstrations. At Thomson Reuters, she provided second-level support and received multiple awards for excellence. Trained in communication, she specializes in conflict resolution and de-escalation, actively listening to clients to build rapport and ensure satisfaction. Hopner holds an AB Mass Communication degree from Centro Escolar University.
Experience
Customer Support Specialist
DesignCrowd · 2015 — 2026• Resolved high-volume client and designer inquiries via email, LiveChat and social media consistently meeting strict response time and quality KPIs. • Prevented revenue loss by negotiating creative solutions for refund requests, ensuring successful project completion. • Exceeded monthly sales targets and productivity quotas through proactive identification of upselling opportunities. • Optimized user experience by developing and executing process improvement ideas for the platform. • Awarded Most Valuable Player (MVP) in 2020 and 2024 for exceptional performance and dedication.Client Service Executive
Sterling Backcheck · 2014 — 2015• Managed a portfolio of premium client accounts, ensuring high levels of customer satisfaction, account retention, and long-term relationship management. • Prepared and delivered client-requested reports, including billing statements, background screening orders, and screening results, ensuring accuracy and timely completion. • Served as the primary liaison between clients and internal departments, coordinating cross-functional communication to resolve Tier 1 inquiries and service issues efficiently. • Maintained accurate client records and ensured compliance with company policies, service-level agreements, and data privacy requirements.Senior Content Customer Support Specialist
Thomson Reuters · 2005 — 2014• Targeted a 30-minute turnaround for service requests via Siebel CRM, providing second-level support for global product content. • Verified key information for global buy-side and sell-side firms through rigorous data research and phone verification. • Conducted breach analysis and internal quality monitoring to ensure strict adherence to data processes. • Received multiple awards including the Above and Beyond Award (Q1 2013), the CSN Silver Award for Performance Matters (Q1 2012 & Q4 2012),Bill Collector
Riscuity Asia (now Admerex) · 2004 — 2005• Successfully managed high-volume inbound and outbound communications with US-based debtors to resolve outstanding balances. • Communicated complex legal requirements and financial obligations to clients, ensuring all collection activities adhered to strict regulatory standards and company policies. • Negotiated customized payment plans and secured settlements by identifying viable funding sources. • Maintained meticulous records of all account activities including payment histories, legal actions, and correspondence.
Skills & Expertise
Education
- AB Mass Communication – Major in BroadcastingCentro Escolar University · 1999 — 2003
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