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Hopner J. — Senior Customer Service Specialist from Philippines

Hopner J.

Senior Customer Service Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

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 — Present
    Address high-volume inquiries from clients and designers through email, LiveChat, and social media, consistently achieving response time and quality KPIs. Formulate creative solutions for refund requests to prevent revenue loss and guarantee successful project completion. Identify upselling opportunities proactively, surpassing monthly sales targets and productivity quotas. Enhance user experience by implementing process improvement ideas for the platform.

  • Client Service Executive

    STERLING BACKCHECK · 2014 — 2015
    Oversee premium accounts with an emphasis on client retention, facilitating meetings and delivering product demonstrations for new users. Coordinate between clients and operations to effectively resolve tier 1 inquiries and manage applicant disputes.

  • Senior Content Customer Support Specialist

    THOMSON REUTERS · 2013 — 2014
    Aim for a 30-minute response time for service requests using Siebel CRM, offering second-level support for global product content. Conduct rigorous data research and phone verification to validate essential information for global buy-side and sell-side firms. Perform breach analysis and internal quality monitoring to ensure strict compliance with data processes.

  • Content Customer Support Specialist

    THOMSON REUTERS · 2008 — 2013
    Assist with client inquiries and provide support for global product content while ensuring a focus on quality and efficiency. Engage in data research and verification processes.

  • Research Analyst – Profiles Content

    THOMSON REUTERS · 2005 — 2008
    Conduct thorough research and data verification for profiles content, ensuring accuracy for global clients. Collaborate with teams to improve data management processes.

Skills & Expertise

CRMCustomer ServiceCustomer SupportCustomer Service Representative

Education

  • AB Mass Communication – Major in Broadcasting
    Centro Escolar University · 2003 — Present