Heather Hopson Email & Phone Number

Chicago, Il, Us

Chicago, Illinois

•Monitored, mentored, and coached new members of the team on how to process orders, navigate through the system, and use multiple syatems. •Assist upper level management directly with escalated issues to help resolve concerns with clients.•Provide coverage for when management and leads are unavailable to monitor work flow of floor.•Assist with other departments by being cross trained to help close out for month end procedures.•Process and review online and over the phone orders for accuracy.•Organize and run the Event Committee for inclusion and employee engagement interactions.•Placed where needed when areas are behind to assist in getting orders caught up.

Chicago, Illinois

•Monitored, mentored, and coached new members of the team on develop writing, researching skills, interviewing skills, phone etiquette and new technology. •Developed a training curriculum adhering to ISO standards that includes instructor led modules, self-study modules, hands on scenarios, and a self-scoring knowledge reviews. •Wrote policies and procedures for process management for Research Department on interviewing policy and reporting guidelines. •Provided business requirements for new technology enhancements by performing a vital role in testing, tuning, debugging, and enhancements to ensure quality and time efficiencies of new application for the business. •Defined business requirements for new WebACE (Case Management & Customer Relation Management Tool, trained all employees, tested system and helped define issues and resolve technical problems. •Streamlined procedures and policy for interviewing people have systematic way to gather the information required in the quickest way to reduce time spent and increased efficiency and productivity. •Tracked progression of new employees and make recommendations on retention of employees. •Assist with computer application set-up for new users of all their required tools and templates, and train associates for workarounds when systems are unavailable.•Created daily schedule and tracking system to keep researchers from falling behind on daily assignments and to ensure assignments are turned in on time. •Performed quality assurance checks on researchers work and assisted in the reallocation of open work to other employees to help with meeting deadlines. •Verified background checks in Employment, Education, Department of Transportation, References, and Exit Interviews. •Validating current resources and staffing ratio to accomplish client deadlines and contract agreements.

Placed as a Researcher Specialist performing employment verifications and doing reference checks.

* Planned and implemented events to enhance employee motivation during organizational restructuring.* Successfully resolved 60-80 customer issues per day by improving overall satisfaction, reducing customer complaints, and increasing customer retention.* Provided training to new employees, modeling effective call procedures and easing the tension during employee transition.* Assisted management with escalated calls from customers, providing quick and effective call resolution to maintain management / representative availability to assist the next customer.* Created and managed team incentive programs for more than 100 employees.* Worked on multiple projects from the ground up:> Enhanced Road Service Training, reducing number of transfers and increasing quality scores.> Developed monthly inclusion contests to assist representatives get to know each other and increase comfort levels.* Coached and mentored employees one-on-one to build confidence and learn to effectively control calls professionally and accurately.* Maintained knowledge of current products to effectively market Motor Club plans, resulting in new business.* Created training guides for use alongside training manuals to help representatives flow smoothly and quickly through specialty products without having to pull up training manual or call a manager for assistance.

Assisted in HR Department, auditing employee files and gathering information to complete and mail out 508s and 671s. Created confidential and non-confidential files for new employees.Prescreened employees for employment, conducted background checks, and administered TABE tests.Developed training materials and participated in a job fair.

•Scheduled business appointments for representatives.•Conducted marketing calls for sales team nationwide, filling gaps in their work schedules to increase sales opportunities.•Arranged travel for sales team and in-house executives; created effective technique to deliver flight options to executives, reducing time in booking flights and reducing costs. •Managed unit of three associates in travel department, handling immediate needs of sales team in a quick and effective manner.

Worked in various roles with various companies within The Renaissance Faire. Started out as a babysitter for one of the shop owners. Worked in sales in multiple shops selling items ranging from floral garlands to exotic bugs.

Masters, I/O Psychology

Activities and Societies: Phi Theta Kappa, Women for a Multicultural Tomorrow, Honors Program, PsyChiCompleted coursework toward a Masters

Bachelors, Psychology

Activities and Societies: Psi Chi, Women For a Multicultural Tomorrow, Honor's Club*President and Founder of Women For a Multicultural.

Associates, Psychology And Philosophy

Activities and Societies: Harper Honors Society, Phi Theta Kappa*Was the editor of the Honors Newsletter for a semester. *Graduated.