Open to opportunities

Hope Baldwin

@hopebaldwin

Message

I resolve complex customer and operational issues through clear communication, triage, and process improvement.

United States

Message

What I'm looking for

I'm looking for a data entry or technical support role where I can resolve complex issues, improve workflows, communicate clearly with customers and teams, and continue growing my troubleshooting and systems-support skills.

At LT Apparel, I investigate operational and system-related escalations across five internal teams, identify root causes, and improve SOPs for recurring workflow disruptions. I also lead a three-person department during management absences, helping prioritize urgent decisions and maintain continuity.

Previously, I supported 500+ student records at CrossCountry Truck Driving School and handled 50+ daily phone, email, and chat interactions at State Farm. I bring seven years of customer support experience, calm escalation handling, and a systems-oriented troubleshooting approach strengthened by my Google IT Support Professional Certificate.

Experience

Work history, roles, and key accomplishments

Current

Process Management Assistant

Current

LT Apparel

Apr 2023 - Present (3 years 4 months)

Investigates and resolves operational and system-related escalations across multiple teams, ensuring timely resolution of complex workflow disruptions. Analyzes recurring production and documentation issues to identify root causes and recommend process improvements.

Escalation Handling Process Improvement Root Cause Analysis Collaboration Documentation SOPs Decision making Prioritization

Administrative Assistant

CrossCountry Truck Driving School

Jan 2022 - Apr 2023 (1 year 3 months)

Managed detailed records for 500+ students, ensuring accuracy, consistency, and compliance with organizational procedures. Responded to daily email and phone inquiries, delivering clear, concise, and timely communication.

Record keeping Email Support Phone Support Phone Communication Documentation Workflow Coordination Problem Solving Organization

Customer Support Representative

State Farm

May 2020 - May 2021 (1 year)

Managed 50+ daily customer interactions via phone, email, and chat, resolving account concerns with professionalism and attention to detail. Investigated customer issues by reviewing account information and applying policy guidance to determine accurate solutions.

Customer Service Phone Support Email Support Chat Issue Resolution De escalation Documentation Compliance

Education

Degrees, certifications, and relevant coursework

Merit America

Google IT Support Professional Certificate, Information Technology

Earned the Google IT Support Professional Certificate with coursework in troubleshooting, customer support, networking, operating systems, and systems administration.