Pearline Hopson
@pearlinehopson
I lead customer eligibility, service, and operations teams using data-driven process improvements.
United StatesWhat I'm looking for
At Maximus, I supervise a customer eligibility team and ensure 100% compliance with policies and procedures. I streamlined eligibility verification, reducing average processing time by 90% within one quarter.
I've coached and motivated teams of up to 14 employees, improved retention, and used data and reporting to implement changes that increased team productivity by 90–100%. I also collaborate across departments to improve processes and the customer experience.
Previously at Teleperformance, I led five customer service representatives, handled escalated issues, monitored AHT and FCR metrics, and developed new-hire training that reduced onboarding time.
My retail operations background at Rainbow, Forever 21, and Office Depot includes inventory control, shipping and receiving, demand forecasting, financial processing, supply chain logistics, and team leadership.
Experience
Work history, roles, and key accomplishments
Supervised a team determining customer eligibility, ensuring 100% compliance with policies. Streamlined verification processes, reducing processing time by 90% and boosting team productivity by 90-100%.
Education
Degrees, certifications, and relevant coursework
Indiana University Northwest
Bachelor of Science, Business Administration
Pursued a Bachelor of Science in Business Administration with a focus on Administration.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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