Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Tyler Hopkins

Lincoln

Summary

17 year customer support professional with experience in software and hardware across multiple industries. Additional technical and leadership training have steadily enhanced my my ability to provide excellent customer service and value as a team member.

Overview

19
19
years of professional experience

Work History

Client Technical Support Engineering – Sr Professional I

FISERV
09.2017 - 06.2025
  • A call center and ticketing system role tasked with supporting external clients using Fiserv's anti-fraud and check reconciliation software applications. Daily work involved use of Microsoft Office, SQL, Teams, and various ticketing systems like ServiceNow, Client360/InquiryPoint, and occasional use of JIRA. As the SME for Fiserv's Premier platform positive pay program and sole member of the TAS-Positive Pay Integrated Services team, I was the client-facing element for every service case and incident for the platform. Part of my duty was to evaluate root causes, look for ways in which we could improve our response, detection, and incident communication efforts, and collaborate with relevant internal stakeholders to prevent future incidents and limit client impact.

Validation Technician

BIOFLY LLC
08.2022 - 11.2022
  • An on-site contract role for a company that validates technical hardware and process flow for pharmaceutical production. I tested the functionality and accuracy of various equipment to ensure it

Performance Team Lead, Outbound Engagement Specialist

GALLUP
07.2016 - 12.2016
  • I led a team of 30 employees performing outbound surveys from a Gallup call center. My duties also included coaching and training employees, organizing and executing engagement events, and tracking employee turnover for the management group.

Technical Support Coordinator

VERIZON WIRELESS
12.2011 - 07.2016
  • In this call center technical support role, I provided outstanding customer experiences while troubleshooting hardware, software, and service issues. I received several performance award for exceeding expectations in performance metrics and customer satisfaction and was selected for manager development training in 2015 before the Lincoln call center closed in 2016.

Customer Relations Associate

CABELAS
01.2006 - 10.2010
  • Call center sales role providing live phone support for orders and product inquiries.

Education

B.A. - History

Hastings College
Hastings, Nebraska
05.2011

Skills

  • Analytical and critical thinking
  • Customer relations
  • Remote office availability
  • Microsoft office
  • Training & Development
  • Customer service

Accomplishments

Numerous performance awards for extended periods of perfect customer satisfaction scores and one award for being the top tech support representative for the Verizon Western Region in Q4 2015.

Timeline

Validation Technician

BIOFLY LLC
08.2022 - 11.2022

Client Technical Support Engineering – Sr Professional I

FISERV
09.2017 - 06.2025

Performance Team Lead, Outbound Engagement Specialist

GALLUP
07.2016 - 12.2016

Technical Support Coordinator

VERIZON WIRELESS
12.2011 - 07.2016

Customer Relations Associate

CABELAS
01.2006 - 10.2010

B.A. - History

Hastings College

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Tyler Hopkins