KENNETH HOPKINS

SAN JOSE, CA 95117

Cell: 510-205-2292 Email: kennethdhopkins@gmail.com

PROFESSIONAL SUMMARY
Management professional effective at building highly-motivated teams, as well as leading crossfunctional teams in a fast-paced environment. Effective in driving cross functional improvement
and expertise, and client satisfaction and loyalty.

SKILLS
Extensive leadership experience
Agile/Scrum management
Manage and build multiple teams
Cognos, JIRA, Peoplesoft, CRM

Exceptional communication and presentation

skills
HR industry knowledge
Effective problem solver

WORK HISTORY
08/2013 to 10/2015 Senior Manager, Products
TriNet HR Corporation San Leandro, CA
Managed team of product managers to successfully upgrade Onboarding/Implementation
and Leave/Time off Management for 250MM product
Led cross functional team responsible for implementation of new FSA product across key
product lines.
Played key role in the transformation of the organization into a products team utilizing Agile
methodology
Drove product focus and release strategy for acquired company
01/2012 to 08/2013 Product Manager
TriNet HR Corporation San Leandro, CA
Successfully released TriNet's first mobile application. Drove usage to 20% of user base
Led the team to release first enterprise level Cognos based reporting and analytics
application
Partnered with Sales to increase close rates and NPS scores
Drove vendor management and 3rd party product enhancement
12/2008 to 12/2011

Account Services Manager

TriNet HR Corporation San Leandro, CA
Drove client satisfaction through managing teams both locally and remotely
Spearheaded process improvements to reduce client hold times
Reorganized phone queue to increase client-representative communication and relationship
Led cross functional efforts to improve onboarding and implementation of new customers

09/2004 to 12/2008 Customer Service Supervisor

TriNet HR Corporation San Leandro, CA
Managed 19 account managers in 2 locations
Participated with operational leadership to increase task efficiency
Drove improvement in KPI reporting leading to increases in adherence to operational goals
Led cross functional team of supervisors driving initiatives and improving operational
processes.
10/2001 to 08/2004 Support Services Manager
Visual Systems Group, Inc. Los Gatos, CA
Managed Help Desk, Project Managers and IT Operations
Improved Help Desk proficiency in troubleshooting customer issues, resulting in increase of
cases closed by Help Desk from 40% to 75%
Improved process efficiency to increased integration completion rate among project

managers by 80%.
Created online tools for field engineers and services team members
10/2000 to 10/2001 Knowledge Analyst (contract)
Sun Microsystems Newark, CA
Managed 75% of all service methodology projects produced in Professional Services
Key participant in design of tool to automate creation of service methodology
Ran pilot, acceptance, and rollout of service methodology tool
1996 to 2000

Manager, Network Operations

Vision I.T. San Jose, CA
Initiated process improvements and certification program to increase video bridging revenue
from $20,000 to $100,000 per year
Revamped maintenance renewal processes to increase renewals by $500,000 annually
Led cross functional process to redesign CRM using Lotus Notes

1989 to 1992

District Program Manager

Digital Equipment Corporation Santa Clara, CA
Drove client adoption of online ordering tools, resulting in quarterly savings of $1 million in
CODB
Led and trained team in presenting and converting clients to new online ordering channels
Managed process for distributing licensed software for chief client.

EDUCATION
1989

Bachelor of Arts: Biblical Studies

Faith Bible College - San Jose, CA

CERTIFICATIONS
Certified Scrum Product Owner - 2015, Scrum Alliance
Pragmatic Marketing Level III - 2015, Pragmatic Marketing