Alexcia Higgins

• Lead migration and implementation of Salesforce.com, which increased response times to clients by 2 business days.
• Collaborated with product owners, developers and release managers to accelerate release of 12 high-impact features within 6 months, resulting in 60% increase in user satisfaction and 40% increase in monthly recurring revenue.
• Maintain Salesforce database systems to track and analyze operational data.
• Produce monthly reports using advanced Excel spreadsheet functions.
• Follow-through on all critical inter-departmental escalations to increase customer retention rates.

• Provided technical support for field auditors and clients for DataScan field equipment including troubleshooting daily system issues and coordinating with development to resolve release related issues.
• Contributed to reduction in average resolution time by fixing minor issues in system and resolving 70% of Ai system support cases, while effectively escalating more complex issues to DevOPS and Software teams for prompt resolution.
• Monitor day-to-day operations for 30+ clients to ensure proper scheduling, data management and accurate monthly billing.

• Coordinated and facilitated activities and events for interns. Events included scavenger hunts, photoshoots, and volunteer events at The Children's Hospital of Atlanta.
• Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance
• Supported recruitment process by sourcing candidates, running reference checks, and issuing employment contracts.
• Created, posted, and removed job listings in timely manner on both external and internal job board sites as needed.
• Provided support to Vice President, Human Resources and Directors

Key Achievements

• Coordinated and completed companywide missing I-9 information project 1 month before deadline
• Successfully managed internship program comprising of five interns.

• Opened and properly distributed incoming mail
• Shipped equipment to both internal and external clients.
• Collected and sent audit results.
• Managed over 50 customer calls per day.
• Consulted with Field Audit Supervisors about scheduling issues.
• Assisted coworkers and staff members with special tasks on daily basis
• Liaised between clients and Field Operations and maintained effective lines of communication

• Dean's List
• Received HOPE Scholarship
• Member of Alpha Phi Omega, National Service Fraternity