Elizabeth Higgins
Summary
Experienced Client Service Manager bringing 28 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
28
28
years of professional experience
Work History
Client Service Manager
Rocky Mountain Spice Company
01.2021 - 01.2024
- Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
- Developed and offered unique discount options to drive interest in new product lines.
- Reduced turnaround times on client requests by streamlining work processes.
- Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
- Researched and corrected customer concerns to promote company loyalty.
- Created customer support strategies to increase customer retention.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Designed training programs for new hires, expediting their integration into the team and enhancing their skill set.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Took ownership of customer issues and followed problems through to resolution.
Service Manager
Buckhorn Exchange
10.1995 - 11.2020
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Continuously reviewed service offerings to identify areas for improvement or expansion.
- Increased overall revenue by upselling additional services and products.
- Selected by corporate management to train and mentor new hires.
Education
Bachelor of Science - Finance
Metropolitan State University of Denver
Denver, CO05.2002
Skills
- Administrative Support
- Skilled trainer
- Proficient in Microsoft Office and SAP
- Process Improvement
- Handling Escalations
- Continuous Improvement
- Onboarding and Orientation
- Revenue Forecasting
Timeline
Client Service Manager
Rocky Mountain Spice Company
01.2021 - 01.2024
Service Manager
Buckhorn Exchange
10.1995 - 11.2020
Bachelor of Science - Finance
Metropolitan State University of Denver
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