Heather Higgins
Customer Service
Colorado Springs,CO
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
3
3
Certifications
Work History
Customer Service Representative
Current Media Group
12.2023 - Current
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Peer Recovery Coach
Serenity Recovery Connections
02.2023 - 11.2023
- Walk side by side clients and help them find their own path to recovery
- Take notes on each client
- Help clients set personal goals and celebrate when reached
- Support clients and families where ever needed.
CIC Specialist
Crossroads Turning Points
07.2022 - 03.2023
- Takes vital signs as required
- Conducts intakes screens and assesses potential clients
- Obtains pertinent information regarding clients' drug/alcohol use, medical and social history, and client needs
- Provides information to the physician regarding medical issues and medication clearance, and monitors medication according to operating policy and physician's directions
- Provides case management services on all clients enrolled in the chronic Crisis Intervention Center program
- Completes necessary paperwork
- Monitors clients throughout the shift
- Verify accuracy of monitoring reports.
Case Manager
Peaks Recovery Centers
05.2021 - 05.2022
- Meet with the client's weekly and document all interactions
- Fill out FMLA or short term disability if the client is eligible
- Be an advocate for the clients at court or any legal issues
- Meet the client where they are at and build a solid aftercare plan
- Provide outside resources such as AA/NA meetings, food stamps, and jobs
- Set up sober living interviews.
Med Technician
Skyway Park
12.2020 - 05.2021
- Communicate with patients and families to obtain patient medical histories and vital information
- Measured patient vital signs such as blood pressure, pulse rate and temperature to record information on patients' charts
- Reviewed patient progress to document effects of any prescribed medication
- Unpacked, sorted, counted and labeled all incoming medication.
Skills
Interpersonal Skills
Active-listening
Documentation
Maintaining confidentiality
Microsoft Office
Data entry
Multi-line phone systems
Windows
HIPAA
Documentation review
Writing skills
Computer skills
Call Management
Appointment Scheduling
Call Center Operations
Certification
Driver's License, 06/01/21, 11/01/25
Timeline
Customer Service Representative
Current Media Group
12.2023 - Current
Peer Recovery Coach
Serenity Recovery Connections
02.2023 - 11.2023
CIC Specialist
Crossroads Turning Points
07.2022 - 03.2023
Case Manager
Peaks Recovery Centers
05.2021 - 05.2022
Med Technician
Skyway Park
12.2020 - 05.2021