Laura Higgins
Folsom,PA
Summary
With a proven track record at ASD, I excel in emergency response management and verbal communication, ensuring high-quality client service and efficient issue, underpinned by exceptional call control skills. Achievements include significantly improving customer satisfaction and operational efficiency for over 10 years.
Overview
14
14
years of professional experience
Work History
Senior Call Center Representative
ASD Answering Service for Directors
02.2021 - 02.2025
- Facilitated customer interactions with empathy and respect, supporting families through challenging circumstances.
Proactive Client Service
ASD
02.2015 - 02.2021
- Delivered exceptional client services by addressing inquiries and resolving issues promptly.
Assistant Supervisor
ASD
06.2011 - 06.2015
Supervised optimization and implementation processes for configuration tasks.
- Configured clients' text messaging and multimedia devices for optimal use of company app.
Education
Associate Degree - Practical Nursing
Pennsylvania Institute of Technology
Media, PA10.2007
Skills
- Emergency response management
- Verbal communication
- Timekeeping
- Typing speed
- Resolving issues
- Communicating with clients
- Data entry
- Onboarding, training, and development
- Call control skills
Accomplishments
*Extra mile award - ASD
* Quarterly awards for saved client business opportunity - ASD
* award for exceptional professional call handling while dealing with highly sensitive callers - ASD
*award for superior compassion while handling tragic calls - ASD
Timeline
Senior Call Center Representative
ASD Answering Service for Directors
02.2021 - 02.2025
Proactive Client Service
ASD
02.2015 - 02.2021
Assistant Supervisor
ASD
06.2011 - 06.2015
Associate Degree - Practical Nursing
Pennsylvania Institute of Technology
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