MADISYN HIGDON
La Salle,MI
Summary
I have excellent communication and listening skills which allows me to connect with others on a professional, yet personal, level. My drive to be kind, empathetic, and helpful allows me to work well with my peers. Analytical thinking paired with my level headed nature helps me to get tasks done completely to the standard that I was assigned and in a timely manner.
Overview
6
6
years of professional experience
Work History
Consumer Experience Coach
La-Z-Boy Inc.
03.2023 - Current
- As a Consumer Experience Coach, I work with the management team, trainers, and operations team to improve coaching, training, and the overall experience program in Comfort Care. In my role, I conduct live monitoring to provide immediate feedback to Consumer Experience Representatives. I also provide on-going coaching through side by side and individual meetings.
- I also collaborated with cross-functional teams to identify areas for process improvement and efficiency gains.
- I analyzed quality data trends to inform strategic decisions and drive corrective actions.
- I also assisted in the interviewing and onboarding of new Coaches
E-Commerce Coordinator
La-Z-Boy Inc.
07.2022 - 03.2023
- As an E-commerce Coordinator, I assisted online customers throughout their sales experience. I offered status updates, scheduled deliveries, and assisted with all customer inquiries that came through our e-commerce phone queue.
- I also assisted with social media by responding to customer posts, online reviews, BBB complaints and attorney general complaints. When working on social media, I needed to think creatively to de-escalate and assist the customer.
Customer Service Representative
La-Z-Boy Inc.
02.2020 - 07.2022
- As a CSR, I answered customer phone calls and emails, scheduled in-home service visits, and took payments for service. I was part of the Mentor Team in Comfort Care. In this role, I was a training assistant in the new hire training classes. I also mentored and assisted existing representatives when they had questions.
Education
Associate of Applied Science - Business Management
Monroe County Community College
Monroe, MI05-2027
Skills
- Proficient in Microsoft Office
- Leadership
- Ulysses Coaching Mentor
- Customer Service
- Analytical problem solving
- Strong organizational skills
- Effective communication
- Personable and friendly
- Building relationships
- Team development
- Team motivation
- Interpersonal relationships
- Motivational leadership style
- Verbal and written communication
- Collaborative approach
Timeline
Consumer Experience Coach
La-Z-Boy Inc.
03.2023 - Current
E-Commerce Coordinator
La-Z-Boy Inc.
07.2022 - 03.2023
Customer Service Representative
La-Z-Boy Inc.
02.2020 - 07.2022
Associate of Applied Science - Business Management
Monroe County Community College