Morgan Higgins
Phoenix,AZ
Summary
Highly proficient and passionate individual offering efficient and practical management skills combined with sound judgement and strong problem solving abilities . Always striving to inspire and lead with integrity and creativity.
Overview
8
8
years of professional experience
Work History
Bartender
Gracie's Tax Bar and Club Contact
01.2018 - Current
- Kept alcoholic beverages well-stocked and organized to meet expected demands
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Busing of tables to assure table readiness and quick turnover
- Preparation of alcoholic/non-alcoholic mixed and blended beverages
- Mixed and served specialty beverages utilizing house recipes
- Fluent in serving banquets with set menus
- Able to make educated recommendations for a wide range of allergies
- Responsible for bar prep and closure procedures
- Works well in a team environment
- Ability to resolve conflict with recovery of customer satisfaction
- Trained in restaurant applications such as Aloha, Restaurant Manager and Toast
- Able to make customers feel relaxed and comfortable
- Competently handles cash, debit and credit transactions
- Works well in a fast paced environment
- Manages end-of-shift checkouts and financials to ensure accurate fund distribution to employees and deposits.
Training Specialist
Carvana
09.2022 - 01.2025
- Facilitates in-person, virtual and continued education training curriculum including but not limited to: New Hire Operations, Operations up-skilling, Partner Operations, and Quality Assurance Calibrations
- Interim Team Lead and point of contact for 15-20 New Hires
- Monitors Key Performance Indicators (KPIs) and tracks week-over-week improvement in metrics to asses and qualify candidates for graduation from training programs
- Facilitates corrective action conversations and support to leaders surrounding new hire not meeting attendance, performance and culture expectations
- Provides feedback to Advocates of all levels to reach KPI goals and career advancement
- Facilitated 7 new hire classes with 15-20 trainees all resulting in 100% certification rates
- Enhanced employee performance by developing and implementing comprehensive training programs tailored to accommodate all learning styles
- Collaborated with department managers to identify skill gaps and develop targeted training programs
- Educates and champions the "why" behind key policies, practices and procedures
- Analyzes thought processes to transform them into valuable learning opportunities for others
- "We're all in this together" Sell to Carvana Core Value Winner
Senior Advocate
Carvana
09.2020 - 09.2022
- Built out equity payment resolution process to
ensure no over or under payments and help
improve customer experience - Assisted Advocates in navigating processes and
procedures to resolve issues and understand
policy - Maintained and managed customer escalations
until resolution is achieved - Supported call center associates by taking on
escalated calls, handling complex concerns and
achieving customer satisfaction targets - Monitored service quality, production levels,
processes and delivered effective, meaningful
feedback to employees - Conducted side by side coaching to provide advocates with real time coaching to help improve metrics
Customer Advocate 2
Carvana
01.2021 - 09.2022
- Efficiency and accurately reviewed and verified sensitive customer documentation
- Specialized in managing high-risk cases to prevent company losses.
- Assisted with pilot programs to streamline processes that delayed the customers process
- Supported pilot initiatives to improve efficiency and accelerate the customer process.
Customer Advocate 1
Carvana
09.2020 - 01.2021
- Created exceptional experiences by guiding them through their car-buying or selling journey with empathy and expertise via inbound and outbound calls
- Used critical thinking skills to actively listen to customer needs and find effective solutions in real-time
- Implemented a proactive approach in anticipating potential problems, preventing escalations and negative feedback from customers.
- Consistently exceeding company metrics standards in a high volume call center environment
Education
GED -
Franklin High School
Elk Grove, CASkills
- Online and in person training experience
- Workshop Facilitation
- Coaching and mentoring
- Time management
- Adaptability
- Empathic
- Enthusiastic and optimistic
- Creative problem solving
System Proficiencies
- Jira
- Salesforce
- Google workspace
- Incontact
- Workday
- Alvaria
- Slack
- inContact
Timeline
Training Specialist
Carvana
09.2022 - 01.2025
Customer Advocate 2
Carvana
01.2021 - 09.2022
Senior Advocate
Carvana
09.2020 - 09.2022
Customer Advocate 1
Carvana
09.2020 - 01.2021
Bartender
Gracie's Tax Bar and Club Contact
01.2018 - Current
GED -
Franklin High School