Shannon Higgs
Memphis,Tennessee
Summary
Tenacious Representative possessing dynamic interpersonal expertise for developing fruitful customer relationships. Adept mediator of client requirements and organizational interests promoting mutually beneficial deals. Focused communicator fostering favorable service applications for maximizing customer interest and satisfaction.
Overview
6
6
years of professional experience
Work History
Specialist III Account Processing
ALSAC/St. Jude Children Research Hospital
09.2021 - Current
- Responsible for ensuring maintaining accuracy, completeness and integrity of ALSAC’s donor data
- Adheres to established data integrity standards
- Responsible for maintaining overall controls to ensure that all upload files are posted to the donor accounts in an accurate and timely manner
- Prioritize the work and ensure that timelines are met.
- Assisted with staff training to enforce quality, safety and sanitation guidelines.
- Updated account information to maintain customer records.
- Tracked customer service cases and updated service software with customer information.
Account Representative
ALSAC/St. Jude Children Research Hospital
09.2019 - 07.2021
- Strategically manages and grows fundraising and event day experiences within campaigns in order to fulfill current commitments and grow new opportunities
- Increased efficiency and team productivity by promoting operational best practices.
- Account management might include but not be limited to owned events and external partners.
- Collaborated with other departments to address customer needs and service requests.
- Supported customer satisfaction through regular follow-up and communication.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Contacted donors to assess satisfaction and current needs.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Kept detailed records of daily activities through online customer database.
- Built relationships with customers and community to promote long term business growth.
- Recorded accurate and efficient records in customer database.
- Maintained current knowledge of evolving changes in marketplace.
- Handled day-to-day customer contact via phones, faxes, and emails.
Development and Operations Specialist
ALSAC/St. Jude Children Research Hospital
01.2019 - 08.2019
- Also responsible for year-round donor stewardship to help increase donor engagement.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Used Sprinklr to model data and forecast trends.
- Developed and updated tracking spreadsheets using Excel.
- Cultivated positive relationships with online donors to ensure continued support.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Trained new employees on customer service, money handling and organizing strategies.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
Specialist
ALSAC/St. Jude Children Research Hospital
06.2018 - 01.2019
- Responsible for servicing donors and managing relationships through various channels (including but not limited to phone, email, chat, text and social media) with individuals, businesses, and organizations.
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Bachelor of Arts - African and African American Studies
The University of Memphis
Memphis, TN05.2018
Skills
- Quality Assurance
- Customer Relations
- Management Collaboration
- Cross-functional collaboration
- Budget management
- Project management
- Critical thinking
- Team leadership
- Customer service
- Time management
- Decision making
- Financial Management
Professional Highlights
- Selected to take part in the companies Accelerator program to help develop an efficient means of stewardship though social media
- Lead a team of 4 staff members to develop strategy around social media outreach.
- Helped develope new team that managed and cultivated relationship with supporter in different regions of the country.
Years Of Experience
6
Training
Relationship Management Social Media Analysts Data & Revenue Processing
Timeline
Specialist III Account Processing
ALSAC/St. Jude Children Research Hospital
09.2021 - Current
Account Representative
ALSAC/St. Jude Children Research Hospital
09.2019 - 07.2021
Development and Operations Specialist
ALSAC/St. Jude Children Research Hospital
01.2019 - 08.2019
Specialist
ALSAC/St. Jude Children Research Hospital
06.2018 - 01.2019
Bachelor of Arts - African and African American Studies
The University of Memphis
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