Amanda Higgs
D'Iberville
Summary
Support professional with robust background in providing comprehensive support and resolving technical issues efficiently. Known for strong collaboration and delivering results in team-oriented environment. Known for troubleshooting capabilities and effective communication, adapting to evolving needs to maintain high service standards.
Overview
2027
2027
years of professional experience
Work History
Epic Support Specialist
Volt | Tegria Service Group
Remote
07.2024 - Current
- Handled up to 60 calls daily, providing tier 1 support for Epic EMR systems.
- Provided technical assistance to clients using remote support tools for efficient issue resolution.
- Managed ticketing system to prioritize and resolve client requests promptly.
- Supported clients nationwide by ensuring quality service for Epic EMR.
- Guided team members on best practices to enhance team performance.
Apple Support Specialist
Kelly Connect | Apple
Remote
01.2023 - 01.2024
- Achieved over 90% positive customer reactions by consistently meeting and exceeding Apple's monthly performance metrics.
- Assisted customers by troubleshooting issues across iOS, iPadOS, macOS, watchOS, and HomePod.
- Utilized knowledge base articles to resolve technical problems promptly, enhancing customer satisfaction.
- Educated users on optimal device performance through product feature explanations.
- Documented customer interactions and technical issues in tracking systems to ensure accurate record-keeping and follow-up.
Guest Services Lead and Owner Relations Manager
Tropical Escape Vacation Homes
Davenport, FL
2022 - 2023
- Managed revenue for 300 luxury vacation villas near Disney, optimizing profitability.
- Streamlined guest inquiries and bookings through online portals, improving service response time.
- Trained staff on customer service best practices and company policies.
- Acted as an advocate for owners, guaranteeing timely payments and effective communication on concerns.
- Managed daily operations of vacation rental properties effectively.
- Led team in scheduling and recruitment, enhancing operational efficiency.
- Coached, mentored and trained team members in order to improve their job performance.
- Provided leadership during times of organizational change or crisis situations.
Inside Sales
Renewal by Andersen
Remote
01.2021 - 01.2022
- Engaged with customers to secure appointments and improve service experience.
- Facilitated promotion of additional products during customer interactions to meet sales targets.
- Handled high call volumes in fast-paced call center, prioritizing customer satisfaction.
Surgical Specialties Clinics Resource Coordinator
Univ. Arkansas of Medical Sciences
Little Rock, AR
01.2019 - 2021
- Coordinated schedules for 60 nurses and 25 physicians to optimize clinic operations.
- Ensured availability of reports and supplies across all clinics.
- Oversaw inventory levels to ensure timely support for project timelines.
- Leveraged SAP reports and internal records for effective budget management and inventory oversight.
- Provided fiscal support for service line and 11 outpatient clinics.
- Processed payroll to guarantee accurate compensation for clinic employees.
- Communicated with vendors to secure timely delivery of medical supplies.
- Completed special projects to meet leadership objectives.
Guest Experience Manager
Old Dominick Distillery
Memphis, TN
01.2020 - 01.2021
- Redesigned and rebranded front of house, elevating aesthetic appeal and functionality for improved guest experience.
- Organized interactive tasting experiences for visitors Provided informative tours to enhance guest experience in retail space, bar, and Coordinated special events for customer engagement, increasing customer engagement and satisfaction.
- Wrote and implemented standard operating procedures to ensure comprehensive staff training and brand immersion.
- Managed staff schedules and performance metrics to optimize service delivery within departmental budget constraints.
Special Events Coordinator
Scarlet Pearl Casino and Resort
01.2018 - 01.2019
Special Events Supervisor
Hard Rock Hotel and Casino
01.2017 - 01.2018
Database Analyst
Golden Nugget Casino
01.2016 - 01.2017
Concierge
Walt Disney World Resort
01.2012 - 01.2016
Education
Bachelor of Science - Interpersonal and Public Communication
Mississippi College
Clinton, MS01-2012
Skills
- Remote support
- Remote assistance
- Technical troubleshooting
- Ticketing system oversight
- Client interaction documentation
- Remote support tools
- Client interaction tracking
- Staff training
- Problem solving
- Time management
- Effective communication
Timeline
Epic Support Specialist
Volt | Tegria Service Group
07.2024 - Current
Apple Support Specialist
Kelly Connect | Apple
01.2023 - 01.2024
Inside Sales
Renewal by Andersen
01.2021 - 01.2022
Guest Experience Manager
Old Dominick Distillery
01.2020 - 01.2021
Surgical Specialties Clinics Resource Coordinator
Univ. Arkansas of Medical Sciences
01.2019 - 2021
Special Events Coordinator
Scarlet Pearl Casino and Resort
01.2018 - 01.2019
Special Events Supervisor
Hard Rock Hotel and Casino
01.2017 - 01.2018
Database Analyst
Golden Nugget Casino
01.2016 - 01.2017
Concierge
Walt Disney World Resort
01.2012 - 01.2016
Guest Services Lead and Owner Relations Manager
Tropical Escape Vacation Homes
2022 - 2023
Bachelor of Science - Interpersonal and Public Communication
Mississippi College