Holly Anne-Marie Higgins

508-***-**** ady0j2@r.postjobfree.com

www.linkedin.com/in/hollyahiggins

WORK EXPERIENCE

The Walt Disney Company 10 2022 - Present

Concierge Host, Lake Buena Vista, FL

• Provide world-class support to both domestic and international customers, resolving technical issues and inquiries for wearable technology, Magic Bands and Magic Band+, using various communication channels including email, Microsoft Teams, and direct calls.

• Leverage active listening and motivational interviewing skills to handle a high volume of customer interactions, ensuring a tailored, exceptional experience.

• Employ a thorough approach to troubleshooting, utilizing extensive written support documentation and individual initiative to solve technical problems.

• Entrusted with sensitive customer information, demonstrating exceptional discretion and adherence to confidentiality guidelines during financial transactions.

• Collaborate across multiple teams to effectively manage and respond to diverse customer needs, exhibiting strong organizational and analytical skills.

• Adapt to dynamic situations in a rapidly growing business environment, proactively seeking continuous learning opportunities to become a product expert and consistently deliver quality service.

• Display a high level of empathy and emotional intelligence during challenging situations, maintaining a kind and friendly demeanor while striving for excellence in customer service. Serving Children and Reaching Families, LLC 01 2022 - 10 2022 Targeted Case Manager Supervisor, Kissimmee, FL

• Leveraged leadership skills to manage a remote team of 13 case managers, effectively coordinating communication and workload across diverse teams, which showcases adaptability and excellent organization skills in a dynamic environment.

• Conducted regular training sessions, including new hire orientations and HIPAA compliance, indicating a strong capability to quickly learn new software tools and complex information.

• Developed and improved new hire training processes, demonstrating an innovative approach to enhancing customer experience and process efficiency.

• Utilized Power BI to track service outcomes and trends, showcasing analytical skills and attention to detail.

• Maintained accurate records of case management work in electronic medical records (EMR), displaying a high level of attention to detail and respect for confidential information.

• Collaborated with various community and government agencies to meet program goals, demonstrating exceptional communication skills and the ability to handle challenging situations with diligence.

• Conducted regular audits of reports for compliance with healthcare standards, evidencing a consistent performance level and a professional approach to meeting quality goals. Hillsborough Community College 03 2018 - 05 2021

Academic Advisor, Plant City, FL

• Fostered an inclusive and supportive environment for over 300 students each semester, guiding them through educational goal development, career planning, and personal goal setting using motivational interviewing and life skills assessments.

• Leveraged analytical skills to manage and interpret student data on intake and graduation rates, successfully identifying and providing individualized support to at-risk students to promote equitable opportunities for success.

• Delivered training on educational tracks and leadership skills to students of diverse backgrounds, demonstrating a commitment to equality and personal development. Holly Anne-Marie Higgins

508-***-**** ady0j2@r.postjobfree.com

www.linkedin.com/in/hollyahiggins

• Led safe space training for staff members, fostering an inclusive and supportive environment for LGBTQIA+ members of the community and demonstrating a commitment to diversity and inclusion.

• Championed equality and diversity as an active advocate, promoting and fostering a respectful, inclusive learning community for all students and staff. The Walt Disney Company 03 2016 - 03 2018

Coordinator & Trainer, Lake Buena Vista, FL

• Delivered comprehensive new-hire training for various roles, including deep water lifeguards and custodians, leveraging my multicultural competence to ensure understanding across diverse teams.

• Served as a facilitator for the Youth Education Series at Epcot the Seas with Nemo and Friends and Disney’s Hollywood Studios engineering, enhancing communication and team collaboration.

• Mastered the proactive management of workloads using advanced cast deployment systems, ensuring optimal team performance and productivity.

• Demonstrated strong leadership skills in directing a multicultural team, promoting cultural sensitivity and fostering an inclusive work environment.

• Equipped incoming Cast Members with the knowledge and skills necessary for success, utilizing cutting-edge training materials and standard operation procedures. New England Village 03 2014 - 03 2016

Assistant Director of Day Habilitation, Pembroke, MA

• Led and trained a diverse program staff, providing guidance on therapeutic supports, curriculum development, program activity leadership, and data collection. Successfully managed program expansion, doubling its size and enhancing its capacity.

• Developed and executed strategic initiatives aimed at employee growth and retention, leading to more than 72% of NEV staff remaining with the organization. Introduced a new employee training program, held bi-weekly 1:1 meetings with staff, and revamped the annual review process to focus on individual strengths and goals.

• Maintained a 100% compliance record with Medicaid regulations, program mission, and standards, playing a critical role in achieving organizational goals and avoiding violations with municipal, state, and federal oversight agencies.

• Pioneered a person-centered philosophy and innovative programs aimed at fostering individual choice. Regularly facilitated meetings with members and support teams to strategize and implement support plans.

EDUCATION

University of Massachusetts - Dartmouth

North Dartmouth, MA — Bachelor of Arts, Psychology, 2008 SKILLS

Microsoft Suite, Apple Productivity Suite, Canva, Asana, Electronic Medical Records Systems (Lauris, Insync, Cornerstone, Avimark), Social Media Engagement (Twitter, Instagram), Windows, Mac OS, Leadership, Talent Development, Human Resources, Program Management, Coaching & Mentoring, New Employee Training/Onboarding, Strategic Planning, Partnership Development, Outreach & Advocacy, Motivational Interviewing, Data & Analytics, Risk Management, Conflict Resolution, Cross-Collaboration, Diversity, Equity & Inclusion, Policy Development, Regulatory Compliance HOBBIES & INTERESTS & OTHER RELEVANT ACTIVITIES

• Chief Operating Officer of Variant Ventures - Variant Ventures is a diverse team of passionate storytellers, players, and creators who believe the gaming space is meant to be enjoyed and loved by everyone, regardless of identity.

• Volunteer at Hands Helping Paws - Animal care volunteer for cat and kitten rescue.

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