Alex Hodgkinson Email & Phone Number

Salt Lake City Metropolitan Area

Project lead on launching Orbit Customer Care 3.0. Migrated from Kustomer CRM to a complete solution in Amazon Connect using Amazon Connect Cases, Customer Profiles, Amazon Lex, and other AWS tools. We led the project with a focus on leaning in on new technology, automation, creativity, and innovative solutions. The result led to improved metrics and reporting, improved agent performance, and 6-figure savings in licensing. Most importantly, the result was world-class customer experience. When customers are surveyed after interacting with a Orbit we ask: Did your recent conversation with Orbit Customer Care exceed your expectations?For the answer, we provide a 5-Star scale (to get some degree of intensity, versus a simple Yes/No), and we accept 4 and 5 as "Yes". No middle 3 accepted. Since the launch, Orbit has been exceeding 85% of customers expectations on a weekly basis.

Ogden, Utah, United States

Layton, Ut

Ogden, Utah, United States

Summer 2020 Research Assistant for Weber State Professor of MIS, Dr. Randy J. Boyle. This research project examines the effectiveness of MIS programs in the US. It looks at teaching effectiveness, educational cost, relative return on investment, enrollments, program strengths, national rankings, and long-term program success. It looks at longitudinal factors for nationally ranked programs and individual courses over time.

Mba - It Management

Pursuing my MBA, IT Management with an anticipated graduation in February 2025.

Bachelor'S Degree, Management Information Systems, General

Relevant Completed Coursework • Information Security I • Networks and Data Communications I • Emerging Information Technologies • Global.