Logan Hudson Email & Phone Number

Tampa/St. Petersburg, Florida Area

• Assisted Customers with understanding Fraud Holds, Restrictions and rebills.
• Assisted Customers with understanding the Visa and Mastercard dispute process.
• Designed tool to monitor and predict trends with time utilization in business unit.
• Won Quarterly award for being in the top 5% of the department's metrics as a high performing employee.
• Designed tool for guiding agents through complicated disputes processes.
• Became an officially recognized SME to assist with development of other agents and assist with complex situations.

Tampa/St. Petersburg, Florida Area

• Led up to 25 people who handled 600 inbound calls a day in first-ever Contact Center devoted to claims calls for the company. Strong commitment to delivering world class customer service. Drafted daily reports to.
• Leadership skills, including effective communication, motivation, and performance diagnostic capabilities, resulted in the creation of incentive plans to improve customer satisfaction and save the company $300,000.
• Those same leadership skills helped diverse workgroups reach collaborative solutions.
• Created several training tools to streamline new-hire training, including a resource encyclopedia and focused training initiatives.
• Developed a resource chatbot as a more efficient job aid.
• Coordinated company-wide training sessions to ensure top performance, efficiency, and error reduction for 100 associates per year.

St. Petersburg

- Handled 1st and 3rd shift responsibilities/reporting- Coached a team of up to 8 people on KPI's- Introduced policies to improve metrics and performance- Represented the company through Social Media- Created surveys to track improvement- Handled escalated customer care calls, responded to customer inquiries through multiple channels of communication such.

Solved operational issues with peritoneal and hemodialysis devices over the phoneSpecialized in Customer Support for medical devicesUtilized Seibel web based documentation for devices

Trained FCA Team members on HomeChoice FCACreated Reports for tracking HomeChoice FCAHelped manage and distribute HomeChoice FCA calls

Helped Close HomeChoice and System 1000 FCAManaged matrices for reviewing files and dataTrained new employees to be able to help with FCAs

Covered all positions in store except ReturnsKept store well stocked and clean while maintaining full knowledge of products for sale