Patrick Hudson Email & Phone Number

Grand Forks, Nd

Currently founding a luxury watch manufacturer. Hanging out a shingle is the easiest part.

Fort Myers, Florida Area

Provided telephone based support and customer retention for the client; a multinational auto manufacturer. This included issue resolution from initial contact to final resolution. The last 18 months were in a customer retention role with their Luxury division.

Ave Maria, Florida

Recruited potential students for AMU and reviewed applicants for their ability to succeed and contribute to the University community

Fort Myers, Florida Area

Launch Manager - MLB Advanced Media Feb 2016 - Sep 2016Launch team manager for new MLBAM account.Managed team of 45 agents providing technical support to MLBAM customers including, MLB At Bat, PGA Live, WWE NetworkTeam Manager - Costco Concierge Feb 2014 - Feb 2016-Manage a team of 30 Front Line support agents. Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.-Establishes strategic goals by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; and evaluating outcomes-Improved call quality by 12% in 9 months. -Reduced attrition to 6% per quarter.

Fort Myers, Florida Area

-Managed a team of 5 Service Dispatch Agents and 9 Escalations Team agents.-Liaison between OEM representatives and Alorica to ensure a resolution beneficial to Costco Corporation. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.-Maintained quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; and recommending system improvements. -Achieved customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; and implementing change.-Mentored new agents. Reduced my team's repair turnaround time by 2.4 days

Fort Myers, Florida Area

-Provided warranty support to Costco members whose products fall under warranty coverage provided by Costco. -Scheduled repairs and determine cost effectiveness of repair options. -Relayed work orders, messages, and information. Prepared daily work and run schedules-Conferred with customers or supervising personnel in order to address questions, problems, and requests for service or equipment.

Tampa/St. Petersburg, Florida Area

-Managed operations of restaurant, overseeing staff of 14 including hiring, training and dismissal of employees. -Maintained staff by recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; and developing personal growth opportunities. -Accomplished customer service human resource objectives by selecting, orienting, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures-Developed marketing plan for restaurant, created and implemented company handbook including developing policies regarding handling of harassment and discrimination-Responsible for customer satisfaction and problem resolution

Tampa/St. Petersburg, Florida Area

-Counseled prospective students on the benefits of earning their undergraduate and graduate degrees-Assisted and followed prospective students in the admissions and financial aid processes. -Worked independently, and as team leader, to meet and exceed quotas and goals each session

Tampa/St. Petersburg, Florida Area

-Provided customer service to 25,000 season ticket holders-Resolved ticket issues, including but not limited to game day tickets, season ticket and special parking requests-Purchased annual club gift boxes with a budget of $78,000, and was liaison with US Postal Service for delivery. -Improved customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.